Orders are processed on open business days only (Monday to Friday). Order processing times can vary between 1-4 business days. Once the shipment had been picked up from our warehouse it should be delivered within 5-10 business days to Canada or the US depending upon the region and shipping destination. Clients will be notified in the case of any additional delays.
We strive to have our products ready for delivery at the soonest possible time. If the item ordered is delayed for any reason our service department will send an email notifying you of this.
Items on pre-order will become available around the same time as orders are being sent to boutiques. If you would like to know approximately when the items you pre-ordered will be sent please contact us and we would be happy to tell you when we expect the items to be in stock.
MADE TO ORDER
Made to order means, we don’t have the item already in stock but we still have fabric and can custom make the item for you. This process could take between 1 week to max. 1 month depending on how busy our workshop is. Please contact us if you would like to know more specifically how long the item or items you ordered will take to be made.
Shipping fees are fixed and are determined according to the destination address and not the merchandise weight. Our fixed shipping fees are as follows:
- Québec : $15
- Ontario : $15
- Rest of Canada : $25
- United States : $35
- International : $60
*Estimated delivery time: 5-10 business days. (Time depends upon region and shipping destination)
**Purchases will be sent to the delivery address specified in the order, meaning that you may ship to an address other than the billing address.
***Once the parcel has been shipped you are responsible for pick-up at a postal outlet if required. If the parcel is not claimed at a postal outlet and is returned to us, penalties and shipping charges will apply.
**** If you wish to have the tracking link/number of your shipment please contacts us at (firstname.lastname@example.org) so we can send it to you.
***** All customs charges for international shipments are the responsibility of the customer.
******A personal identification number is required for all shipments outside of Canada. This number will remain confidential and will only be divulged as required by customs to ensure parcel shipment.
If you would like to return an item you ordered for the following reasons (wrong size, wrong item, or satisfaction issues), simply contact us and return it within 7 days after receiving to arrange for an exchange or a credit, case dependent. Please note that no refund will be issued.
Any items purchased from our independent stores can not be exchanged for a credit note from us directly. Please contact the store you bought the item from for any exchange or refund requests.
Contact us as soon as possible by email (email@example.com ) to facilitate the return process. Please include your name, invoice number and the reason of the return. Upon reception of a return authorization number, you may return the merchandise.
Credit or exchange will be processed within 3-5 business days upon reception of the merchandise at the Eve Gravel workshop. Please note that shipping fees are not refundable. The client is responsible for all costs related to returned merchandise transportation, except in the case of a mistake on our part. In that case, a credit note to cover the entire cost of shipping will be issued.
Our credit notes have no expiry date, you are free to use them whenever you want, on the item (s) of your choice.
Every item is carefully inspected before shipping. Items cannot be returned if worn (except for fitting), damaged, or if labels have been removed. They must be returned in a suitable condition for resale.
Important: Our customer service department will reply to all requests within 3 business days with instructions about our returns and exchange policy. If you have not received a reply within 3 business days of your request or if you have any other questions regarding your return, please contact us at firstname.lastname@example.org or 514-490-4250.