Help & FAQ


FREQUENTLY ASKED QUESTIONS  

 

What is this store's return and exchange policy ?

We accept exchanges and offer credit notes good for life, however we do not accept refunds. We allow exchanges within 10 days from the date the tracking number says it was delivered. Customer must email us for an exchange request. When we receive and approve the request, we will email more details regarding the exchange.

Do I have to pay the shipping fees to return the items or will you send me a return label? 

No fees need to be paid unless it's an item on sale. We have free shipping return labels for all the other items.

How long do I have to return my item(s)? 

Please return the items within the next 10 days of the delivery date stated on the tracking information.

What will I receive for my return? 

You will be receiving a store credit gift card that will be sent via email. We will add up the total spent on the items returned and include that amount in a store credit gift card. You will use this gift card to purchase your desired size exchange or any other exchange of your choice. We do not provide refunds for returns.

Do I save my tracking number to prove that I returned my items? 

Yes please do! Unfortunately packages do get lost sometimes but with your return tracking information we will know that you did in fact return a package.

Can I return an item(s) in store? 

Yes of course! Please confirm with us by email before stopping by!

I’m missing an item or my items arrived damaged or with a defect!

Please email us info@mennilo.ca as soon as possible with images attached. We will not accept claims if a week has passed from delivery date. 

I received my package a while ago, but I just tried on the items and want to exchange or noticed a defect!

We kindly ask that you try on and inspect your items as soon as they are received. We do not accept returns past the 10 day mark or damaged item claims past 1 week from receiving the items. We sincerely apologize for the inconvenience.  

Do you ship worldwide ?

Yes we do! There is a flat rate charge for standard shipping.

How long will it take to receive my order?

Domestic orders are processed within 3-8 business days (Monday thru Friday). We are closed on Saturdays and Sundays. International orders are processed between 3-10 business days. Depending on your location and the efficiency of your local post office. International ship time is between 1-5 weeks depending on your location and efficiency of your local post office.

 My package has been lost. What should I do?

Please make sure to submit the correct address. We work with canada post and their tracking numbers. So please email us for any inconvenience, we will work together to find the missing package.   

My package was returned due to the incorrect address/ not picking up order with signature confirmation, can you reship it? 

Unfortunately there is a reship fee of $10 for orders that are returned due to incorrect address or orders that are not picked from local post office with signature confirmation.

All items on discount are final sale. Please take this into consideration before purchasing.  

For any additional questions please email us info@mennillo.ca

Thank you for all the support!