Shipping & Returns

Shipping and Delivery

  • Once your payment has been received, your order will be processed as soon as possible. Please note that we do not ship weekends or holidays.
  • To serve you better all products seen on the website are in stock and ready to be shipped (unless one of our very few preorders). We currently ship across Canada and the United States.
  • FREE SHIPPING  in Canada for orders over $75 (prior to gst). Under $75 is only $10 Shipping. ONLY $20 CAN charge for shipping to the United States!!
  • Please note that we cannot be responsible for any delays caused by customers. In addition, it is the customers responsibility to contact the post office in the event that your package is placed on hold or unable to deliver. In the event that your package is sent back to sender, we unfortunately cannot be responsible for costs related to re-shipping. In the event that it appears your package has been damaged or tampered with, it is the customers responsibility to contact the delivery company to file the appropriate claim. Once a claim has been filed, a copy must be emailed to Twisted Label Boutique at customerservice@twistedlabel.ca. Also, packages are sent expedited through Canada Post with $100 insurance included in our Free Shipping offer. If you would like additional insurance on your package, those charges will be at your cost. Simply contact us at customerservice@twistedlabel.ca or put it in the notes section of your order, if you would like additional insurance added. 
  • Duties and Taxes All taxes, duties and other associated fees will be the customer's responsibility.  Once your order is paid for, you have paid for the product and the shipping expenses but not duties or additional taxes of your respective country.
  • Curbside Pickup Items can be ordered online and picked up curbside, please select "curbside pickup" during checkout.  Curbside Pickup is not a "hold" option, meaning if you choose to have it shipped to you in the future, whether combined with another order or not, you will receive a shipping invoice if your original order was under $75 prior to gst. (This , of course, excludes 'Merge' orders, but all merge must be completed within 12 hrs of each other). Curbside Pickups are Tuesdays, Wednesdays, Thursdays, and Fridays from 11am to 2pm. You will receive an email as soon as your order is ready for pickup.  Please remain in your vehicle, text the provided phone number (403-704-5040), and your order will be brought to you in your vehicle. 

Returns

  • Immediate manufacturer defect upon receiving your item. You must notify us in writing within 3 days of receiving your product regarding a manufacturers defect.  When contacting us please list your name, defective items, reason for return and your invoice number.
  • All returns must be received back to us within 21days of purchase date. All tags must still be attached to items, as well as items unworn, unwashed, no pet hair, and must not smell of smoke. All footwear boxes must be returned to us wrapped in paper or in a polymailer, and boxes must be returned in brand new condition.  If your return qualifies we will send you return instructions via email.  Any returns received by Twisted Label without a return authorization issued by Twisted Label will not be accepted.  Upon receiving the item(s) we will issue you a store credit less any shipping costs of the original purchase. This store credit  can be used at the store or on our website.
  • Immediate Exchanges are not available as returns must sit for 72hrs before being processed. However, exchanges after this time period can be done, and can be accepted at Twisted Label's discretion. Additional shipping costs will be added to all exchanges. "Free Shipping over $75" only includes the original shipment, not any exchanges. Exchanges will have an $10 shipping charge attached. We are also unable to "hold" items. 
  • All returning shipment charges are at your expense.
  • All Sale and Discounted items are final sale. No Exchange or Store Credit.
  • Orders can not be cancelled or refunded for cash. 
  • All jewelry, bralettes, and intimates are Final Sale for hygenic reasons. 
  • All discount codes need to be used at the time of purchase. The amount cannot be refunded after the order is completed. If you are having trouble with a discount code not working, please email us at customerservice@twistedlabel.ca. Please note that your email may not be seen right away but will be responded to as soon as possible.
  • Returns are only accepted if received back within 21 days of purchase. If we receive your return and it is past this 3 week time period, your return will not be able to be processed or will be subject to a minimum 30% restocking fee (if it's within a month of the purchase).   
  • No cash refunds. Exchange or Store Credit only on regular priced purchases. Exchanges are no longer accepted at Curbside Pickup, as the returning item must quarantine for at least 72 hours before we can open it and process it. 
  • Due to new AHS guidelines... all returns will be sprayed and then must sit for at least 72hrs before they can be processed. Please be patient with us. We will get these processed as soon as we can.