FAQ at The Abbey
Shipping & Delivery
What countries do you ship to?
We ship across North America and to select international destinations. Shipping costs and delivery times vary by location and will be calculated at checkout. For more information, please visit our shipping page.
How long will it take to receive my order?
Canadian orders typically arrive within 5-7 business days. International orders may take 10-14 business days, depending on your location.
Do you offer expedited shipping?
Yes! Expedited shipping options are available at checkout if you need your order faster.
How can I track my order?
Once your order ships, you'll receive a tracking number via email so you can monitor your delivery.
Customs, Duties & Brokerage
Will I have to pay customs duties or taxes on my international order?
Yes, international orders may be subject to customs duties, taxes, and brokerage fees imposed by your country. These charges are determined by your local customs authority and are the responsibility of the recipient. Please note that these fees are not included in your order total at checkout.
How much will customs duties cost?
The cost of customs duties and taxes varies by country and depends on your local regulations, the type of goods being imported, and the total value of your order. If you'd like an estimate of potential duties and fees for your specific location, feel free to contact us before placing your order. However, please keep in mind that the final amount is determined by your country's customs authority.
What are brokerage fees?
Brokerage fees are charges applied by shipping carriers to handle the customs clearance process on your behalf. These fees are separate from customs duties and taxes and are typically collected by the carrier upon delivery. The amount may vary depending on the carrier and the complexity of the customs process.
Can I avoid or reduce these fees?
Unfortunately, customs duties, taxes, and brokerage fees are set by your country's customs authority and cannot be avoided. To minimize unexpected charges, we recommend checking with your local customs office for detailed information about import regulations and potential fees before placing an international order.
Who do I pay these fees to?
Customs duties, taxes, and brokerage fees are usually collected by the shipping carrier at the time of delivery. In some cases, your country's customs authority may contact you directly to arrange payment. Be prepared to settle these charges to ensure the timely release of your shipment.
What happens if I refuse to pay these fees?
If you choose not to pay the required customs duties, taxes, or brokerage fees, your shipment may be held by customs or returned to us. Please note that any return shipping costs or additional fees incurred will be deducted from your refund, if applicable.
Are there any items that are exempt from customs duties?
Some countries may exempt certain items from customs duties based on their value or type. For example, gifts under a specific value threshold may qualify for duty-free entry. We recommend consulting your local customs office to determine if your order qualifies for any exemptions.
How can I track the status of my shipment through customs?
Most shipping carriers provide tracking information that includes updates on customs clearance. If your shipment is delayed, it may be undergoing inspection by customs. You can contact the carrier or your local customs office for more details about the status of your package.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of receipt for items in original, unworn condition with all tags attached. Link to our return page
How do I start a return or exchange?
Contact our customer service team or log in to your account to initiate a return or exchange request. We'll guide you through the process. Link to our return page
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item arrived defective or we made an error with your order. Link to our return page
How long do refunds take?
Refunds are processed within 5-7 business days after we receive your returned item. The funds will appear in your original payment method.
Orders & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), for a fast and secure checkout.
Can I modify or cancel my order?
Please contact us immediately if you need to make changes. Once an order has shipped, we cannot modify or cancel it.
Is my payment information secure?
Absolutely. All transactions are encrypted and securely processed through Shopify's trusted payment system.
Do you offer gift cards?
Yes! Gift cards are available for purchase and make the perfect gift for any occasion.
Products & Sizing
How do I choose the right size?
Each product page includes a detailed size guide with measurements. If you're between sizes, we recommend sizing up for a more comfortable fit.
Are your products authentic?
Yes, we guarantee all products are 100% authentic and sourced directly from authorized suppliers and brands.
Do you restock sold-out items?
We do our best to restock popular items. Sign up for email notifications on product pages to be alerted when items are back in stock.
Customer Service
How can I contact customer service?
You can reach us via email, phone, or through the chat feature on our website. We typically respond within 24 hours during business days. Link to our contact page