Return and exchange Policy

Return and exchange Policy

Women, Men and Shoes Items

Items marked final sale cannot be returned. Returns must be postmarked within 10 days of the package delivery date. The items must not be worn, altered, damaged or washed and must have their original tags and packaging. We do not accept returns for underwear, swimwear and jewelry. Shipping fees are not refundable. The balance will be refunded to your credit card within 5 business days of the reception of the item at The Pepin Shop office. All returns must be authorized by us prior to the return; you will need to contact us prior to proceeding with a return. You will be provided with return instructions along with a return authorization number. The return authorization number must be clearly written on the outside of the package. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance.

Home & Office and Wall Decor Items

You may return any product you have ordered from The Pepin Shop within 10 days from receipt of delivery of merchandise. No refunds will be given, only store credits. The Pepin Shop will issue a store credit for items returned, providing the goods are in a perfect and sellable condition, and in their original packaging. We are unable to accept returns of goods that do not meet these requirements, flat-packed items that have been assembled, or special order items.

Goods are the customer's responsibility until they reach us and are returned at your expense. We therefore recommend that you send them by registered post, retaining proof of postage. The Pepin Shop cannot be held responsible for returned goods being lost in transit without proof of postage. We may require a signed proof of delivery before a store credit can be issued. Store Credits will be processed after the goods have been received. We aim to process all returned goods within 2 weeks of receipt.

Please return merchandise to the following address:
The Pepin Shop
373 Place d'Youville, office 205
Montreal, Quebec, Canada H2Y 2B7

In the unlikely event that your order arrives damaged, please email shop@thepepinshop.com or call (514) 844-2512 to inform us within 48 hours of receipt of goods. All CLEARANCE or SALE items are sold as is. No returns, refunds, or exchanges will be issued. All returns are subject to the discretion of The Pepin Shop.

In-Store Returns

Alternatively, you may return the goods in person to our Montreal shop where we will be happy to provide you with an exchange or issue a store credit, providing the goods meet the return requirements outlined above, and providing you have a receipt of your order. Without a receipt we will not be able to process your return in our store.

Please bring with you the packing slip you received with the goods and the order confirmation email (if possible), as well as the goods themselves. Please note for all returns: the store credit will be issued to the billing name, address, telephone number. A member of our staff will request a form of identification to check and ensure the name on the store credit is the same as the name on the packing slip. This is done for your protection.

Goods returned to us that do not meet our returns criteria will not be processed. All SALE/CLEARANCE items are sold as is. No returns, refunds or exchanges will be issued. All returns are subject to the discretion of The Pepin Shop.

Returns - Furniture

On delivery of furniture items you will be asked to sign a Proof of Delivery Notice/Delivery Acceptance Notification. In the event that you refuse to sign, our delivery company will return all merchandise to the shop. In the event that you are unhappy with a furniture delivery after you have accepted it please contact our Online Customer Service team at shop@thepepinshop.com or call (514) 844-2512 within 48 hours of receipt. Special order items cannot be canceled and are not eligible for store credit.

For non-special order furniture items, please arrange a pick up for the item(s) with a member of our Online Team. A delivery fee will apply for pick up/return of merchandise. A member of our Online Team will be happy to quote this delivery charge to you. Once the item is back in our warehouse, we will arrange for it to be inspected by our quality control manager. In the event that the item is faulty we will be happy to arrange an exchange. In the event that the item is not faulty or damaged we reserve the right to charge a 25% repacking fee plus any other delivery or collection fees incurred. All SALE/CLEARANCE items are sold as is. No returns, refunds or exchanges will be issued. All returns are subject to the discretion of The Pepin Shop.

Damages to Property Upon Delivery

Our delivery company does their best to protect the furniture and your property. In the event that damage does occur on delivery to either property or to the item of furniture please contact our Online Customer Service Team within 48 hours shop@thepepinshop.com or by calling (514) 844-2512.