SHIPPING & RETURNS

SHIPPING

We ship all items from Victoria, Canada using Canada Post, within 1-5 business days of receiving your order.

If you have any special shipping instructions please make notes in the notes section, or contact us after placing your order and we will do our best to meet your special request.

All shipping rates are in Canadian Dollars. On international orders, all duties, customs and taxes incurred are the responsibility of the customer. If you require any additional information regarding duties, customs and taxes in your country, please contact your local customs office.

Shipping and handling charges are non refundable, and we highly recommend choosing a shipping option that offers tracking.

Open House is not responsible for any items lost or delayed in transit.  After an item has shipped, it is no longer our responsibility. We are unable to replace or refund stolen packages or unretrieved packages that have been confirmed as delivered. We are not responsible for items that are not received due to an incorrect or incomplete shipping address. We will always try our best to assist you in any situation.

Delivery times are only estimates, there can be additional delays if the package is crossing a border, or delivery falls during a holiday. We do not promise delivery dates or assume any responsibility for delivery times, as this is beyond our control.

We ship with Canada Post as we find this option to be the least costly, particularly when crossing borders. Canada Post will pass the package on to your National Post in whichever country you are ordering from. When a package crosses a border, you are responsible for any processing fees, customs duties or taxes charged by your country.

Free Shipping 

We offer free shipping within Canada and the USA via Canada Post on full price purchases of $300 or more (before sales taxes). Free shipping does not apply to sale items, promotions or coupon codes. 

We offer free shipping for International orders on full price purchases of $500 or more (before sales taxes). Free shipping does not apply to sale items, promotions or coupon codes. 

International Shipments

Please select your preferred shipping method at checkout, we recommend choosing a shipping option that has tracking. Extra security measures may be required before we ship out your order.

Unfortunately we are unable to offer International exchanges or returns at this time, as the shipping and related charges often work out to be more than the cost of the item itself.

Risk of Loss

All items purchased from Open House are made pursuant to a shipment contract. This means the risk of loss and title for such items is passed to you upon our delivery to the carrier, Canada Post. All packages come with up to $100 insurance and Canada Post always does their best to locate any lost shipments, this is a very rare occurrence. For this reason we recommend you select a shipping option that offers tracking.

Local Pick Up:

We are happy to offer curb-side and in-store pick up from the shop on all online orders. Please select local pick-up when checking out. We will email you once your order is ready. We will do our best to have your order ready within 1-2 business days.

 

RETURNS 

Online Returns

We want you to LOVE your purchase and are happy to help in any way we can! We are always on hand to send extra photos and measurements and answer any questions you may have about a product.

If you are not completely satisfied with your purchase, we are happy to offer you a store credit or exchange only. Store credit can be used both in-store and online. Please note we do not issue refunds for return items. 

All unauthorized returns/exchanges will not be accepted. Customers are responsible for all return shipping costs, please note that original shipping charges are non-refundable. 

Any item purchased on sale are considered FINAL SALE and are not eligible for return, exchange or store credit, including items sold at promotional discount.

Returns will not be accepted for intimates, swimwear, apothecary or pierced earrings. We do not offer price adjustments for prior purchases.

All returns must be pre-approved. Before returning an item, please contact us at hello@shop-openhouse.com to notify us of the item you wish to return, and the reason for return.

Items must be returned within 5 days upon receipt of delivery, in their original unused, unwashed condition and with all tags still attached. We reserve the right to request proof of shipment date. Customers are responsible for the cost of all return shipments. We highly recommend that you insure all packages, as a full credit will only be issued if the package is not lost or damaged. 

Risk of Loss

All items purchased from Open House are made pursuant to a shipment contract.This means the risk of loss and title for such items is passed to you upon our delivery to the carrier, Canada Post. All packages come with up to $100 insurance and Canada Post always does their best to locate any lost shipments, this is a very rare occurrence. For this reason we recommend you select a shipping option that offers tracking.

 

International Orders

Unfortunately we are unable to offer International exchanges or returns at this time, as the shipping and related charges often work out to be more than the cost of the item itself.

 

In-Store Returns 

All in store purchases are eligible for exchange or store credit only within 5 days of purchase. Please bring your receipt or proof of purchase. All items must be in perfect, unworn condition with all tags and packaging attached. Once your order is returned, you will receive a store-credit to use at any time.

We do not offer returns or exchanges on sale items, lingerie, swimwear, ceramics, candles or apothecary.

All items are carefully checked prior to shipping to ensure they are in perfect condition, but if you notice any damage please contact us right away and send us photos of the damaged packaging or garment.