FAQ
Q: Can I change or manage my order after checkout?
A: You may cancel or make changes to your order as long as the order has not been shipped. Please contact us through email at info@shoppalu.com . Please also be advised that You can view your order history and order status by logging into your account and clicking on the “order status” link.
Q: Does Shoppalu deal with customs?
A: For orders shipped outside of the U.S. and Canada, you should consult the customs legislations of your country. We do not take responsibility for duty fees, brokerage fees and shipment delays due to customs, if any.
Q: What are your shipping fees?
A: Please consult our Shipping info page.
Q: What are the sales taxes I have to pay?
A: Orders shipped outside of Canada are not subject to any sales tax.
Orders shipped to:
- Quebec are subject to 5% GST and 7.5% PST on the purchase amount or a total sales tax of 13.925%.
- British Columbia are subject to 12% HST.
- Ontario, Newfoundland and Labrador, and New Brunswick, are subject to 13% HST.
- Nova Scotia are subject to 15% HST.
- Any other Canadian provinces or territories are only subject to 5% GST.
Checkout
Upon checking out, you will be prompted to sign into your account. You will be able to make changes to your cart until the order is confirmed.
Q: What forms of payment do you accept?
A: We accept payments by Visa, Mastercard, and American Express. We use Paypal as a payment platform.
Q: Can I return an item that I have purchased?
A: Please understand that all of our items are one-of-a-kind and often times, quite delicate, and may sometimes been damaged even through the shipping process, therefore we can’t always offer full refunds. We do offer full refunds on outer wear, bags and shoes, as long as the items has not been worn or damaged in any way.
Items marked final sale and intimates cannot be returned. We do offer store credit for all bottoms (pants, skirts, jeans), dresses and tops. For further questions, please consult our Returns Page .
United States:
Returns from the U.S. must be shipped via UPS or Fedex. Returns from the U.S. shipped through other companies than UPS or Fedex will be refused. All the returned items should be declared as a “return of Canadian merchandise” on the customs declaration; returned items that don’t have this mention on their custom declaration will be refused and returned to the sender.
International:
We do not accept returns from outside the U.S. and Canada.
Q: What if I want to buy a sold out item? Or it’s not the right size?
A: Nearly all of our vintage pieces are one-of–a-kind. Because we only acquire one of each item, we cannot restock specific pieces. We are always on the lookout for amazing pieces and often stock the store with similar styles, so please check back to find our latest vintage. We promise you will fall in love.
Q: Can I return items that were purchased on sale?
A: All items purchased on sale or marked down are final.
Q: Can I change something on my order?
A: If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.
Please email our customer care department at info@shoppalu.com
Q: Why does it say that I charged twice?
A: Your credit card will only be charged once after your order ships.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.
Q: I keep getting an error when trying to place an order. What should I do?
A: If you are receiving an error message, there may be a problem with the information you entered about your credit card, billing or shipping address. Please review all information closely and look for typos or mis-keyed numbers. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
If you continue to receive error messages please contact our customer care department at:
info@shoppalu.com
Q: How long does it take to process my return?
A: Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Q: I need my items asap, why can’t I receive them by tomorrow morning?
A: Unfortunately at this time we don’t have the capacity to ship priority courier. But we are working hard on getting that form of shipping ready for you!
Q: When will my order ship?
A: Most orders ship within 2 business days of purchase. Shipping times may vary. Orders are not shipped on the weekends or holidays.
As soon as your order ships you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add info@shoppalu.com to your safe sender list.
Q: Where can I find information about how to measure my size and fit?
A: Please see our measurements under sizing for each individual garment. If you have specific questions about a fit of an item or measurement guidelines, please email our customer care department at info@shoppalu.com.
Q: Is it possible to add another item to my order, even if I just placed my order?
Unfortunately we cannot add items to an existing order. But we can try to waive your shipping fee on the addition order, so please shoot us an email asap!
You may email us at: info@shoppalu.com. Please reference your previous order number.