Our production team prides themselves on unparalleled product quality. We believe that the better the quality, the longer the product lasts. In production, before approving a new product type to our brands, we perform a series of durability, wash, and wear tests to make sure they’ll stand the test of time. Further, once you have placed an order, all orders go through a 3-step quality check before they are approved for shipment. However, if a damaged or mislabeled item was accidentally let through Quality Control, or was damaged during shipment, our fulfillment team will take full responsibility and provide a Free Replacement with Free Shipping expedited to the quickest option available.
Acceptable Claims
Any claims for misprinted/damaged/defective items or a wrong item received must be submitted within 7 days after the product has been received/ delivered. Claims deemed as an error on our part are covered at our expense and you will be eligible for a refund or a free replacement with free shipping expedited to the quickest option available.
For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date. Please see the section below for instructions on what to do if your package is lost in the mail.
If you notice an issue with the products or anything else in the order, please e-mail our customer support team at your earliest convenience within 7 days and include detailed photos of the damaged product, your order number, and any other details you may have about your order. It is important that you include photos with your initial e-mail to help our team help you faster.
Once you submit a claim with the customer support team, if applicable, they will provide you with the appropriate return address for your package. This address should only be used for product returns and you can only do so after speaking with the customer support team. Please note that all other types of correspondence (fan art, letters, thank you notes, etc.) sent to this address will be returned to the sender as our return facility is not legally permitted to open correspondence that is not addressed to them.
Prepaid Return Labels
We do not provide prepaid return labels and you are responsible for covering shipping costs to return.
Lost Package
For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date.
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation e-mail for any mistakes in the delivery address.
- Ask your local post office and/or concierge if they have your package.
- Stop by your neighbors and/or roommates in case the shipping carrier has left the package with them.
If the shipping address you have provided was correct and the package was not left at any of the places above, please get in touch with us at customerexperience@simble.ca with your order number.
If you did find a mistake in your delivery address and the address was considered insufficient by the courier, the package will be returned to our facility. Once this is confirmed, you will eligible for a replacement order, but shipping will be at your own cost. After checking everything above, please get in touch with us at customerexperience@simble.ca and we will gladly see what we can do.
IMPORTANT: Please note if the tracking information states the order was successfully delivered to the shipping address you have provided, we cannot take responsibility and re-ship that particular order. In that case, the request for refund/replacement cannot be accepted.
Wrong Customer Shipping Address
If you provide an address that is considered insufficient by the shipping courier, the shipment will be returned to our facility. Not to worry, please contact our support team and they will arrange to re-ship the package back to the correct address. Please note you will be liable for reshipment costs once we have confirmed the updated address with you.
Final Sale Items
All items ending in $.00, .96, .97, and .98, bodysuits, swimwear, undergarments, beauty products, cosmetics, accessories, and “Party Wear” (such as Halloween costumes) are considered final sale, non-returnable, and cannot be returned/replaced.
*EXCEPTION: these products can be eligible for a return/replacement only if the product is received misprinted/damaged/defective or if you have received the wrong item or a size which you have not ordered. If so, please follow the instructions and deadlines outlined throughout this policy.
Sealed Goods
Sealed goods are required to be final sale. Simble does not accept returns of sealed goods such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. Due to health, safety, and protection reasons, our facilities cannot accept them. Any sealed goods returned to our Distribution Center will be discarded upon receipt.
*EXCEPTION: these products can be eligible for a return/replacement only if the product is received misprinted/damaged/defective or if you have received the wrong item or a size which you have not ordered. If so, please follow the instructions and deadlines outlined throughout this policy.
Returning Customized Products
Customized products include products that are configured, personalized, or inscribed (i.e.: engravings, stamps, monograms, embroidery, embossing, etching, carving or printing). To file a claim for these items please note the following:
- Notification to the customer support team within 7 days of receipt of the item.
- Due to name, design, and colour configuration, inscription, or design on these products, Simble is not required to accept returns or exchanges unless the products are damaged/defective upon arrival, or materially different from what was ordered.
- If there is a misspelling or error in the configuration, inscription, or design due to a mistake in the fulfillment process, you are protected as per Simble’s guarantee.
- All product packaging (such as boxes) and (if applicable) certificates of authenticity, grading, and appraisal must be returned with the item. Products missing all their applicable tags are not acceptable for return.
Buyer’s Remorse
Currently, we are unable to offer returns and replacement for buyer’s remorse or if the customer orders the wrong size, however, we will offer a refund/ send a free replacement with free shipping expedited to the quickest option available if you have received an item or size which you have not ordered. If there’s something wrong with your order, please let us know by contacting us at customerexperience@simble.ca.
We’ve made it easy! Check out our sizing charts—we have set-up advanced and accurate dedicated sizing charts as well other helpful resources for each item. All sizing charts are found in the product description section for each respective product. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at customerexperience@simble.ca within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we will immediately take care of your problem either by sending you a new one, or issuing a refund!
Additional Information on our Return Policy
- Items must be unworn, unwashed, and have original tags attached and returned in their original packaging.
- We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
- All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery.
- Return drop-offs are not accepted at our DC or corporate office.
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.
Non-Simble items sent to our Distribution Center will be discarded upon receipt.
Notification for EU consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore Simble reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Return Procedure
You must submit a return/replacement claim with our customer support team and they will advise on next steps depending on each case. We currently do not refund orders for buyer’s remorse or size exchanges, but we will gladly assist with a return/replacement if you have received a faulty product, wrong item, or a size which you have not ordered.
When submitting your return/replacement claim, please include the order number, a detailed description of the issue, and a clear relevant photo in order to avoid any delays in the process. Please see helpful resources on this topic here.
For more information, please visit our Help Center.