Frequently Asked Questions

Of course. You can return or exchange products in new or like-new conditions within 30 days of receiving the product. However, custom made products are not returnable/exchangeable.

Please email feedback@normalouisa.com to report damaged goods to the customer service department within 72 hours of receiving the product. We will resend a replacement product as soon as possible. You may discuss the other options such as requesting a refund with the customer service department.

Yes, in store pick-ups are available in our locations in Toronto and Winnipeg. You will receive a confirmation email or call to collect the product from the store once it is ready. We cannot guarantee availability of the product prior to the confirmation call or email.

You can call our customer service department at email us at feedback@normalouisa.com immediately after you place the order. You may have time up to about 24 hours after you place the order. However note that some orders get shipped right after it is placed. Reshipping charges may applicable.

If the item has reached the wrong address, the item has to be returned to the warehouse before being re-shipped to the correct address. Any re-shipping charges has to be borne by the customer. If the product is lost at the wrong address, the customer has to reorder the product at his or her cost.

Usually, it would take 3-5 days within Canada. However, the time may differ depending on seasons. It also may take longer if it is a non-stock item and we have to order it in from our vendor. In that case, it could take up to 10 business days. However our customer service team would inform you of the delay if this is the case.

Yes. We accept Visa, American Express, Mastercard and Paypal and Apple Pay.

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