Shipping + Returns
Most items are ready to ship and will ship within 5-10 business days after ordering. We are a small team and appreciate your patience with us as we work to get orders out as quickly as possible.
We offer free standard shipping on orders over 300$. We always suggest purchasing tracking if you are concerned about shipment times.
Please be aware that shipping carriers have experienced a increase in parcel mail and to expect delays due to this. We are unable to see more than what the tracking information provides.
Shelter is legally not responsible for lost or damaged goods. We recommend purchasing tracked shipping when possible and keeping all confirmation details securely, should further investigation be required.
Please note, that any item purchased at a discount is final sale and therefore not eligible for returns.
ALL sale items, promotional code items and custom ordered items are FINAL sale.
ESTIMATED SHIPPING TIMES
- Canada : 5 - 8 business days
- North America : 5 - 10 business days
- Europe : 2 - 3 weeks
We do our best to meet these shipping estimates, but cannot guarantee them.
Shelter is not legally responsible for any lost, damaged, or stolen packages. Once the item is shipped it is no longer our responsibility.
If you are local to the Comox Valley and are able to pick up in our Courtenay studio please select "Local Pick Up" at check out and you will not be charged shipping. We will email you once your package is ready for pickup. All local pickups must be done through appointment, please email us to set up a time that works best for pickup.
CUSTOMS AND IMPORT TAXES
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
All duties and taxes charged by customs of the destination country are the sole responsibility of the buyer and will not be refunded or reimbursed by Shelter for any reason. We do not declare packages as gifts/low value.
We do not offer exchanges at this time. You are welcome to return the piece and once it is received we will issue you a store credit which can be used towards selecting your desired piece.
CLEANING AND RESTOCKING FEES
We reserve the right to charge cleaning fees and restocking fees on returned goods. Should the item be returned to us with dirt, debris, or smell (excessive pet hair, perfumes etc...) you will be notified, sent images, and issued a store credit minus a 20% cleaning fee. If your item is returned with stains or smoke smell, it will be returned to you and will be considered final sale. Customers are responsible for all return shipping costs, and packages must be tracked.
We ONLY accept returns within 14 days after receipt of delivery.
Shelter works really hard to plan our launches to minimize overproduction. This allows us to stay true to our values and is the most sustainable approach. For this reason, we are unable to accept returns past our stated 14 day policy, and while we are always here to help, we will not be able to accommodate returns outside of this window. We thank you for your understanding.
The mailing cost must be covered by you and once the item(s) are returned we will make you a store credit for the amount of the order. All returned packages must be tracked. Please send tracking information to firstname.lastname@example.org. If you do not pay for tracked shipping, we cannot be held responsible for your order.
If there is an error or fault in an item please send us an email explaining the issue with photos and we can make a plan from there. We stand behind the quality of our garments. Please note, this does not include regular wear and tear.
All undergarments and sale items are final sale. If you choose to send these items back to us, you will not be issued a store credit, nor will the items be returned to you.
If you have questions not answered here, please reach-out to email@example.com
If you're ready to begin a return please enter your details into our Return Portal. You will hear back from us within a few days after submitting your return request.