Returns & Exchanges Policy

    Items are only eligible for return or exchange if:

    • Requested within 15 days of the product being picked up or delivered
    • They have all the original hang tags and price tags
    • They are unworn and unwashed
    • Shipping within Canada

    The following are not eligible for return or exchange and considered FINAL SALE:

    • For hygienic reasons: beauty care, swimsuits, underwear, face mask and socks
    • Items marked as raffle, exclusive, limited edition or special release
    • Items on sale or clearance with a discount of 19% or more
    • Ordered shipped outside of Canada (USA & International)

    Returns

    Returns are accepted with the payment refunded to an Off The Hook digital Gift Card as store credit. This can be used towards a future purchase either in-store or online.

    The original shipping cost will be deducted from your store credit. If you received free shipping on your order: the shipping cost of either $9.99 or $17.99 (depending on province) plus applicable taxes will be deducted from your refund.

    Free Shipping promtions only apply if you keep your order.

    Shipping Return Method

    Please contact our Customer Experience team directly via email cs@offthehook.ca  

    We will coordinate the return with you. 

    Return Shipping Costs

    We offer one (1) FREE return per order. If you wish to return multiple items from your order, the shipping charges will be deducted from your refund.

    Drop off your return package at Canada Post:

    • Our Customer Experience team will email you a prepaid return label
    • Repackage the product(s) in a shipping box
    • Print and tape the attached return label (prepaid) to the box
    • Bring your package to any Canada Post office

    If you do not have a printer, we will guide you through receiving a QR code to use at the post office.

    Returns must be dropped off at the post office within 15 days of receiving the return label. Otherwise, your return label will be voided and no longer eligible for return. 

    Please ensure that all items are properly packaged. All footwear must be returned in the original shoe box and shipped back to us in a shipping box. Any items not received back in the condition in which it was shipped may be refused or subject to a 25% restocking fee.

    If you return products to us without contacting our Customer Experience team first. We may refuse your return or you may be subject to a 25% restocking fee.

    Failure to return items:

    Returns must be dropped off at the post office within 15 days of receiving the return label. Otherwise, your return label will be voided and your order will no longer be eligible for return. 

    Processing your return:

    • Please allow us 1-2 business days to process your return
    • Our warehouse team will inspect for any damages once received
    • We will issue your refund to an OTH Gift Card via email

    In-store Return Method

    • No need to contact our Customer Experience team as long as your order meets our return criteria
    • Please go to our store directly with proof of purchase to initiate the returns process. 
    • The cashier will inspect the items for any damages 
    • The cashier will issue your refund to an OTH Gift Card

    Exchanges

    Please contact our Customer Experience team directly via email cs@offthehook.ca  

    We will coordinate the return and exchange with you. 

    Return/Exchange Shipping Costs

    We offer one (1) FREE return per order. We will cover the cost of the return shipping for one (1) item per order. 

    If you wish to return multiple items from your order, you will need to cover all shipping costs. 

    The cost to ship the exchange will depend on your province: 

    Eastern Canada - $9.99 + applicable taxes

    Quebec, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador

    Western Canada - $17.99 + applicable taxes

    Alberta, British Columbia, Manitoba and Saskatchewan

    Drop off your return package at Canada Post:

    • Our Customer Experience team will email you a prepaid return label
    • Repackage the product(s) in a shipping box
    • Print and tape the attached return label (prepaid) to the box
    • Bring your package to any Canada Post office

    Processing your return/exchange:

    • Please allow us 1-2 business days to process your return/exchange
    • Our warehouse team will inspect for any damages once received
    • Once we ship your exchange, you will receive a shipping confirmation with tracking information

    Failure to return items:

    Returns must be dropped off at the post office within 15 days of receiving the return label. Otherwise, your return label will be voided and your order will no longer be eligible for return. 

    If you paid for exchange shipping - we will refund the shipping costs to an Off The Hook digital gift card.