Complimentary Shipping on Orders $150+ in Canada & USA
Complimentary Shipping on Orders $150+ in Canada & USA
We want you to feel confident in every purchase. If something is not quite right, we are happy to assist with returns or exchanges in accordance with the guidelines below.
Return or exchange requests must be initiated within 14 days of delivery. Items must be received back by PELLIARTS within 21 days of delivery, unless otherwise arranged and approved in writing.
Returns or exchanges sent back without prior approval may not be accepted.
Items must be returned in their original condition: unworn, unused, unwashed, unaltered, clean, and free from stains, odors, perfume, smoke, pet hair, makeup, or other signs of wear.
All original tags, packaging, accessories, and included materials must be returned with the item.
PELLIARTS reserves the right to refuse a return or exchange if the item does not meet these condition requirements.
To start a return or exchange, please contact us at info@pelliarts.com within 14 days of delivery.
Please include your order number, the name used on the order, the item you would like to return or exchange, and the reason for your request. If the item arrived damaged, incorrect, or there is a condition concern, please include clear photos so we can review it properly.
Returns and exchanges must be approved before items are sent back. Once approved, we will provide next steps for returning the item.
Canada Returns
For returns for refund, customers are responsible for return shipping costs unless the return is due to an error by PELLIARTS, such as an incorrect item being sent, or another issue approved by us.
Once a return is approved, PELLIARTS will provide return instructions. In some cases, we may provide a return shipping label for convenience. If a label is provided for a return for refund, the cost of return shipping may be deducted from the refund unless otherwise stated.
Approved size exchanges are handled separately and may qualify for a prepaid return shipping label as described in the Exchanges section above.
Return shipments must be packed securely and shipped using a trackable service. PELLIARTS is not responsible for returns that are lost, delayed, damaged, or sent without tracking.
International Returns
International returns must be approved by PELLIARTS before being shipped back. For returns for refund, customers are responsible for return shipping costs and for any duties, taxes, customs fees, brokerage charges, import charges, or other costs associated with the return shipment, unless the return is due to an error by PELLIARTS or otherwise approved by us.
Approved international size exchanges are subject to the separate shipping and customs terms described in the Exchanges section above.
If any return-related charges are billed to PELLIARTS, those amounts may be deducted from the refund or charged to the customer.
International returns should be shipped using a trackable service and, where applicable, clearly identified as returned merchandise. PELLIARTS will provide return instructions after the request has been approved.
Refunds are processed in accordance with our Refund Processing policy once the returned item has been received, inspected, and approved.
Approved returns or exchanges may be dropped off at our Toronto location Monday–Friday, 10am–5pm. No appointment is required once the return or exchange has been approved.
Please contact us at info@pelliarts.com before bringing an item back so we can confirm eligibility and provide return instructions.
Items dropped off without prior return approval may not be accepted. All returned items must still be inspected before a refund or exchange is completed.
Exchanges may be available for eligible items depending on stock, size, colour, style availability, and item condition.
To request an exchange, please contact us at info@pelliarts.com within 14 days of delivery with your order number, the item you would like to exchange, and the size, colour, or style you are requesting.
For an approved size exchange, PELLIARTS will provide a prepaid return shipping label. Prepaid return shipping applies to approved size exchanges only and does not apply to returns for refund or to exchanges requested for colour, style, or other preference changes.
If the requested exchange item is unavailable, we may offer a return, store credit, or another available option depending on the item’s eligibility.
All exchange items must meet the same condition requirements as returns and are subject to inspection before an exchange is completed.
International Exchanges
International exchanges must be approved before an item is shipped back to us. For an approved size exchange, the prepaid return shipping label provided by PELLIARTS covers the return transportation cost only.
Customers remain responsible for any duties, taxes, customs fees, brokerage charges, import charges, or other border-related costs that may arise from the return or replacement shipment, unless the exchange is required due to an error by PELLIARTS or otherwise approved by us.
If any exchange-related customs or import charges are billed to PELLIARTS, those amounts may be charged to the customer or deducted from any applicable refund or store credit.
Where required, PELLIARTS will provide appropriate customs documentation for the replacement shipment. Final assessment of duties, taxes, or other import charges is determined by the applicable customs authorities.
Some items are final sale and are not eligible for return or exchange. This may include items marked final sale, clearance items, gift cards, custom-made or specially commissioned pieces, special-order items, altered items, and items approved or produced outside our standard product offering.
For clarity, a standard catalogue item that is completed or produced from materials currently available in our workshop as part of our normal fulfillment process is not considered custom or made-to-order solely for that reason. Any item that is custom, special-order, altered, or final sale will be identified as such before purchase.
Once your return is received, PELLIARTS will inspect the item to confirm it meets our return requirements. If approved, the refund will be issued to the original payment method used at checkout whenever possible.
Approved refunds will be processed within 10 business days after the returned item has been received and inspected. Your bank, credit card provider, or payment processor may require additional time before the refund appears on your statement.
Original shipping fees are non-refundable unless the return is due to an error by PELLIARTS or another issue approved by us.
Any return shipping costs, duties, taxes, customs fees, brokerage charges, or import-related costs billed to PELLIARTS may be deducted from the refund unless the return is due to an error by PELLIARTS.
PELLIARTS pieces may be made with natural materials such as fur, leather, wool, cashmere, shearling, and other textiles. Natural variations in colour, grain, texture, fur density, pattern, markings, and finish are part of the character of these materials and are not considered defects.
Product photos are intended to represent the item as accurately as possible, but slight variations may occur due to natural materials, lighting, screen settings, and the individual character of each piece.
Returns or exchanges are not accepted for natural variations that are consistent with the material, craftsmanship, or product description.
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