FREQUENTLY ASKED QUESTIONS
Can I cancel an order once it's been placed?
Orders cannot be cancelled after they have been placed; payment processing fees are incurred on all transactions that we do not get back if we cancel an order
How do preorders work?
Grace and Lace preorders are really more of a "presale" than a preorder because the items listed on the website have already been ordered but are still enroute to us which is why they have an estimated ship date. They are not in house yet to be shipped right away. Grace and Lace preorders are able to sell out as they are already ordered so they have fixed quantities on the way. A traditional preorder is usually only placed once it has been received which is how the Shirley preorders work; Orders for Shirley preorders are only placed once they are received so there is never a possibility of an item selling out before you are able to order.
Can I use a sale discount code with my loyalty points?
The website will only allow for one discount code to be used at at time. Even if a sale has an automatic discount and no actual code for you to enter, it still works on a code so loyalty points cannot be used for sale purchases
Do you have a physical store or somewhere I can try on clothes?
We are an online boutique only and do not have any facilities available for trying on clothes. We have a flexible return policy in place which will allow you to return something that doesn't fit however we are always happy to help with sizing to avoid returns. If you need any sizing help please reach out to claire@glamourandlace.ca or you can message us on Facebook on the Glamour and Lace Facebook Page
Can I change my order once it has been placed?
It is very time consuming and messy on the system to make any changes to orders after they have been placed so it is not something we like to do however if you have made a mistake on your order, please reach out to us and we will do our best to accommodate the change
What do I do if I have received a damaged item?
While we do our very best to inspect items before they are shipped, there could be times that you receive a damaged item. Please reach out to us by email within 3 days of receiving your order with photos of the damage and we will respond to your email
Do you offer local pick up?
We are based in Calgary and offer local pick up however we only offer pick up using the bin system which has to be prearranged as this is a home based business. If you select local pick up at checkout, you will receive a shipping notification when your order is ready. Please reply to that email as soon as possible with a date and time that you would like to pick up. We will respond to your email to confirm and provide the pick up address. Please do not arrive without receiving your pick up confirmation email for the date and time you requested as your package will not be in the bin for you.
What if I have bought something and it doesn't fit or isn't what I expected?
While we want you to love every purchase, we understand that isn't always possible which is why we make returning an item easy. Please see our full return policy on our website here
Do you offer shipping?
Flat rate shipping in Alberta is $10 or free over $100 excluding tax
Flat rate shipping for the rest of Canada is $12 or free over $125 excluding tax
Flat rate shipping to the US is $20
I received a delivery notice from the post office but my package is not in my mailbox?
It often happens that the Canada Post tracking system does not update accurately for package delivery. Please allow 24-48 hours for your package to be in your mailbox after it shows that it has been delivered. If it is still not there after 48 hours, please contact Canada Post. We are only able to submit a support ticket for an undelivered package 2 weeks after the delivery date
