F.A.Q.

In-Store & curbside pick-up

What is In-store pick-up?

Take advantage of our free in-store pick-up service for the ultimate in safety and convenience! Simply buy online as usual, checkout, then select the Pickup In Store option. You’ll receive an order confirmation email right away while we prepare your order. Once your order is ready, you’ll receive a “Ready For Pick Up” email letting you know it’s time to pick up your order from your selected store.

To give you even more freedom of choice, you also have the option to “split” your order. What this means is you may choose to ship some items to your home and pick up other items you’ve selected in store. Please note that as of now, only the person who placed the order may pick up the order.

Are there additional fees for in-store pick-up?

Good news, there are no additional fees for this great service!

Can I ship to different store locations?

Unfortunately, you can only select one store at a time for in-store pick-up at the present time.

What is curbside pick up?

Curbside pick up is a safe and easy option to pick up your order without ever having to leave your car! After receiving your order confirmation email, you’ll receive your “Ready for Pick Up” email alerting you that your order is ready, simply proceed to the selected location and call the store to let them know you’re here for your curbside pick up. An available sales associate will then bring your order to your car. If for some unforeseen reason no associates are available to assist you, you will be advised to pick up your order inside the store as usual. Unfortunately, requested or scheduled pick-up times are not available as turn around to prepare your order will vary from store to store.

At what times will my curbside order be available for pick up?

Good news! Your curbside pick up order will be available 30 minutes prior to store opening until 6:00 PM unless business hours end earlier, weather permitting.

What is the difference between in-store pick-up and curbside pick up?

Good Question! Allow us to introduce these two great new services we’re now offering.

  • An in-store pick-up order is an order purchased online and then collected by you inside the store of your choosing.
  • Our curbside pick up option offers the convenience of never leaving your vehicle to receive your goods! With curbside pick up orders, a sales associate will meet you at the designated pick up area with your order in hand instead of you collecting it inside the store!

COVID-19

When are you reopening your stores?

We are gradually reopening our stores as per provincial governments’ authorization.

We are ensuring that all public health guidelines are respected and that our stores remain safe places for our staff and for our customers. When it comes to the other remaining provinces, we are monitoring and awaiting the official governments’ announcements to come

Looking for Covid-19 related store information? To get all the latest updates on opening dates, hours, and return policies, visit this link now. We also encourage you to look up the stores that might be open near you and their reduced hours with our Store Locator.

What measures will you be taking in-store to protect your customers?

Since the beginning of the COVID-19 crisis, we have been proactive in implementing numerous preventive measures across our workplaces including enhanced cleaning and disinfecting protocols, mandatory handwashing and strict social distancing protocols.

In order to keep all of our employees and customers as safe as possible, and in support of collective efforts against COVID-19, we are also putting in place all measures indicated by the provincial governments in order to ensure a healthy and safe environment. In addition, in order to identify and control adequately the risks of propagation of the virus in our stores, a risk assessment has been conducted by a multi-disciplinary team and recommendations have been implemented in the stores. For example, we designated a one-way traffic path, installed plexiglass panels at the cash desks, added alcohol-based hand sanitizer at the store entrance and fitting rooms, encouraged contactless payments, etc.

Keeping everything clean for you

The health and safety of our customers and employees is our top priority. We have therefore increased our cleaning protocols to ensure a safe shopping environment, and we have put other measures in place:

  • We will clean and disinfect high-touch areas and surfaces more frequently, including changing rooms, counters, and cash registers;
  • We have placed hand sanitizing stations at all of our store entrances and changing rooms.

Know your limits

  • We've placed health and security standards signage throughout your store to remind you of the social distancing and safety measures in place;
  • We’ve placed distancing markers on the floor in order to encourage customers to maintain a safe distance from other shoppers and store staff;
  • We’ll be limiting the number of store occupancy, our team members included;
  • We’ve installed Plexiglas shields in front of our cash registers;
  • We’ve limited the number of available changing rooms;
  • Clothing items that you will try on will be pulled from the floor for a period of time & steamed before making it back on the selling floor.
  • We ask customers who have cold or flu symptoms or who have recently traveled abroad to shop online.

Now that stores are starting to reopen, how can I proceed for my returns/exchanges?

We’re doing our best to answer all your needs during this time. You will have 30 days from store re-opening to return or exchange in-store and online purchases. We dressed up the store for you with new styles, so for any new purchases you make when you visit, our usual return policy applies. For further details, please refer to our Return Policy.

Please note that in order to limit contact, our employees will be processing contactless returns. This means that all products must be handled by you. Also, returns will only be accepted at the customer service desk.

If you have any questions, our customer service teams remain available and dedicated to helping you. Please refer to the Contact Us section of the website.

Will my online order take longer than usual?

Despite these challenging times, we are maintaining scheduled packing and shipping operations with a limited number of employees who are still supporting our online orders. To assist the efforts to slow the spread of the coronavirus, and protect our employees as well as our customers, we are increasing the frequency of scheduled cleanings and sanitization in our Distribution Centre. We are also taking precautionary health measures, including frequent handwashing, and extra social distancing. As a result, you may experience some delays in your order, both coming from our Distribution Centre and Canada Post. Rest assured that we will be working closely with our customers to meet their needs as the situation evolves. As the safety of our employees and yours is a top priority, we hope you will understand this unprecedented situation.

You booked an appointment for a personal styling or bra fitting appointment?

To help everyone stay as safe as possible, and in support of collective efforts against COVID-19, we will be in touch with you. We are currently reviewing the experience and looking at ways to innovate it.

Accounts

How do I create a Penningtons online account?

To create an online account, please follow these steps:

  • Select Register at the top of any Penningtons.com page
  • From the “Create Account” page, enter the required information and select CREATE ACCOUNT to complete the setup of your account.
  • Please note that even if you have an existing Style Insiders account in-store, you still need to register to create an online account. Creating an online account will generate a new Style Insiders account, but our system will automatically merge it with your existing account as long as you enter the same account information.
  • If you create an online account using different information than was provided in-store, please Contact Us to have both accounts merged manually to be sure all your membership points are applied to the same account.
How do I modify an existing online account?

If you already have an account and you wish to modify your information, please follow these steps:

  • Select Login from the top of any Penningtons.com page.
  • Under RETURNING CUSTOMERS, type your email address and password into the corresponding boxes and select LOGIN.
  • Select the field(s) that you want to modify and select APPLY to update your account profile.
Penningtons Marketing Emails
You can sign up to receive emails in one of two ways:

A. Signing up for Penningtons emails without creating a Penningtons account:

  • At the bottom of any page on the Penningtons.com website, enter your email address in the field below BE THE FIRST TO KNOW!
  • You will then be prompted to add additional optional information on the following form.
  • Enter the information requested and select SUBMIT or select CANCEL if you prefer not to enter the information.

B. Signing up for Penningtons emails while creating or updating your Penningtons account:

  • Select Login or Register from the top of any Penningtons.com page.
  • If you are updating an existing account, type your email address and password into the corresponding boxes and select LOGIN.
  • Under the PERSONAL PROFILE, select YES next to "I would like to receive electronic messages (emails) from Penningtons…" and click APPLY
  • If you're creating an account, enter all of the required information and select YES next to "I would like to receive electronic messages (emails) from Penningtons…" Enter the additional optional information and select CREATE ACCOUNT.

What are the benefits of signing up for Penningtons emails?

By signing up to receive emails from Penningtons, you'll be the first to find out about:

Events and New Arrivals, Promotions, Sales, Contests, Giveaways, Featured Collections, Fashion Tips & Trends

How can I unsubscribe from Marketing Emails?

1. Should you no longer wish to receive marketing emails, you can unsubscribe by clicking UNSUBSCRIBE at the bottom of any of our emails.

2. After clicking UNSUBSCRIBE you will be forwarded to a webpage that will ask you to confirm the email address you are unsubscribing. You must click UNSUBSCRIBE to complete this process.

Please note it can take up to 10 business days to stop receiving marketing emails after you unsubscribe.

Should you choose to unsubscribe from our marketing emails, you will still receive order-related emails, such as order confirmations and shipping confirmations. We may also contact you by email regarding any questions related to your order.

What do I do if I’ve forgotten my password?

If you've forgotten your password, we can reset it and you will be emailed a new one. Please follow these steps to reset your password:

  • Select Login at the top of any Penningtons.com page.
  • Under “Returning Customers,” select "FORGOT PASSWORD?"
  • Enter the email address associated with your account and select SEND ME MY PASSWORD.
  • You will receive an email with your new password.
  • It is recommended that you login with the new password, go to the PERSONAL PROFILE page and change your password immediately to something that will be easy for you to remember.

Orders and Payments

Placing an order online

To place an order online, please follow these steps to checkout:

  1. Using the various tools available to navigate the website, find the item that you're looking for.
  2. Select the size, colour and quantity of the item that you want to purchase.
  3. Select ADD TO MY BAG to add the item to your virtual shopping bag.
  4. Repeat steps 1-3 to purchase additional merchandise.

Once you've selected the item(s) that you want to purchase, click on the image of a shopping bag at the top of the page. This will take you to your shopping bag.

On the MY BAG page, verify that the products that you wish to purchase are displayed with the correct details (size and colour) and price. If you have a Coupon Code, you can enter it in the field beside “Enter Promotional Code” and select APPLY COUPON. The discount will display in red below the order subtotal.

Once you're satisfied with the information in your bag, select PROCEED TO SECURE CHECKOUT.

If you are not already logged in to your Penningtons account, you will be directed to a page that will allow you to log in, create an account or checkout as a "Guest". Choose your preferred option and continue.

Enter your shipping address on the Shipping tab and select CONTINUE TO BILLING. If you are logged in to your Penningtons account, you can select a pre-saved address from the drop-down list if there is one associated to your account.

Take note that, by default, the option to use the same address for billing is already checked off. If your billing address will be different from your shipping address, please uncheck this box.

On the Billing tab, enter your billing address and payment information and select REVIEW ORDER. If you are logged in to your Penningtons account, you can select a pre-saved address from the drop-down list if there is one associated to your account.

On the Place Order tab, verify that the information entered is correct and select SUBMIT ORDER to complete the checkout process.

What happens after I place my order?

Once you have placed an order, you will receive subsequent emails indicating the status of your order.

The first email you will receive will confirm that we have received your order request.

The second one will confirm that your order has been processed and that all items in stock will be shipped. Please note that you will only be charged on your credit card for items that you will receive.

If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise.

Can my billing and shipping addresses be different?

Yes, your billing address can be different from your shipping address.

During the checkout process, you will first be asked to enter the shipping address, which corresponds to the location to which you want your purchase delivered.

Take note that, by default, the option to use the same address for billing is already checked off. If your billing address will be different from your shipping address, please uncheck this box.

During the second step of the checkout process, you will be prompted to enter your billing address. The billing address can be different from the shipping address. However, your billing address must match the address associated with the credit card that you are using to complete your purchase.

Can I purchase from Penningtons.com and ship to the U.S.?

You can make a purchase from Penningtons.com to be shipped to a destination in the continental U.S. At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.

For further details, please consult Shipping Policy.

Can I place an order from Penningtons.com if I reside outside of Canada or the Continental U.S.?

At this time, orders can only be placed from within Canada and the Continental U.S. due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.

How can I check the status of my order?
At any time, you can return to Penningtons.com to see the status of your order. There are two ways for you to see the status of your order:

For customers with an account on Penningtons.com:

  • 1. Select Login from the top of any Penningtons.com page.
  • 2. Under RETURNING CUSTOMERS, type your email address and password into the corresponding boxes and select LOGIN.
  • 3. Select ORDER HISTORY to see the order summary of your past orders
  • 4. To see the status of a particular order, select ORDER DETAILS corresponding to the order in question.

For all customers, including those who don't have an account with Penningtons.com:

  • 1. Select Order Status at the bottom of any Penningtons.com page.
  • 2. From the order status page, enter the order number, email and postal/zip code associated with the billing address and select CHECK STATUS.
  • 3. This will take you to the order details page.
If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise. An invoice and pre-printed return label will be enclosed with each order shipment.
Shipping

Due to the recent events, Canada Post no longer guarantees delivery dates. We’ll keep monitoring the situation and inform you of any change.

Canadian Rates and Services

Flat rate shipping $8.95 per order 5-7 business days
  • Orders are shipped via Canada Post.
  • Express shipping service is not currently available.
  • Penningtons Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and Penningtons Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.

WE UPDATED OUR SHIPPING OPTIONS

In an effort to become as efficient as possible in delivering your parcels, we had to streamline our shipping methods and suspend shipping to stores. But don’t worry! Your orders are in good hands with us.

U.S. Rates and Services

Flat rate shipping

Maximum order value $800.00 CAD

$12.50 per order 8-10 business days
  • Orders are shipped via Federal express or United States Postal Service (USPS).
  • Express shipping service is not currently available.
  • At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.
  • Penningtons Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and Penningtons Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.
  • U.S. customs may apply import duties or other fees for orders shipped to an address within the U.S. These additional duties and fees are the responsibility of the purchaser.
  • In order to expedite and simplify the ordering process for our customers in the U.S., we have limited order values to $800 CAD. Orders of this value should be exempt from these duties and fees as these goods are purchased for personal use only. If you have any questions about duties, please contact your local U.S. Customs authority.

Shipping Policy

Note that credit card verification and authorization must be received before we can process your order.

Our selected carriers within Canada and the U.S. deliver on business days, excluding holidays.

Please allow an additional 2-3 business days for deliveries to rural areas.

All orders will be shipped in either heavy-duty plastic bags or corrugated boxes, depending on the contents of the order.

Which countries does Penningtons.com ship to?

Orders purchased by customers at Penningtons.com, can be shipped to destinations within Canada and the continental U.S. At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.

What forms of payment do you accept online?

Penningtons.com currently accepts the following forms of payment:

  • Visa
  • Master Card
  • American Express
  • PayPal
  • Apple Pay
  • Gift Cards
Pricing

When viewing an item, the price will be displayed to the right of the image. If an item has multiple colours available, they will all be displayed on the same page. The pricing of an item can change depending on the colour selected. In some cases, only certain colours will be part of a promotion while others will be at the original price.

On our website, the pricing for any specific colour will always be displayed above the colour swatch. The colour swatches for regular priced colours are shown on the first line. Once a colour has been marked down, we then display it on a separate line below the main heading. When selecting a colour, the prices displayed will NOT change, only the image will.

For example, in the image below the Black is at the regular price of $50.00, while the Patriot Blue below is reduced to $14.00.

In the event where only some of the colours are on sale, we must show that item in the Sale section, but we will demonstrate the different colour swatches with their appropriate prices. At times, the header will show the price range as well.

Order and Item cancellations

Why was my order cancelled?

Your order may have been cancelled because of problems with the credit card information you provided. These problems could include the billing address not matching the address on your credit card statement, incorrect security code (on the back of your card), incorrect entry of your expiration date or lack of available credit.

At this time, orders can only be placed from within Canada and the Continental U.S. due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.

Once an order is cancelled, it cannot be reactivated or modified in any way. You must place a new order to receive your items.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

Why were one or many items cancelled from my order?

One or many items were cancelled from your order, because they were no longer available at the time of processing. Note that your credit card will only be charged for items that have been shipped, even if cancelled items still appear on your invoice.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

For more details please Contact Us to reach a Penningtons Customer Care representative.

Can I cancel an order after I have submitted it?
Orders submitted on Penningtons.com cannot be cancelled once they have been submitted. If you are unsatisfied with your purchase you may return it by mail or in any of our stores. More information is available in our Returns Policy.
Can I modify an order once it’s been submitted?
Once your order has been submitted, it cannot be modified. If you wish to purchase additional merchandise, you must do so as part of a new transaction.
Gift Cards

What is a gift card?

A gift card is a pre-paid, re-loadable cash card that you can use to pay for merchandise online or at any of our locations across Canada.

What is the difference between an e-gift card and a plastic gift card?

E-gift cards are digital gift cards that are emailed directly to the gift recipient immediately or on a given date. Plastic gift cards are mailed to the recipient (shipping takes 4-9 business days), both can be used online or in stores.

Where can I get a gift card?

Visit one of our stores to purchase a plastic gift card or go online to purchase either a plastic gift card or an e-gift card.

Is there a gift card purchase minimum?

We offer different denominations ($25, $50, etc.) for our plastic/e-gift cards. You can also specify a different amount, if the amount you want on the card is not one we already offer. Purchases of gift cards online require a minimum amount of $5.00 and cannot exceed $1,000.

Do I have to pay shipping for my gift card?

No, there is no shipping fee to receive a plastic or e-gift card.

Standard shipping delivery usually takes between 4-9 business days for plastic gift cards. Alternately, you may opt for Express Shipping, with shipments delivered within 2-3 business days and tracking included for the rate of $15.99, before taxes.

E-gift cards will be emailed or sent via text message immediately or on the delivery date selected.

I have a gift card, but it says it’s only valid in-store. Can I use this online?

Only gift cards with a PIN can be redeemed online. If your card does not have a PIN, it can still be used in store.

My gift card doesn’t cover the entire cost of the item I want. Can I pay the rest of the amount with my credit card?

Yes! You can use gift cards or a credit card to complete your purchase. Currently, you can use up to five gift cards to complete a purchase. PayPal payment cannot be combined with other form of payments.

Can I use my gift card for an online order being shipped to the US?

Yes, but all amounts on our gift cards are in Canadian dollars. They can be redeemed online or in any Canadian stores.

I’m having issues trying to buy a plastic gift card or an e-gift card online. Who can help me?

If you are experiencing issues with completing your gift card purchase, or have not received delivery of a gift card purchased, please call 1-888-205-5801 or email : rclgiftcards@buyatab.com for assistance.

I received a plastic/e-gift card as a gift, but I don’t want it. Can I return it?

All sales of plastic or e-gift cards are final.

What happens if I return an item purchased with a gift card?

You will be refunded with an e-gift card and you will receive a separate email with the e-gift card details. Please retain this email, as you will need the information to purchase online, or bring the email in-store to make an in-store purchase. If you paid for your purchase using both a credit card and a gift card, a portion of your refund may be applied back to your credit card.

Redeeming a gift card

Redeeming a gift card is easy! Just shop and check out as you normally would. During checkout, you can enter your gift card number into the gift card entry fields during the checkout process. You will need to enter both the gift card number and the 4-digit PIN located on the back of your gift card. When you click the "Apply" button, you will get a confirmation message indicating that the gift card has been applied to your order.

You may apply a maximum of 5 gift cards per order.

Checking the balance on a gift card

The balance on your gift card can be checked anytime at any of our store locations. No purchase is necessary to check your balance.

For gift cards with a PIN, you may now also verify your balance online here.

How do I report a lost or stolen gift card?

If your gift card has been registered and is lost or stolen, please call our Customer Service Centre immediately. You will need to provide your card number and answer questions concerning recent activity on your account. Upon verification and location of the receipt of purchase, we can freeze and transfer your remaining balance to another card. At all times, please treat your card like cash.

  • RW&Co: 1-855-232-7926
  • Penningtons: 1-866-388-4785
  • Reitmans: 1-866-734-8626

Can I re-load my gift card?

Plastic gift cards can be re-loaded. Simply present your card at one of our stores and ask the Store Associate to add whatever amount you choose. Re-loading a card online is presently not possible.

In-Store Order processing

The order will be processed at our fulfillment centre and shipped to the mailing address you provided. You will then receive an order confirmation email at the valid email address you provided. When the order is shipped, you will also receive a shipment confirmation email, including the shipment tracking number, which you can use to track your order on the Canada Post website.

In the unlikely event an item, or items, from the order you placed at a store are cancelled, you will receive a cancellation email and be reimbursed through our head office for the original purchase price and the associated taxes.

If you paid for your purchase with…

A credit card:

You will be reimbursed on the same card with the description REITMANS HO CORRECTION MONTREAL QC. Processing time: 3-7 business days. Note: it can take up to 10 business days for your credit card company to apply the refund to your credit card account.

A gift card:

You will receive your reimbursement on a new gift card which will be mailed to you. Processing time: 7-15 business days.

A cash or debit card:

A cheque will be mailed to you from Reitmans Canada Ltd. Processing time: 7-15 business days.

How can I get a refund for my in-store order purchase?

We’re doing our best to answer all your needs during this time. You will have 30 days from store re-opening to return or exchange in-store and online purchases. We dressed up the store for you with new styles, so for any new purchases you make when you visit, our usual return policy applies. For further details, please refer to our Return Policy.

Please note that in order to limit contact, our employees will be processing contactless returns. This means that all products must be handled by you. Also, returns will only be accepted at the customer service desk.

If you have any questions, our customer service teams remain available and dedicated to helping you. Please refer to the Contact Us section of the website.

How to place an In-store pick-up order?

To place an in-store pick-up order online, please follow these steps to checkout:

  1. Using the various tools available to navigate the website, find the item that you're looking for.
  2. Select the size, colour and quantity of the item that you want to purchase.
  3. Select ADD TO MY BAG to add the item to your virtual shopping bag.
  4. When checking out, select the Pickup In Store option for the item(s) that you wish to pick up in store.

Once you've selected the item(s) that you want to purchase, click on the shopping bag icon at the top right corner of the page. This will take you to your shopping bag. If however, the item is unavailable for pick up at your selected store, as always home delivery is an option.

On the MY BAG page, verify that the products that you wish to purchase are displayed with the correct details (size and colour) and price. If you have a Coupon Code, you can enter it in the field beside “Enter Promotional Code” and select APPLY COUPON. The discount will display in red below the order subtotal.

Once you're satisfied with the information in your bag, select PROCEED TO SECURE CHECKOUT

If you are not already logged in to your Penningtons account, you will be directed to a page that will allow you to log in, create an account or checkout as a "Guest". Choose your preferred option and continue.

Is there a minimum price to be eligible?

No! Your in-store pick up order can be in any amount, just as it would be in store.

Can I use a Gift Card?

Gift cards are an accepted method of payment, simply enter the details as you would any regular online purchase!

How to pick up an in-store pick-up order?

After receiving your order confirmation email, please wait for your “Ready For Pick Up” email notification. Once your Ready For Pick Up email is received, simply bring a government issued photo ID and order confirmation email to the store indicated on your Ready For Pick Up email.

Can Someone Else Pick Up my Order?

Yes, once you receive your Ready for Pick Up notification, simply call the Store with your information along with the name of the person picking up. The person you designate must then bring the Confirmation or Ready for Pick Up email and a government issued photo ID when picking up the order

When will I be charged for my order?

You’ll be charged once your order is complete, just like any other online purchase. You will notice a payment authorization hold, however the charge will not be processed until your order is completed. If your order consists only of in-store pick-up items, once your order has been picked in store, then your card will be charged. In the case of mixed purchases (as in, one in-store pick-up item and one ship to home delivery item, you’ll be charged once the entire order has shipped and been picked up.

What happens if I did not receive a pick up confirmation email?

Your “Ready for Pick Up” email will provide you with full pick up instructions including the selected store address. Upon receiving your Order Confirmation email, if 48 hours has passed and you have not received your Ready For Pick Up email, there may be a slight delay in order processing so please be patient.

However, if you do not receive any emails, you may have entered your email address in error. If this is the case please contact us at Customer Care.

How to change or cancel an in-store Pick-up order once it has been placed?

Unfortunately, an online order cannot be modified once it is submitted. However, if you do not pick up your in-store pick-up items within 5 days, the order will be automatically cancelled.

How long will a store hold onto an in-store pick-up order?

We’ll hold your items for five (5) days from the date the order was processed and the “Ready For Pick Up” email was sent. We will be sure to send you a reminder email to let you know your order is ready for pickup. After five (5) days if you still have not picked up your order, you will receive an order cancellation email.

You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to 3 business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.

Can I change the store location after placing my In-store pick-up order?

Unfortunately, once your order is submitted, it cannot be modified in any way. However, not all is lost! Any order not picked up within the five (5) day window will be automatically cancelled. You can submit a new order at any time however please be aware that there is no guarantee that the merchandise will still be available at that time.

You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to 3 business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.

Returns and Refunds

Return Policy for Online Orders

What is the Return and Exchange Policy

Changed your mind? No problem!

Within 30 days from the date of purchase, with the receipt or email confirmation, you are welcome to return any unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund, subject to the applicable specifications below.

The following items are excluded and cannot be refunded or exchanged (some for hygienic reasons):

  • Opened socks and hosiery
  • Panties
  • Swimwear bottoms and one piece bathing suits
  • All Shapewear
  • Jewelry
  • Non-medical face masks
  • Gift cards and gift receipts
  • Items marked as “Final Sale”

*We reserve the right to request valid identification prior to accepting merchandise for a return in-store.

Returns by mail

Only online purchases that were received by mail are eligible to be returned by mail. Orders placed online that were picked up In Store, must be returned in a store. See additional details under “Returns in store

Returns by mail are free if returned within Canada. See additional details under “How to return by mail (Canada)

Returns by mail from the United States are not eligible for free returns. See additional details under “How to return by mail (United States)”.

How are mail in returns credited?

Returns of merchandise purchased with a Credit Card:
You will be credited to the card used in the original transaction. Please allow 1-2 billing cycles for the return to be visible on your statement.

Returns of merchandise purchased with a Gift Card (or equivalent coupon or gift receipt):
If you paid with a Gift Card, we will email you an electronic Gift Card. If a credit card was used in combination with a Gift Card, the credit card portion will always be applied first and any remaining amount will be refunded with an electronic Gift Card.

Returns of merchandise purchased with credit card Paypal:
If you paid by PayPal, you will be credited to the card associated with your PayPal account. Please allow 1-2 billing cycles for the return to be visible on your statement.

Exchanges by mail

Exchanges by mail are not offered. Please visit one of our stores and we would be happy to help you exchange your item.

Returns In Store

Returns in store are accepted for all purchases. Our Fashion Associates would be happy to help you!

This includes:

  • In Store
  • In Store and shipped to home
  • Purchase Online and shipped to home
  • Purchase Online and In Store Pick Up, including curbside Pick Up

How are in Store returns credited?

Merchandise purchased in-store or online may be returned to any Penningtons store in Canada for a refund. You will be refunded in the same manner in which your original purchase was made. To find a store near you, select Find a Store.

Returns of merchandise purchased in store with Cash, Credit or Debit Card, with original proof of purchase:
You may return merchandise purchased with cash, credit or debit card using your original proof of purchase receipt for an exchange, a Gift Card or a refund based on the original payment method and the actual amount paid for the merchandise.

Returns of merchandise purchased with Cash, Credit or Debit Card, without proof of purchase:
You may return merchandise purchased with cash, credit or debit card; however, the return will only take the form of an exchange or a Gift Card. The amount of the return will be based on the lowest price of the merchandise within the previous two (2) weeks from the date the return is claimed.
If such pricing information is not available because the merchandise returned is no longer in season, a Gift Card or exchange will be offered at the last selling price of the merchandise. Penningtons reserves the right to request valid identification prior to accepting merchandise for a return.

Returns of merchandise purchased with a Gift Card (or equivalent coupon or gift receipt):
You may return merchandise purchased in-store with a Gift Card in the form of an exchange or a Gift Card, based on the amount that was paid for the merchandise.

Returns of merchandise purchased with PayPal:
You may return merchandise purchased with PayPal using the barcode provided in your Shipping Confirmation Email in the form of an exchange or a refund issued to a gift card, or to the card associated with your PayPal account. You will be refunded based on the final price paid for the merchandise.

How to return by mail (Canada)

To return merchandise by mail, please follow these steps:

  • Step 1: Visit our online return portal to complete your return request.
  • Step 2: Carefully pack the items you wish to return along with the packing slip (received with your order) into the original packaging (or another sturdy box or bag). Ensure to select the reason for the return on the packing slip.
  • Affix the shipping label to the package and drop it off at any Canada Post location.

Once your return is on its way, you will receive an email tracking notification to follow the progress of your return.

When your return parcel arrives at our facility, you will receive an email. Please allow up to 10 business days for your refund to be completed and 1-2 billing cycles for the refund to appear on your credit card statement.

You will then receive an email confirmation with the details of your refund once it has been processed!

How to return by mail (United States)

  • Step 1: Carefully pack the items you wish to return along with an order reference in the package to expedite your return once received at our facilities. This includes the packing slip that was included in the original package, a copy of the shipping confirmation email, or the order confirmation email.
  • Step 2: Mail the package to:
    Reitmans
    HTS 9814
    FedEx Trade Networks
    156 Lawrence Paquette
    Champlain, NY 12919

NOTE: Please be sure to apply sufficient postage to ensure delivery of your return package. We encourage the use of a traceable shipping method for your return, as we are not responsible for lost parcels. We do not accept COD or collect deliveries.

Returns will be refunded using the same payment method used for the original purchase. For U.S. returns, please allow 6 - 8 weeks for the parcels to arrive at our Saint Laurent, Quebec Distribution Center from Champlain, NY.

From the time your return parcel arrives at our Distribution Center, please allow up to 10 business days for your return to be processed and 1-2 billing cycles for the return to appear on your credit card statement. You will receive a notification by email when your return is processed. You may receive separate return notifications if you returned items from multiple orders.

Can I return or exchange my online purchase?

Items purchased at Penningtons.com can be returned by mailing the items back to Penningtons (free of charge) within 30 days of purchase. You are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund.

Exchanges by mail are however not offered, you will need to return them in-store to proceed with an exchange.

For full details on how to return your purchase, please read our Return Policy.

Can I return or exchange my in-store purchase?

All purchases made in store, can be returned in store only. Returns of in store purchases by mail are not accepted.

If I paid shipping fees, will it be refunded when I return a purchase?

Shipping fees are non-refundable, unless an item was shipped in error or was damaged in transit.

Can I return or exchange a purchase to one of your affiliate stores, other than from the brand where the purchase was made?

Merchandise purchased online or in a store can only be returned or exchanged at the brand’s store.

What is your price adjustment policy?

In-Store Orders:

Price adjustments will be offered in the first 14 days after store re-opening. Even if some provinces are able to reopen their stores, the return legislation will depend on the provincial authorities. You can consult this link to verify when your nearest store is going to open and specificities per province

A one-time price adjustment per item may be claimed when the item (including items already being promoted at a lower price but excluding items sold as final sale) is sold at a lower price within 14 days of the date of the original purchase, subject to the applicable rules listed below. All price adjustment requests must be made within 14 days of the date of purchase and the lower price must be in effect at the time of the request. To be eligible for a price adjustment, the original sale receipt or gift receipt must be presented and the price tag must be attached to the merchandise.

Price adjustments are NOT eligible on:

  • Items purchased as a final sale.
  • Items purchased during certain events such as Birthday,Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday events.
  • Items purchased to match promotional pricing for certain events such as Birthday, Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday events.
  • Items purchased using a discount or promotional one-time use coupon code

Please note Customer Service cannot process a price adjustment for an in-store purchase. Please visit one of our stores for your price adjustment request. Stores also cannot process a price adjustment for an online purchase. Please submit your request for a price adjustment for your online purchase to Customer Service via the web form on our contact us page here.

Online:

A one-time price adjustment per item may be claimed when the item (including items already being promoted at a lower price but excluding items sold as final sale) is sold at a lower price within 14 days of the date of the original purchase, subject to the applicable rules listed below. All price adjustment requests must be made within 14 days of the date of purchase and the lower price must be in effect at the time of the request. To get your price adjustment, please fill out our simple form here. Please note stores cannot process a price adjustment for an online purchase.

Price adjustments are NOT eligible on:

  • Items purchased as a final sale.
  • Items purchased during certain events such as Birthday,Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday events.
  • Items purchased to match promotional pricing for certain events such as Birthday, Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday events.
  • Items purchased using a discount or promotional one-time use coupon code

Note that price adjustments for merchandise purchased online can be received exclusively in this manner and cannot be received in-store.

How do I return a US order?

U.S. residents who have purchased online from Penningtons.com and aren't completely satisfied with their purchase, can mail the merchandise back to Penningtons for a full refund. Within 30 days of purchase, you are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund.

For more information, please read our Return Policy.

How long does it take for a credit card refund to appear on my statement?
It can take up to two billing cycles for a refund to show up on your statement, depending on the issuing bank.
Can I return items purchased with my HBC Capital One credit card after May 3rd, 2021? Will I receive my refund?

HBC Capital One Mastercards were discontinued as of May 4, 2021. If you made a purchase using your existing credit card and then made the return after the last date of authorizations, May 3, 2021, (the last active day of your current credit card), the refund will not be issued onto that card.

For assistance and additional information on returns for purchases made with these cards, please contact our Customer Care department by completing our webform.

How do I return my in-store pick-up order if I’m not satisfied?

Changed your mind? No problem! Simply return your order back to any of our Penningtons locations. Although these items are purchased online, once they’re picked up from a store, they must be returned to a physical location. You will have 30 days from the date of your order confirmation email to return or exchange your items. Returns will only be accepted at the customer service desk. If you have any questions, our customer service teams remain available and dedicated to helping you. Please refer to the Contact Us section of the website.

Within 30 days of purchase, you are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund. Please note that refunds will be processed using the same payment method as for the original purchase.

The following items will not be refunded or exchanged:

  • Opened socks and hosiery
  • Panties
  • Swimwear bottoms and one-piece swimsuits
  • All Shapewear
  • Jewelry
  • Bodysuits
  • Non-medical face masks
  • Gift cards and gift receipts
  • Items marked as “Final Sale”

Penningtons reserves the right to request valid identification prior to accepting merchandise for a return. If you need to make a return, and stores are closed due to COVID 19, please visit our COVID 19 FAQ section for more information.

How can I return items shipped to my home if it was part of an in-store pick-up order?

It’s simple! You have the option of returning any merchandise to any physical location. Even if it’s not the Penningtons store you originally picked up your in-store pick-up order in, we’ll be happy to accept your returns. Additionally, you may also use the free return label included in the package to ship the items back for a refund. Please consult our return policy for more in-depth information.

How do I receive a price adjustment?

Note that price adjustments for in-store pick-up merchandise purchased online cannot be issued in-store. We ask that you please contact customer service to initiate any price adjustment requests.

A one-time price adjustment per item may be claimed when the item (including items already being promoted at a lower price but excluding items sold as final sale) exclusion is clearly stated below is sold at a lower price within 14 days of the date of the original purchase, subject to the applicable rules listed below. All price adjustment requests must be made within 14 days of the date of purchase and the lower price must be in effect at the time of the request. To get your price adjustment, please fill out our simple form here. Please note stores cannot process a price adjustment for an online purchase.

Price adjustments are NOT eligible for:

  • Items purchased as a final sale.
  • Items purchased during certain events such as Birthday,Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday promotional events
  • Items purchased to match promotional pricing for certain events such as Birthday, Customer Appreciation Event, Flash Sales, Power Lunches, and major holiday events.
  • Items purchased using a discount or promotional one-time use coupon code
Will I receive an item cancellation email if the in-store pick-up item is not physically in stock after an order is placed?

Yes! We will absolutely let you know if an item is no longer in stock at your selected location. Once we confirm an item is not available, we’ll send you an in-store pick-up cancellation email.

You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to 3 business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.

Product Inquiries

How do I find the item I’m looking for?
We've designed the Penningtons.com website with the intention of making it as simple to find what you're looking for as possible. Of course, no two people shop the same way, so here's what to do if you can't find what you're looking for:
In the SEARCH box at the top right of any Penningtons.com page, type in the article number, name or word(s) associated with what you're looking for.
If your initial search doesn't return the results you were looking for, try again. Your original search may have been too specific; using a more general term like "pants" or "skirts".

Navigating Penningtons.com

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