SHIPPING & RETURNS
PICKUP, DELIVERY & SHIPPING POLICIES
General Policies - Processing Time
Please allow a minimum of 24 hours from order date/time for our staff to confirm and prepare your order. Most orders for in stock product(s) will be ready in 1-2 business days (Wednesday - Saturday) but may require additional processing time. Please note - online orders placed on days the shop is closed (Sunday - Tuesday) will be processed upon opening on Wednesday. Orders placed on Saturday will be ready for pickup from Wednesday onwards.
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PICK UP | REGULAR HOURS
Available during regular shop hours only, Wednesday to Saturday 12-6pm. You will receive a confirmation email when your order is ready for pickup.
If you require same day/rush pick up, please email or contact the shop to make the appropriate arrangements a minimum 2 hours before shop closing. We cannot guarantee that last minute requests can be fulfilled, but we will try our best to accommodate whenever possible.
Due to our limited storage capacity, if an item has not been picked up for 6 months, SOUVENIR will no longer store the item and no refunds or exchanges will be issued.
DELIVERY
Delivery is available at a flat rate charge of $11.95 + HST per package to all 'M' postal code addresses in Toronto/GTA, as well as select addresses in Mississauga.
Please allow 1-5 days from order date for your delivery order to be fulfilled. Next day delivery service is available during our regular open business days, Wednesday to Saturday. Items ordered on a Saturday to Tuesday will be delivered on Wednesday or Thursday; (subject to change during the holiday season).
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DELIVERY ZONE - Toronto/GTA
Northern Limit - Hwy 401
Southern Limit - Lake Ontario
Western Limit - Port Credit/Credit River
Eastern Limit - Highland Creek/Morningside Ave
Eligible Mississauga Delivery Postal Codes | L3T, L4J, L4K, L4X, L4Y, L4W, L5A, L5E, L5G
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If your package exceeds 18" on any side or 30lbs, your package may need to be split into 2 or more delivery orders. You will be notified if any additional delivery charges are incurred.
SHIPPING
Due to the fragile and varied sizes of many of our items, not all of our online items are available to be shipped at this time and are available for in-store pickup and/or delivery only. If you are in Toronto or the GTA, please opt for pickup or delivery for these items. If you would like one of these items shipped, please contact us prior to purchase to inquire if this is possible.
For eligible items, SOUVENIR currently ships to addresses in Canada only.
Please allow for 3-5 business days to prepare your order. If you are placing an order on a Saturday or day the shop is closed, please allow an additional 2-3 days for our staff to return to the shop.
Once your order has shipped, you will receive an email with a tracking number and an expected delivery date. SOUVENIR cannot guarantee transit time as unforeseen circumstances may delay the shipment. SOUVENIR is not responsible for any lost or stolen packages that have been successfully delivered upon confirmation from associated shipping carrier.
US Orders | We are unable to ship to US addresses at the moment, but are planning to set up US shipping as soon as possible. In the meantime, if you are shopping from the US, please contact us directly at hello@souvenir-studios.com prior to purchase for shipping eligibility and/or a specific shipping quote.
International Orders | We are unable to fulfill International orders at this time. If you are shopping from outside of Canada or the US, please contact us directly at hello@souvenir-studios.com for shipping eligibility and/or a specific shipping quote.
RETURN/EXCHANGE POLICY
We offer a 21 day exchange period from the date sold (21 calendar days), with your choice of a direct exchange or store credit for the value of item(s) purchased. Extensions on this window may be granted at the discretion of management. All items brought back for exchange or store credit must be in original selling condition, unused/unworn/unopened to be considered. SOUVENIR holds the right to deny any merchandise that does not meet our selling criteria for any reason.
You may opt to receive a gift receipt for your purchase. Gifts can be exchanged within 21 days of receipt. A gift receipt is not required for exchange, as long as the item is returned in sellable condition and within a reasonable timeframe.
Due to the limited and/or specialized nature of our products, we cannot offer refunds. Please take care and time before you purchase. Refunds may only be granted in the case of defective or damaged product, or as approved by management prior to purchase in special instances. If you have purchased an item that seems to be defective, please contact us within 24 hours of purchase to make a claim.
Please note that all vintage, personal care items (perfumes, face/body care, makeup, hair items) and pierced earrings are final sale and not eligible for exchange/credit. All sale or as is items are also considered final sale and are not returnable.
EXCHANGES FOR ONLINE ORDERS
Items ordered online can be returned to the shop in person within the specified window outlined above for exchange or store credit, or returned via mail.
To request an exchange, please e-mail us within 14 days of your purchase with the reason for your return. Once approved, you will receive and email with return instructions – please do not send back your package before receiving this email. Please note, some of our fragile items are not eligible for exchange. All returned items must be unused and returned in their exact selling condition.
All fees incurred for a return are to be paid by the customer, including shipping fees. Shipping costs are not eligible as part of the exchange or store credit value.
Thank you for your understanding.