F.A.Q.

Accounts

How to create a RW&CO. account

To create an online account, please follow these steps:

  • Select REGISTER at the top of any rw-co.com page
  • From the CREATE ACCOUNT page, enter the required information and select CREATE ACCOUNT to complete the setup of your account.
How to modify a RW&CO. 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 rw-co.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.
RW&CO. Marketing Emails
You can sign up to receive emails in one of two ways:

Signing up for RW&CO. emails without creating a RW&CO. account:

  • At the bottom of any page on the rw-co.com website, enter your email address in the field below SIGN UP FOR UPDATES!
  • You will then be prompted to add additional optional information on the following form.
  • Enter the information requested, check off the box that says “I would like to receive electronic messages (emails) from RW&CO.…” and select SUBMIT, or select CANCEL if you prefer not to enter the information

Signing up for RW&CO. emails while creating or updating your RW&CO. account:

  • Select LOGIN or REGISTER from the top of any rw-co.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 RW&CO.…" and click UPDATE
  • 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 RW&CO.…" Enter the additional optional information and select CREATE ACCOUNT.

What are the benefits of signing up for RW&CO. emails?

By signing up to receive updates from RW&CO you'll have exclusive access to Trends, and you’ll be the first to find out about Promotions, Sales, Contests, Giveaways, Featured Collections, Fashion Tips & Trends, In-store events and a special gift just for you!

How can I unsubscribe from Marketing Emails?

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

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 chose 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 rw-co.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, color 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 color) and price. If you have a Coupon Code, you can enter it in the field labeled ENTER COUPON 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 RW&CO. 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 RW&CO. 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 RW&CO. account, you can select a pre-saved address from the drop down list if there is one associated to your account.

If you forgot to enter your Coupon Code in the shopping bag, you can still enter it on the billing tab. Type in the Coupon Code in the ENTER COUPON CODE field below the Billing Address and select APPLY. The coupon discount will display in red below the order subtotal.

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 rw-co.com and ship to the U.S.?

You can make a purchase from rw-co.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 rw-co.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 rw-co.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 rw-co.com:

  • Select LOGIN from the top of any rw-co.com page.
  • Under RETURNING CUSTOMERS, type your email address and password into the corresponding boxes and select LOGIN.
  • Select ORDER HISTORY to see the order summary of your past orders
  • 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 rw-co.com:

  • Select Order Status at the bottom of any rw-co.com page.
  • From the order status page, enter the order number, email and postal/zip code associated with the billing address and select CHECK STATUS.
  • 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

Ship to Store

Flat rate shipping $7.50 per order 5-7 business days
  • Safe, secure delivery!
  • Convenient pick-up locations.

Canadian Rates and Services

Flat rate shipping $7.50 per order 5-7 business days
  • Orders are shipped via Canada Post.
  • Express shipping service is not currently available.
  • RW&CO. Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and RW&CO. Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.

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.
  • RW&CO. Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and RW&CO. 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.

Which countries does rw-co.com ship to?

Orders purchased by customers at rw-co.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.

Holiday Shipping

What is the last day to place an order for delivery by December 24th?

Canadian orders are to be submitted no later than December 18, 2016, 11:59 p.m. ET to be received before December 24, 2016. Orders to the US must be submitted by December 4, 2016, 11:59 p.m. ET.

What forms of payment do you accept?

rw-co.com currently accepts the following forms of payment:

  • Visa
  • Master Card
  • American Express
  • PayPal
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 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 $69.90, while the Brown and Grey are reduced to $64.95 and the Beige is reduced to $54.95.

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 RW&CO. Customer Service representative.

Can I cancel an order after I have submitted it?
Orders submitted on rw-co.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

Can I purchase Gift Cards online?

You can purchase Gift Cards online from rw-co.com in denominations of $15, $25, $50, $75, $100, $250 and $500.

To purchase a Gift Card from rw-co.com, please go to RW&CO Gift Card at the bottom of any rw-co.com page.

Can I redeem a Gift Card online?

Currently, RW&CO. Gift Cards can only be redeemed at RW&CO. stores; they cannot be redeemed online at rw-co.com.

How do I enter a Coupon Code on rw-co.com
There are two places to enter a Coupon Code on rw-co.com:

Shopping Bag:

Type the Coupon Code (Example: EXCLUSIVE, FREESHIP) in the field labeled ENTER COUPON CODE located below the item list on the MY BAG page, and select APPLY COUPON. The discount will display in red below the order subtotal.

Billing Tab:

If you forgot to enter your Coupon Code in the shopping bag, you can still enter it on the billing tab which is the second step of the checkout process. Type in the Coupon Code in the ENTER COUPON CODE field below the Billing Address and select APPLY. The coupon discount will display in red below the order subtotal.

You can complete the checkout process or continue shopping as the Coupon Code will be applied to items added to your cart before and after entering the Coupon Code.

Please take note that coupons are often subject to restrictions. Please review the conditions carefully because only one coupon can be applied to an order at a time.

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 you 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 debit card or cash:

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?

Please bring the item(s) to a store, along with your original receipt and we will be happy to assist you in returning or exchanging your store order purchase.

RW&CO. will offer a one-time price adjustment within 14 days of purchase on items purchased at regular price (without any discount, temporary or otherwise) when the original sales receipt is presented. Price adjustments are NOT eligible on items purchased at a discounted price.

For further details, please refer to our Return Policy.

Returns and Refunds

Can I return or exchange my online purchase?

Changed your mind? No problem!

Purchases from rw-co.com can be returned either at any RW&CO. store or by mailing the purchase back to RW&CO., and Returns are always free in Canada. Exchanges can only be done in a RW&CO. store.

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. Shipping charges cannot be refunded. Please note that refunds will be processed using the same payment method as for the original purchase.

The following items are excluded from this refund policy and will not be accepted for refund or exchange:

  • Socks, leggings (individual wrapped) and hosiery
  • Undergarments
  • Jewelry, including pierced earrings and toe rings
  • Gift cards and gift receipts

Exchanges can only be done in a RW&CO. store. We do not offer exchanges by mail.

Returns in Store

Returns of merchandise purchased with cash, credit or debit card with a receipt or an online invoice: Merchandise purchased with cash, credit or debit card may be returned with a receipt or an online invoice for an exchange, Gift Card or a refund based on the original method of payment and the amount actually paid for the merchandise.

Returns of merchandise purchased with cash, credit or debit card without a receipt or an online invoice: Merchandise purchased with cash, credit or debit card may be returned without a receipt or online invoice; however, the return may only take the form of an exchange or 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 the merchandise was sold. RW&CO. 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): Merchandise purchased in-store with a Gift Card may be returned for an exchange or a Gift Card, based on the price that was paid for the merchandise.

RW&CO. reserves the right to request valid identification prior to accepting merchandise for a return. Merchandise purchased in-store or online may be returned to any RW&CO. store in Canada for a refund. To find a store near you, select STORE LOCATOR.

Returns by Mail in Canada (for online purchases only):

RW&CO. offers free shipping for items returned by mail in Canada. However we do not accept COD or collect deliveries.

To return merchandise by mail, please follow these steps:

  • Take one (1) copy of your original invoice and circle the item(s) you are returning.
  • For each item being returned, please indicate the reason using the codes below by simply writing the corresponding letter next to each of the items you have circled:
    1. Too big
    2. Too small
    3. Not as I expected
    4. Arrived too late
    5. Damaged or defective (please indicate the location of the defect)
    6. Wrong item or color
    7. Duplicate shipment sent
    8. Changed mind
    9. Other
  • Carefully pack the items to be returned and enclose the updated copy of the invoice.
  • Affix the pre-paid shipping label to your return parcel and drop your parcel off at any Canada Post location.
  • Mail the package to:
    Reitmans Distribution Center
    DEPT EC
    5555 Henri Bourassa W.
    Montreal, Quebec
    H4R 3E6
  • 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.

Please be sure to keep note of the 16 digit tracking number appearing on the return label as it is the only way to track your package and confirm delivery on www.canadapost.ca. Reitmans (Canada) Limited will not be held responsible for lost or stolen packages.

Returns will be credited to the credit card used in the original transaction. Original shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Returns by Mail from the U.S. (for online purchases only):

RW&CO. does not offer free shipping for items returned by mail in the U.S.

  • Take one (1) copy of your original invoice and circle the item(s) you are returning.
  • For each item being returned, please indicate the reason for the return, using the codes below:
    1. Too big
    2. Too small
    3. Not as I expected
    4. Arrived too late
    5. Damaged or defective (please indicate the location of the defect)
    6. Wrong item or color
    7. Duplicate shipment sent
    8. Changed mind
    9. Other
  • Mail the package to:
    Reitmans
    HTS 9814
    FedEx Trade Networks
    156 Lawrence Paquette
    Champlain, NY 12919

Alternatively, you may call us at 1-855-232-RWCO (1-855-232-7926). You will be asked to leave your name, telephone number and order number. We will call you back within two business days to confirm the details of your return, and provide you with the necessary instructions.

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 as for the original purchase, for U.S. returns, please allow 6 - 8 weeks for the parcels to arrive in Saint-Laurent, Quebec Canada from Champlain, NY, our US depot office.

Returns will be credited to the credit card used in the original transaction. Shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Price Adjustment Policy

We offer a one-time price adjustment within 14 days on items purchased at regular price when the original sales receipt is presented. To receive a price adjustment for merchandise purchased online, you may call us at 1-855-232-RWCO (1-855-232-7926). Note that price adjustments for merchandise purchased online can be received exclusively in this manner and cannot be received in-store.

Does your 30 day return policy change for the Holidays?

Yes it does. We realise that many customers are buying gifts for their loved ones, we've extended the normal 30 day return period so that any gift bought online or in-store between November 6, 2016 and December 25, 2016, can be returned in-store until January 15, 2017.

What is your price adjustment policy?

In-Store/In-Store Orders:

RW&CO. will offer a one-time price adjustment within 14 days of purchase on items purchased at regular price (without any discount, temporary or otherwise) when the original sales receipt is presented. Price adjustments are NOT eligible on items purchased at a discounted price.

Online:

RW&CO. will offer a one-time price adjustment within 14 days of purchase on items purchased at regular price (without any discount, temporary or otherwise). To get your price adjustment, please contact us at 1-855-232-RWCO (1-855-232-7926). Price adjustments are NOT eligible on items purchased at a discounted price.

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

Please note that price adjustments are not permitted on Black Friday (November 25, 2016) or Boxing Day (December 26, 2016) due to the high volume of orders placed on those days.

How do I return a US order?

U.S. residents who have purchased online from rw-co.com and aren't completely satisfied with their purchase, can mail the merchandise back to RW&CO. 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.
It can take up to 3 business days after the refund is issued to show up with online banking.

Product Inquiries

How do I find the item I’m looking for?
We've designed the rw-co.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 rw-co.com page, type in the article number, name or a 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; try using a more general term like "pants" or "skirts".
How do I find out if an item is available in store?

To find an item in store, please follow these steps:

  • Select the item you're looking for.
  • Choose the size and color of the item you're looking for and select FIND IT IN A STORE.
  • You can either enter your postal code, or click “Locate Me.”
  • Based on your selection, you will be taken to a page that shows the nearest stores with that item in stock. We always recommend calling the store first to confirm that the item is indeed available.

Navigating rw-co.com

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