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

$7.95 per order

5-7 business days

• Safe, secure delivery!
• Convenient pick-up locations.

Canadian Rates and Services

Flat rate shipping

$7.95 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.

For information on Holiday shipping and return policy, visit the Holiday section of our F.A.Q.

What forms of payment do you accept?

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

• Visa
• Master Card
• American Express
• PayPal
• 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 separate line below the main heading. When selecting a colour, the prices displayed will NOT change, only the image will.

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

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. It is the convenient and easy way to pay!

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?

You can! All gift cards can now be redeemed online, as long as they still hold a balance.

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.

Gift card use

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 (if you have a 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
• Additon Elle: 1-866-388-4783
• Reitmans: 1-866-734-8626
• Thyme: 1-855-908-4963
• Hyba: 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 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!

Items purchased at rw-co.com can be returned in-store at any RW&CO. location or by mailing the items back to RW&CO., free of charge. Exchange requests can only be made in a RW&CO. store. Exchanges by mail are not offered.

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 not included in this refund policy and will not be refunded or exchanged:

• 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.

In-store Returns

Returns of merchandise purchased with cash, credit, or debit: you may return merchandise purchased with cash, credit or debit card using the barcode provided in your Shipping Confirmation Email for an exchange, a Gift Card or a refund based on the original payment method and the initial 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 may 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 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): 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 to your PayPal account. You will be refunded the final 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:

• Carefully pack the items you wish to return.
• 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.

The online invoice is no longer enclosed in the parcel. For reference, please refer to the shipping confirmation email.

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.

• Carefully pack the items you wish to return.
• Mail the package to:
  Reitmans

  HTS 9814

  FedEx Trade Networks

  156 Lawrence Paquette

  Champlain, NY 12919
• 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.

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 1-866-388-4783. Please note that price adjustments for online purchases will not be accepted in-store but online only. Price adjustments are NOT eligible on items purchased at a discounted price.

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.

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.

Holiday Shipping and Return Policy

Shipping

When do I need to place my order if I wish to receive it before December 25th, 2018?

Canadian orders (including Gift Cards) are to be submitted no later than December 14th, 2018 (11:59PM ET) to be received by December 24th, 2018.

Are there any conditions that would prevent me from receiving my order on time if placed before December 14th, 2018?

Be assured, that the necessary precautions will be taken to ensure that all orders completed prior to December 14, 2018 will be delivered by December 24, 2018. However, credit card authorization processes, erroneous shipping or billing information, rural or distant location deliveries and bad weather may cause shipping delays beyond our control.

What are your shipping fees and services?

All orders shipped within Canada are shipped via Canada Post (some orders may be shipped via Purolator depending on the delivery address). The flat rate shipping fee per order is $7.95 and the shipment takes between 3 and 10 business days. See below for the estimated delivery time per province:

• Western provinces (BC/AB): 8-10 days
• Central (SK/MB): 6-8 days
• East (ON/QC): 3-5 days
• Maritimes (NB/PE/NS): 5-7 days

Please note that Express Shipping is currently unavailable.

Plastic gift cards are delivered separately from merchandise orders, typically within 4 to 9 business days using Standard Shipping, at no charge. Alternately, the Express Shipping option offers a 2 to 3 business day’s delivery and includes a tracking number for a rate of $15.99, before taxes.

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

Holiday Returns and Price adjustments:

Does your 30-day return policy change for the Holiday period?

Yes, it does. Considering that many customers are buying gifts for their loved ones, we have extended the standard 30-day return period. Unworn, unwashed and unaltered items bought online or in-store as of November 4, 2018 may be returned or exchanged in-store with the original tag and receipt/gift receipt until January 13, 2019.

Please note that due to the high volume of orders placed on Black Friday (November 23, 2018) and Boxing Day (December 26, 2018), we do not accept any returns, refunds or exchanges on those days.

What is your in-store price adjustment policy?

We offer a one-time price adjustment within 14 days of purchase on items purchased at regular price (without any discount, temporary or otherwise) when showing the original sales receipt in stores. Price adjustments are NOT eligible on items purchased at a discounted price.

What is your online price adjustment policy?

We 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 1-866-734-8626.

Please note that due to the high volume of orders placed on Black Friday (November 23, 2018) and Boxing Day (December 26, 2018), price adjustments will not be permitted on those days both in stores and online.