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Get in touch with Desluxes, the fashion destination for women, men and kids,

to find out more about our products and services.

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Cancel Items and Orders

You can cancel physical items or orders that haven't entered the shipping process yet, for that, you need to be a member.

To cancel items or orders:
1. Go to Your Orders and select the order you want to cancel.
2. Select the check box next to each item you wish to remove from the order. If you wish to cancel the entire order, select all of the items.
3. Select Cancel checked items when finished.
After submitting the cancellation, we'll send you a confirmation message to the email address on your account.
You can also confirm that the order was cancelled by visiting Your Orders. If you see the order in the Cancelled Orders section, it was successfully cancelled.
If your order is shipped, you may refuse the package or return it using our Online Returns Centre.


To track your package:

1. Go to Your Orders.
2. Go to the order you want to track.
3. Select Track Package next to your order.
4. Select See all updates to view delivery updates.
Some packages, such as standard international deliveries, aren't trackable. Other reasons why tracking information might not be available are listed on Missing Tracking Information.
If the estimated delivery date for your package has passed and your tracking information hasn't changed, allow an additional day or two for the package to be delivered.
If your package shows as delivered, but you haven't yet received it, go to Find a Missing
Package That Shows as Delivered to find out which steps you can take.


When you return an item, your refund and how your refund is issued, may differ based on the condition of the item, how long you've had the item, and how the
item was purchased.


How Refunds Are Issued

Most refunds are issued based on the payment method used at the time of purchase. In some cases, you may be offered an "Instant refund" option.
If you want to use your refund without waiting for your return to process, you can select the instant refund option, if it's available. Instant refunds are either refunded to your credit card or issued as a Gift Card, depending on the instant refund type you selected.
You still need to return your items within 30 days.

We typically process returns within two weeks after the carrier delivers the item to our Returns Center.  When we complete processing your return, we issue a refund to the selected payment method.
Your refund request will be processed instantly. However, it may take three to five business days for it to display on your credit card statement.
If your original order was placed using the Currency converter, the refund will be issued in your local currency and will be calculated with the same rate used when you placed
your order.
We may determine that a refund can be issued without requiring a return. If you aren't required to mail your item back for a refund, you'll be notified in the Returns Center.

Late Deliveries

Most packages arrive on time. Orders sometimes show up after the estimated delivery date.
Possible reasons for late delivery include the following: incorrect address or missing apartment, building, floor, or unit number, or severe weather conditions.
The recommended actions are:
1. Track your package and confirm estimated delivery date in Your Orders.
2. Confirm your shipping address in Your Orders. To avoid delivery problems, keep your address information up to date and add delivery instructions to Your Addresses.
3. Check payment processing in Your Orders.
4. Wait 48 hours to allow for unexpected delays.
If you haven't received your order but tracking shows as delivered, usually packages are returned to us as undeliverable. Please contact us in this case.

Gift Returns
The type of refund or credit you receive depends on how the gift was purchased and how it was returned. For more information about gift refunds, contact us.
Late Refunds

You can check the status of your refund in Your Account on the order summary page.
If your refund doesn't appear in Your Account, and the processing time for your payment
method has passed, contact us for further assistance.
Note: After the carrier has received your item, it can take up to two weeks for us to receive and
process your return.

Manage Payment Methods

You can add or update your payment methods by selecting Your Payments in Your Account.
Important: Updating a payment method in your Your Payments won't change the payment method on any open orders you've placed.

To manage payment methods:
1. In Your Account, select Your Payments.
2. Do one of the following:
• To add a payment method, select the Add a payment method link under the
category that you want to add.
• To edit or remove a payment method, select the card that you wish to edit. When the card opens, click Edit under the card
name. You can update your billing address, select a default card, update card details or remove the card from your account.
3. Follow the on-screen instructions.

Order with Free Shipping

Order of $50 or more of eligible items qualify for FREE Shipping.
As a new and an existing customer, you can receive free delivery with your first order of eligible items with no minimum purchase required.
The order must ship to a Canadian address (excluding remote locations).
To place order with FREE Shipping:
1. Add at least $35 of eligible items to your shopping cart.
2. Do one of the following:
• To place the order using the shopping cart:
• Proceed to checkout.

• Ship your items to a single Canadian address (excluding remote locations).
With free shipping, your order is delivered four to eight days after all your items are available to ship, including pre-order items.
Cancelling items, combining orders, or changing your shipping address, might affect your orders free shipping eligibility.
A special product, order, or handling fee may still apply even if your order is $35 or more.
The order may be shipping to a remote location. Remote locations aren't eligible for FREE Shipping.

Redeem a Gift Card

When you redeem a Gift Card to your account, the funds are stored in Your Account and will automatically apply to your next eligible order.
To redeem a gift card:

1. Click on the link provided via email or text to claim the balance.
2. Sign into your account or select Apply to Your Balance.
• If you want to keep your gift card balance to spend on another occasion, click "Keep Your Gift Card Balance to Use Later".
• If you haven't already redeemed your gift card to your account, you can enter your claim code during checkout by entering the claim code in the Gift Cards & promotional codes field on the Review your order page.
• If your order total is more than your gift card balance, we'll charge the remaining amount to your default payment method.
You can't use a gift card to purchase another
gift cards.
• If you are having issues redeeming your gift card, please contact us.

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