FAQ
Orders & Shipping
When will my order arrive?
Every item is made to order (Thank you for shopping sustainably!) Please allow 3-5 days for processing and 4-6 days (domestic orders) for shipping.
Processing time may differ during busy holiday seasons.
Please note that shipping times are estimates and may vary depending on your location.
Any delays with shipping provider and/or customs are out of our control.
There's an item missing from my order, what do I do?
If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us.
If you haven’t received this, please contact our Customer Service team with your order details so we can resolve this for you.
How can I track my order?
Once your order ships, you’ll receive a separate email providing you with a tracking number to track your order.
* Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long.
*Please note that sometimes tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!
My order never arrived, what do I do?
Oh no! We’re sorry to hear that. Our shipping carriers work independently from Canter & Couture, but here are a few solutions we can offer:
If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.
If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please contact us so we can help you look into this.
If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.
Customer support must be notified of any lost packages within 30 days of the ship date. If a package is not reported as lost within 30 days of the ship date, customer service will not be able to assist with a replacement or refund.
Do you ship internationally?
We ship to US, Canada and European Union.
What payment methods can I use?
We accept Amex, Mastercard, Visa, PayPal, Apple Pay, Google Pay.
Will I be charged right away when I place an order?
Yes, your card will be charged right away. We don't store payment information for security purposes.
Why isn't my payment going through?
Please double check to ensure you're using the proper billing zip code associated with the credit card. Additionally, in order to pay with a credit card, your order must be above $0.50.
Why was I charged tax?
Unfortunately we don't have control over the taxes that are charged - they are added in automatically and are subject to tax laws.
What do I do if I've received the wrong item?
We try as hard as possible to ensure you won't receive an incorrect item, however very occasionally this may happen. Please contact our Customer Service team with images of the incorrect item, where a member of our customer service team will help you further.
Returns & Exchanges
Can I return or exchange my item?
Because every item is made to order, we do not accept returns or exchanges.
Can I cancel my order?
Because every item is made to order, we do not accept cancellations.
Can I make changes to my order before it ships?
Unfortunately, we can't make changes or cancel an order after it's been submitted.
What if my order arrives damaged?
We’re sorry to hear that! Please send a photo to our Customer Care Team at @ and include your order number so we can take a closer look and help with a solution!
Personalized Items
I've made a mistake with my order; can I change it?
Once you have placed an order with us, our team work hard to make sure we are promptly starting to pack and process your order, therefore once your order has been placed, we’re unable to amend or cancel your order, so please make sure your order is correct before the final checkout stage.
My order arrived faulty. Can I get a refund?
Please be assured here at Canter & Couture we always strive to provide the highest quality products. So we can help further please send an email to @ including your order number and photos of the item and one of our Customer Service Team members will be happy to help.
Can I personalize any Canter & Couture product?
Unfortunately we only offer personalization on the set range of products you currently see on the website. However we are working hard to expand this range so stay tuned!
Can I use special characters?
At this time our system does not allow you to use special characters with personalized products. Please do keep an eye out on our website and emails for further updates!
My order is a gift. Can I have it gift wrapped?
Unfortunately we do not offer gift wrapping at the moment.
Can I ask for a special customization?
Please reach out to us, we would love to help if we can.