Exchange policy
Exchange Policy
Our exchange policy is valid within 30 days of purchase. If more than 30 days have passed since your purchase, we unfortunately cannot offer you an exchange.
To be eligible for an exchange, the item must be new, in its original condition, with packaging and labels intact.
Exceptions / non-exchangeable items
• Gift cards
• Products purchased in pop-up stores
• Personalized items
• Clearance (section “SALE”)
How to make an exchange:
• Write to us at [contact@fivestudiosmtl.com] with your order number and the item you wish to exchange.
• If a refund is applicable
First exchange
The first exchange is free. No fees are charged for processing. However, you are responsible for the cost of shipping the item to be exchanged to our warehouse.
Second exchange
The second exchange incurs a fee of $19.95. This fee is charged to cover handling costs.
Please note that you are still responsible for the cost of shipping the item to be exchanged to our warehouse in the event of an exchange.
Products that have been received and inspected and do not meet quality standards will be returned to you.
Exchange products of different values
• If the product you want in exchange is more expensive than what you originally paid, you will receive an email requesting payment for the balance. This must be paid before the replacement item is sent to you.
• If the product you want to exchange is less expensive than what you originally paid, the difference will be refunded to your original payment method.
Defective product or order error?
If you receive a damaged or incorrect item, contact us at [contact@fivestudiosmtl.com] within 7 days of receipt. We will cover all costs associated with the exchange or refund.
To start a return or exchange: