Return and Refund Policy
We accept returns within 30 days of the date you received your order.
Conditions for a return to be accepted:
To be eligible for a refund, the following conditions must be met:
- The item must be unworn, unwashed, and in perfect condition.
- It must still have its original tags.
- It must be returned in its original packaging, with proof of purchase (invoice or confirmation email).
Refund Options (Canada Only)
We offer two choices for your refund:
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Store Credit: Returns for store credit are FREE. You will receive the full value of your returned item(s) via an e-gift card.
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Original Payment Method: An $8 restocking fee will be deducted from your refund amount to cover return shipping, handling, and inspection costs.
Shipping & Responsibility
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Within Canada: We provide a pre-paid return shipping label.
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Outside of Canada (International): The return process is the sole responsibility of the customer. This includes all shipping costs, duties, and taxes. Five Studios MTL does not provide return labels for international orders.
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Liability: Five Studios MTL is not responsible for any packages lost or damaged during the return shipping process. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of your item.
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Important Details
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Non-Refundable Shipping Fees: Shipping fees paid on the original order are non-refundable.
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Orders with Free Shipping: If your original order qualified for free shipping (e.g., orders over $100) and returning one or more items brings the total below this threshold, the standard shipping fee will be deducted from your refund.
- Promotional Items Included with Purchase: If your original order included a free promotional item (offered based on a minimum purchase amount) and returning one or more items brings the total below this threshold, the promotional item must be returned. If you choose to keep it, its retail value will be deducted from your refund.
The Refund Process
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Inspection: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
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Payment: If approved, your refund will be processed and a credit will automatically be applied to your original method of payment.
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Timeline: Please allow up to 14 business days for the credit to appear on your statement.
Exclusions:- Sale items (if applicable)
- Only regular-priced items can be refunded; unfortunately, sale items cannot be refunded.
- Personalized items (if applicable). Personalized items cannot be returned or refunded.
Purchases from pop-up stores (if applicable)
-Items purchased from pop-up stores are non-refundable. Only a credit can be offered for returned items that meet the conditions.
-Gift cards are non-refundable.