Shipping & Returns

We want you to love your order, but we also know that sometimes things don't go quite according to plan. Here's everything you need to know about shipping, returns, and what happens if something goes sideways.

Shipping

Where do you ship?

We ship worldwide.

Where do you ship from?

All orders ship from Gibsons, BC, Canada.

How long will my order take to ship?

We usually ship orders within 5–7 business days. You'll receive tracking information once your order has shipped.

Please note that shipping time begins once your order has been dispatched. Delivery times can vary depending on the destination, shipping carrier, customs processing, weather, and other circumstances outside our control.

How much is shipping?

Orders over $100 CAD qualify for a $20 CAD flat-rate shipping fee worldwide.

This shipping fee covers the cost of shipping your order. Any applicable customs duties, taxes, or import fees are separate and are the responsibility of the customer.

Will I have to pay duties or customs fees?

International orders may be subject to customs duties, taxes, or import fees determined by the destination country. These charges are the responsibility of the customer.

We accurately declare the value and contents of each package on the required customs documentation. We cannot predict or control the fees charged by customs authorities in the destination country.

Lost, Delayed & Stolen Packages

Once your order has shipped, you'll receive tracking information where available.

My package is delayed. What should I do?

Shipping times are estimates and delays can occasionally happen due to carrier issues, weather, customs, or other circumstances outside our control.

If your order appears to be significantly delayed or the tracking information hasn't updated for an unusual amount of time, please contact us and we'll help investigate with the shipping carrier.

My tracking says "delivered," but I can't find my package.

First, check around your property, mailbox, porch, and any designated delivery location. It's also worth checking with household members, neighbours, or building management.

If you still can't locate it, contact the shipping carrier and let us know. Please contact us within 5 days of the delivery date shown in the tracking information so we can help investigate.

What if my package is lost in transit?

If your package is confirmed to be lost in transit, we'll work with the shipping carrier to investigate and resolve the issue.

Depending on the circumstances and availability of the item, we may provide a replacement or refund.

Because many of our pieces are one-of-a-kind, handmade, vintage, or made from repurposed materials, an exact replacement may not always be possible.

What if my package is stolen?

If tracking shows that your package was delivered but you believe it has been stolen, please contact us as soon as possible. We'll review the circumstances and work with the carrier where appropriate.

For higher-value orders, we may recommend or require signature confirmation at delivery.

Incorrect Shipping Addresses

Please double-check your shipping address before completing your order.

If you notice an error, contact us as soon as possible. We'll do our best to correct it before your order ships, but we cannot guarantee that changes will be possible once an order has been dispatched.

If an order is returned to us because of an incorrect or incomplete address, additional shipping charges may apply to resend it.

Returns

We want you to be happy with your purchase. If something isn't right, please get in touch and we'll do our best to help.

How long do I have to request a return?

Please contact us within 14 days of receiving your order if you'd like to request a return.

Items must be returned within 30 days of delivery.

What condition does an item need to be in?

Returned items must be in their original condition and unworn, unused, and free from damage, stains, odours, or alterations.

Items that have been worn, washed, damaged, altered, painted, customized, or otherwise modified cannot be returned unless the item arrived damaged or defective.

Are there items that cannot be returned?

Because many of our pieces are one-of-a-kind, vintage, repurposed, handmade, or experimental, some items may be marked final sale.

Any item that is final sale will be clearly identified on its product page before purchase.

Gift cards, custom or personalized pieces, and final-sale items are not eligible for return unless they arrive damaged or are otherwise defective.

Who pays for return shipping?

Unless an item arrived damaged, defective, or we sent you the wrong item, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service, as we cannot be responsible for items lost while being returned to us.

How do I start a return?

Email us at orders@maryannemathias.com with your order number and a brief description of why you'd like to return the item.

Please wait for confirmation from us before sending anything back. We'll provide the return instructions and address.

Damaged, Defective or Incorrect Items

We carefully inspect and package every order before it leaves our studio.

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 5 days of delivery with your order number and photos of the item and packaging.

We'll work with you to determine the appropriate resolution, which may include a replacement, repair, or refund.

For one-of-a-kind pieces, an exact replacement may not be possible.

Repurposed, Vintage & Experimental Pieces

Some of our pieces are made from previously worn, vintage, deadstock, or otherwise repurposed garments and materials.

These pieces may have irregularities such as small holes, marks, stains, fading, variations in colour, or other signs of age and previous use. These characteristics are part of the nature and history of the material and are not considered defects unless specifically described otherwise in the product listing.

Because some of our work is experimental, we cannot guarantee exactly how certain materials, finishes, paints, dyes, or embellishments will age or change with use.

Any known imperfections or unusual characteristics will be described in the individual product listing.

Refunds

Once your return has been received and inspected, we'll let you know whether your refund has been approved.

Approved refunds will be issued to the original payment method. Please allow your payment provider some additional time to process the refund.

Original shipping charges are generally non-refundable unless the item was damaged, defective, or we made an error with your order.

Exchanges

Because many of our pieces are one-of-a-kind, we generally don't offer direct exchanges.

If you'd like a different item, you can contact us about returning your original purchase and placing a new order, subject to availability and our return policy.

Questions?

If you have a question about shipping, returns, or an order, please get in touch at orders@maryannemathias.com. We're happy to help.