F.A.Q.

COVID-19

When are you reopening your stores?

We are gradually reopening our stores as per provincial governments’ authorization. We are ensuring that all public health guidelines are respected and that our stores remain safe places for our staff and for our customers. When it comes to the other remaining provinces, we are monitoring and awaiting the official governments’ announcements to come. You can consult this link to verify when your provinces’ stores are going to open. We also encourage you to look up the stores that might be open near you and their reduced hours with our Store Locator.

I’ve heard rumors about Reitmans closing?

No, the Reitmans brand is not closing. Our company, Reitmans (Canada) Limited, will build its future and carry on its legacy in retail fashion with three premium brands: Reitmans, Penningtons and RW&CO. Unfortunately, we have made the difficult decision to close two beloved Canadian brands: Thyme Maternity (as of July 18, 2020) and Addition Elle (as of August 15, 2020). As difficult as this situation may be, it reminds us that we would not exist without you. Thank you for your support!

Now that stores are starting to reopen, how can I proceed for my returns/exchanges?

We’re doing our best to answer all your needs during this time. For items bought after February 1st, 2020, unless otherwise specified by official provincial authorities, you will have 30 days from store re-opening to return or exchange in-store and online purchases. We dressed up the store for you with new styles, so for any new purchases you make when you visit, our usual return policy applies. For further details, please refer to our Return Policy.

Please note that in order to limit contact, our employees will be processing contactless returns. This means that all products must be handled by you. Also, returns will only be accepted at the customer service desk.

Please visit this link to see if you are eligible and when your province’s stores plan on re-opening. For any other questions, please refer to the Contact Us section of the website.

What measures will you be taking in-store to protect your customers?

Since the beginning of the COVID-19 crisis, we have been proactive in implementing numerous preventive measures across our workplaces including enhanced cleaning and disinfecting protocols, mandatory handwashing and strict social distancing protocols. In order to keep all of our employees and customers as safe as possible, and in support of collective efforts against COVID-19, we are also putting in place all measures indicated by the provincial governments in order to ensure a healthy and safe environment. In order to identify and control adequately the risks of propagation of the virus in our stores, a risk assessment has been conducted by a multi-disciplinary team and recommendations have been implemented in the stores. For example, we designated a one-way traffic path, installed plexiglass panels at the cash desks, added alcohol-based hand sanitizer at the store entrance and fitting rooms, encouraged contactless payments, etc.

Keeping everything clean for you

The health and safety of our customers and employees is our top priority. We have therefore increased our cleaning protocols to ensure a safe shopping environment, and we have put other measures in place:

  • We will clean and disinfect high-touch areas and surfaces more frequently, including changing rooms, counters, and cash registers;
  • We have placed hand sanitizing stations at all of our store entrances and changing rooms.

Know your limits

  • We've placed health and security standards signage throughout your store to remind you of the social distancing and safety measures in place;
  • We’ve placed distancing markers on the floor in order to encourage customers to maintain a safe distance from other shoppers and store staff;
  • We’ll be limiting the number of store occupancy, our team members included;
  • We’ve installed Plexiglas shields in front of our cash registers;
  • We’ve limited the number of available changing rooms;
  • Clothing items that you will try on will be pulled from the floor for a period of time & steamed before making it back on the selling floor.
  • We ask customers who have cold or flu symptoms or who have recently traveled abroad to shop online.
As a customer, what can I do to stay safe while shopping in-stores?

Our teams will be ready and waiting to welcome you back to the shopping experience you know and love. In order to help in the effort to stay healthy and safe, we encourage you to reduce the amount of contact as much as possible while shopping. Here are some ways you can help:

  • Avoid touching products as much as possible: ask our sales associate for help;
  • We will be processing contactless transactions so we will ask you to provide the tags for our sales associate to scan;
  • Pay with a card instead of cash when possible; make the payment yourself using the terminal to limit close contact.

Thank you for helping us to maintain health and security standards!

What measures are you taking to protect your employees across the board?

In order to keep all of our employees as safe as possible, and in support of collective efforts against COVID-19, we have taken several measures over the past few weeks and days. We have increased our cleaning protocols in all of our workplaces and ensured that our teams are well-informed and adopting the necessary precautions to protect themselves and those around them. This includes frequent handwashing and staying home if they feel sick or have travelled outside the country. We are also enabling as many employees as possible to work from home and taking other steps to maximum social distancing at work. Additionally, we will also be respecting every measure shared by the provincial authorities.

Will you be offering curbside pickup?

Unfortunately, we are not offering curbside pickup at this time. However, we are currently reviewing the experience and looking at ways to innovate it. We’ll keep you updated with any changes.

Will my online order take longer than usual?

Despite these challenging times, we are maintaining scheduled packing and shipping operations with a limited number of employees who are still supporting our online orders. To assist the efforts to slow the spread of the coronavirus, and protect our employees as well as our customers, we are increasing the frequency of scheduled cleanings and sanitization in our Distribution Centre. We are also taking precautionary health measures, including frequent handwashing, and extra social distancing. As a result, you may experience some delays in your order, both coming from our Distribution Centre and Canada Post. Rest assured that we will be working closely with our customers to meet their needs as the situation evolves. As the safety of our employees and yours is a top priority, we hope you will understand this unprecedented situation.

What are the free shipping terms and conditions?

We realize that online shopping has become the only way to shop with us until further notice. Therefore, we are lowering our free shipping threshold to $25 instead of $99.

You’ve got a R Cash to redeem and you don’t want to use it online?

Given the current circumstances and because your security is our priority, your R Cash redemption will be honored 15 days after the stores reopen. To consult the list of store reopening, please visit this website section.

You booked an appointment for La Conciergerie or were attending our Style RSVP event on March 26th?

To help everyone stay as safe as possible, and in support of collective efforts against COVID-19, we have decided to cancel our Style RSVP events for the moment. As for your La Conciergerie appointment, we will be in touch with you. We are currently reviewing the experience and looking at ways to innovate it.

I have a gift card from Addition Elle and Thyme Maternity that I haven’t used yet. What can I do?

You can still use your gift card at Thyme Maternity until July 18, 2020 or at Addition Elle until August 15, 2020. After these dates, you will be able to use your gift card at any one of our other brands: Reitmans, Penningtons or RW&CO. Getting a refund will not be possible because all sales of physical or e-gift cards are final.

I still have a Birthday coupon from Addition Elle and Thyme Maternity. How can I use it?

Any Thyme Maternity or Addition Elle coupon will continue to be honored until July 18, 2020 at Thyme Maternity and August 15, 2020 at Addition Elle. After these dates, your birthday coupon will still be honored in our Reitmans and Penningtons stores, as well as online.

What will happen with the points I’ve accumulated with Addition Elle’ loyalty program?

You will be able to continue earning points at Addition Elle until the closure of the brand on August 15, 2020. However, as of July 1st, you will no longer be able to use your rewards in our Addition Elle stores but you will be more than welcome to use them at Reitmans and Penningtons after that date.

Can I return my Addition Elle and Thyme maternity purchases to Reitmans as I saw the brands will be closing?

Unfortunately, this will not be possible. As of June 8, 2020, all merchandise sold online and in stores at Addition Elle and Thyme Maternity will be final sale. Our goal is to liquidate the merchandise in preparation for the permanent closures of Addition Elle and Thyme Maternity.

Accounts

How do I create an Reitmans online account?

To create an online account, please follow these steps:

  • Select REGISTER at the top of any reitmans.com page;
  • From the CREATE ACCOUNT page, enter the required information and select CREATE ACCOUNT to complete the setup of your account.
  • Please note that even if you have an existing VIP account in store, you still need to register to create an online account. Creating an online account will generate a new VIP account, but our system will automatically merge it with your existing account as long as you enter the same account information.
  • If you create an online account using different information than was provided in the store, please contact Customer Care to have both accounts merged manually to be sure all your membership points are applied to the same account.
How do I modify an existing online account?

If you already have an account and you wish to modify your information, please follow these steps:

  • Select SIGN IN from the top of any reitmans.com page.
  • Under RETURNING CUSTOMER, type your email address and password into the corresponding boxes and select LOGIN.
  • Select the field(s) that you want to modify and select APPLY to update your account profile.
Reitmans Marketing Emails
You can sign up to receive emails in one of two ways:

A. Signing up for Reitmans emails without creating an Reitmans account:

  • At the bottom of any page on the reitmans.com website, enter your email address in the field below "WE TREAT OUR FRIENDS REALLY WELL".
  • You will then be prompted to add additional optional information on the following form.
  • Enter the information requested and select SUBMIT or select CANCEL if you prefer not to enter the information.

B. Signing up for Reitmans emails while creating or updating your Reitmans account:

  • Select SIGN IN or REGISTER from the top of any reitmans.com page.
  • If you are updating an existing account, type your email address and password into the corresponding boxes and select LOGIN.
  • Under the PERSONAL PROFILE, select YES next to "I would like to receive electronic messages (emails) from Reitmans…" and click APPLY.
  • If you're creating an account, enter all of the required information and select YES next to "I would like to receive electronic messages (emails) from Reitmans…" Enter the additional optional information and select CREATE ACCOUNT.

What are the benefits of signing up for Reitmans emails?

By signing up to receive emails from Reitmans, you'll be the first to find out about:

Events and New Arrivals, Promotions, Sales, Contests, Giveaways, Featured Collections, Fashion Tips & Trends.

How can I unsubscribe from Marketing Emails?

1. Should you no longer wish to receive marketing emails, you can unsubscribe by clicking "Unsubscribe" at the bottom of any of our emails.

2. After clicking "Unsubscribe" you will be forwarded to a webpage that will ask you to confirm the email address you are unsubscribing. You must click UNSUBSCRIBE to complete this process.

Please note it can take up to 10 business days to stop receiving marketing emails after you unsubscribe.

Should you choose to unsubscribe from our marketing emails, you will still receive order-related emails, such as order confirmations and shipping confirmations. We may also contact you by email regarding any questions related to your order.

What do I do if I’ve forgotten my password?

If you've forgotten your password, we can reset it and you will be emailed a new one. Please follow these steps to reset your password:

  • Select SIGN IN at the top of any reitmans.com page.
  • Under RETURNING CUSTOMER, select "FORGOT PASSWORD?"
  • Enter the email address associated with your account and select SEND ME MY PASSWORD.
  • You will receive an email with your new password.
  • It is recommended that you login with the new password, go to the PERSONAL PROFILE page and change your password immediately to something that will be easy for you to remember.

Orders and Payments

Placing an order online

To place an order online, please follow these steps to checkout:

  1. Using the various tools available to navigate the website, find the item that you're looking for.
  2. Select the size, color and quantity of the item that you want to purchase.
  3. Select ADD TO MY BAG to add the item to your virtual shopping bag.
  4. Repeat steps 1-3 to purchase additional merchandise.

Once you've selected the item(s) that you want to purchase, click on the image of a shopping bag at the top of the page. This will take you to your shopping bag.

On the MY BAG page, verify that the products that you wish to purchase are displayed with the correct details (size and color) and price. If you have a Coupon Code, you can enter it in the field labeled ENTER PROMO CODE and select APPLY COUPON. The discount will display in red below the order subtotal.

Once you're satisfied with the information in your bag, select PROCEED TO SECURE CHECKOUT or Check out with PayPal (If you select Check out with PayPal, you will be redirected to PayPal.com where you can Log In to your PayPal account or Pay with Credit Card or Visa Debit).

If you are not already logged in to your Reitmans account, you will be directed to a page that will allow you to log in, create an account or checkout as a "Guest". Choose your preferred option and continue.

Fill in all required information on the Info/Payment tab and select CONTINUE CHECKOUT. If you are logged in to your Reitmans account, you can select a pre-saved address from the drop down list if there is one associated to your account.

Take note that, by default, the option to use the same address for billing is already checked off. If your billing address will be different from your shipping address, please uncheck this box.

If you forgot to enter your Coupon Code in the shopping bag, you can still enter it on the Info/Payment tab. Type in the Coupon Code in the Enter Your Coupon Code field below the Shipping Address and select APPLY. The coupon discount will display in red below the order subtotal.

On the Place Order tab, verify that the information entered is correct and select SUBMIT ORDER to complete the checkout process.

What happens after I place my order?

Once you have placed an order, you will receive subsequent emails indicating the status of your order.

The first email you will receive will confirm that we have received your order request.

The second one will confirm that your order has been processed and that all items in stock will be shipped. Please note that you will only be charged on your credit card for items that you will receive.

If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise.

Can my billing and shipping addresses be different?

Yes, your billing address can be different from your shipping address.

During the checkout process, you will first be asked to enter the shipping address, which corresponds to the location to which you want your purchase delivered.

Take note that, by default, the option to use the same address for billing is already checked off. If your billing address will be different from your shipping address, please uncheck this box.

During the checkout process, you will be prompted to enter your billing address. The billing address can be different from the shipping address. However, your billing address must match the address associated with the credit card that you are using to complete your purchase.

Can I purchase from reitmans.com and ship to the U.S.?

You can make a purchase from reitmans.com to be shipped to a destination in the continental U.S. At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.

For further details, please consult Shipping Policy..

Can I place an order from reitmans.com if I reside outside of Canada or the Continental U.S.?

At this time, orders can only be placed from within Canada and the Continental U.S. due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.

How can I check the status of my order?
At any time, you can return to reitmans.com to see the status of your order. There are two ways for you to see the status of your order:

For customers with an account on reitmans.com:

  • Select SIGN IN from the top of any reitmans.com page.
  • Under RETURNING CUSTOMER, type your email address and password into the corresponding boxes and select LOGIN.
  • Select ORDER HISTORY to see the order summary of your past orders.
  • To see the status of a particular order, select ORDER DETAILS corresponding to the order in question.

For all customers, including those who don't have an account with reitmans.com:

  • Select Order Status at the bottom of any reitmans.com page.
  • From the order status page, enter the order number, email and postal/zip code associated with the billing address and select CHECK STATUS.
  • This will take you to the order details page.
If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise. An invoice and pre-printed return label will be enclosed with each order shipment.
Shipping

Canadian Rates and Services

Flat rate shipping $7.95 per order 5-7 business days
  • Orders are shipped via Canada Post.
  • Express shipping service is not currently available.
  • Reitmans Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and Reitmans Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.

U.S. Rates and Services

Flat rate shipping

Maximum order value $800.00 CAD

$12.50 per order 8-10 business days
  • Orders are shipped via United states Postal Service (USPS) or Federal Express
  • Express shipping service is not currently available.
  • At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.
  • Reitmans Gift Cards are mailed to recipients by regular postal service at no charge.
  • Note that for orders containing both merchandise and Reitmans Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.
  • U.S. customs may apply import duties or other fees for orders shipped to an address within the U.S. These additional duties and fees are the responsibility of the purchaser.
  • In order to expedite and simplify the ordering process for our customers in the U.S., we have limited order values to $800 CAD. Orders of this value should be exempt from these duties and fees as these goods are purchased for personal use only. If you have any questions about duties, please contact your local U.S. Customs authority.

Shipping Policy

Due to the recent events, Canada Post no longer guarantees delivery dates. We’ll keep monitoring the situation and inform you of any change.

Note that credit card verification and authorization must be received before we can process your order.

Our selected carriers within Canada and the U.S. deliver on business days, excluding holidays.

Please allow an additional 2-3 business days for deliveries to rural areas.

All orders will be shipped in either heavy-duty plastic bags or corrugated boxes.

Which countries does reitmans.com ship to?

Orders purchased by customers at reitmans.com, can be shipped to destinations within Canada and the continental U.S. At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.

What forms of payment do you accept online?

reitmans.com currently accepts the following forms of payment:

  • Visa
  • Master Card
  • American Express
  • PayPal
  • Apple Pay
  • Gift Cards
Pricing

When viewing an item, the price will be displayed to the right of the image. If an item has multiple colours available, they will all be displayed on the same page. The pricing of an item can change depending on the colour selected. In some cases, only certain colours will be part of a promotion while others will be at the original price.

On our website, the pricing for any specific colour will always be displayed above the colour swatch. The colour swatches for regular priced colours are shown on the first line. Once a colour has been marked down, we then display it on separate line below the main heading. When selecting a colour, the prices displayed will NOT change, only the image will.

For example, in the image below the Grey and Black are at the regular price of $15.00, while the Red is reduced to $4.80.

In the event where only some of the colours are on sale we must show that item in the Sale section, but we will demonstrate the different colour swatches with their appropriate prices. At times the header will show the price range as well.

Order/Item Cancellations

Why was my order cancelled?

Your order may have been cancelled because of problems with the credit card information you provided. These problems could include the billing address not matching the address on your credit card statement, incorrect security code (on the back of your card), incorrect entry of your expiration date or lack of available credit.

At this time, orders can only be placed from within Canada and the Continental U.S. due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.

Once an order is cancelled, it cannot be reactivated or modified in any way. You must place a new order to receive your items.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

Why were one or many items cancelled from my order?

One or many items were cancelled from your order because they were no longer available at the time of processing. Note that your credit card will only be charged for items that have been shipped, even if cancelled items still appear on your invoice.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

For more details please Contact Us to reach an Reitmans Customer Care representative.

Can I cancel an order after I have submitted it?
Orders submitted on reitmans.com cannot be cancelled once they have been submitted. If you are unsatisfied with your purchase you may return it by mail or in any of our stores. More information is available in our Returns Policy.
Can I modify an order once it’s been submitted?
Once your order has been submitted, it cannot be modified. If you wish to purchase additional merchandise, you must do so as part of a new transaction.
Gift Cards

What is a gift card?

A gift card is a pre-paid, re-loadable cash card that you can use to pay for merchandise online or at any of our locations across Canada. It is the convenient and easy way to pay!

What is the difference between an e-gift card and a plastic gift card?

E-gift cards are digital gift cards that are emailed directly to the gift recipient immediately or on a given date. Plastic gift cards are mailed to the recipient (shipping takes 4-9 business days), both can be used online or in stores.

Where can I get a gift card?

Visit one of our stores to purchase a plastic gift card or go online to purchase either a plastic gift card or an e-gift card.

Is there a gift card purchase minimum?

We offer different denominations ($25, $50, etc.) for our plastic/e-gift cards. You can also specify a different amount, if the amount you want on the card is not one we already offer. Purchases of gift cards online require a minimum amount of $5.00 and cannot exceed $1,000.

Do I have to pay shipping for my gift card?

No, there is no shipping fee to receive a plastic or e-gift card.

Standard shipping delivery usually takes between 4-9 business days for plastic gift cards. Alternately, you may opt for Express Shipping, with shipments delivered within 2-3 business days and tracking included for the rate of $15.99, before taxes.

E-gift cards will be emailed or sent via text message immediately or on the delivery date selected.

I have a gift card, but it says it’s only valid in-store. Can I use this online?

Only gift cards with a PIN can be redeemed online. If your card does not have a PIN, it can still be used in store.

My gift card doesn’t cover the entire cost of the item I want. Can I pay the rest of the amount with my credit card?

Yes! You can use gift cards or a credit card to complete your purchase. Currently, you can use up to five gift cards to complete a purchase. PayPal payment cannot be combined with other form of payments.

Can I use my gift card for an online order being shipped to the US?

Yes, but all amounts on our gift cards are in Canadian dollars. They can be redeemed online or in any Canadian stores.

I’m having issues trying to buy a plastic gift card or an e-gift card online. Who can help me?

If you are experiencing issues with completing your gift card purchase, or have not received delivery of a gift card purchased, please call 1-888-205-5801 or email : rclgiftcards@buyatab.com for assistance.

I received a plastic/e-gift card as a gift, but I don’t want it. Can I return it?

All sales of plastic or e-gift cards are final.

What happens if I return an item purchased with a gift card?

You will be refunded with an e-gift card and you will receive a separate email with the e-gift card details. Please retain this email, as you will need the information to purchase online, or bring the email in-store to make an in-store purchase. If you paid for your purchase using both a credit card and a gift card, a portion of your refund may be applied back to your credit card.

Gift card use

Redeeming a gift card

Redeeming a gift card is easy! Just shop and check out as you normally would. During checkout, you can enter your gift card number into the gift card entry fields during the checkout process. You will need to enter both the gift card number and the 4-digit PIN located on the back of your gift card. When you click the "Apply" button, you will get a confirmation message indicating that the gift card has been applied to your order.

You may apply a maximum of 5 gift cards per order.

Checking the balance on a gift card

The balance on your gift card can be checked anytime at any of our store locations. No purchase is necessary to check your balance.

How do I report a lost or stolen gift card?

If your gift card has been registered and is lost or stolen, please call our Customer Service Centre immediately. You will need to provide your card number and answer questions concerning recent activity on your account. Upon verification and location of the receipt of purchase, we can freeze and transfer your remaining balance to another card. At all times, please treat your card like cash.

  • RW&Co: 1-855-232-7926
  • Penningtons: 1-866-388-4785
  • Additon Elle: 1-866-388-4783
  • Reitmans: 1-866-734-8626
  • Thyme: 1-855-908-4963
  • Hyba: 1-866-734-8626

Can I re-load my gift card?

Plastic gift cards can be re-loaded. Simply present your card at one of our stores and ask the Store Associate to add whatever amount you choose. Re-loading a card online is presently not possible.

How do I enter a Coupon Code on reitmans.com?
There are two places to enter a Coupon Code on reitmans.com:

Shopping Bag:

Type the Coupon Code (Example: EXCLUSIVE, FREESHIP) in the field labeled ENTER COUPON CODE located below the item list on the MY BAG page, and select APPLY COUPON. The discount will display in red below the order subtotal.

Info/Payment Tab:

If you forgot to enter your Coupon Code in the shopping bag, you can still enter it on the Info/Payment tab. Type in the Coupon Code in the Enter Your Coupon Code field below the Shipping Address and select APPLY. The coupon discount will display in red below the Total summary.

You can complete the checkout process or continue shopping as the Coupon Code will be applied to items added to your cart before and after entering the Coupon Code.

Please take note that coupons are often subject to restrictions. Please review the conditions carefully because only one coupon can be applied to an order at a time.

In-Store Order Processing

The order will be processed at our fulfillment centre and shipped to the mailing address you provided. You will then receive an order confirmation email at the valid email address you provided. When the order is shipped, you will also receive a shipment confirmation email, including the shipment tracking number, which you can use to track you order on the Canada Post website.

In the unlikely event an item, or items, from the order you placed at a store are cancelled, you will receive a cancellation email and be reimbursed through our head office for the original purchase price and the associated taxes.

If you paid for your purchase with…

A credit card:

You will be reimbursed on the same card with the description REITMANS HO CORRECTION MONTREAL QC. Processing time: 3-7 business days. Note: it could take up to 10 business days for your credit card company to apply the refund to your credit card account.

A gift card:

You will receive your reimbursement on a new gift card which will be mailed to you. Processing time: 7-15 business days.

Cash or a debit card:

A cheque will be mailed to you from Reitmans Canada Ltd. Processing time: 7-15 business days.

How can I get a refund for my in-store order purchase?

We’re doing our best to answer all your needs during this time. For items bought after February 1st, 2020, unless otherwise specified by official provincial authorities, you will have 30 days from store re-opening to return or exchange in-store and online purchases. We dressed up the store for you with new styles, so for any new purchases you make when you visit, our usual return policy applies. For further details, please refer to our Return Policy.

Please note that in order to limit contact, our employees will be processing contactless returns. This means that all products must be handled by you. Also, returns will only be accepted at the customer service desk. Please bring the item(s) to a store, along with your original receipt and we will be happy to assist you in returning or exchanging your store order purchase.

Please visit this link to see if you are eligible and when your province’s stores plan on re-opening. For any other questions, please refer to the Contact Us section of the website.

For further details, please refer to our Return Policy.

Returns and Refunds

Return Policy for Online Orders

Changed your mind? No problem!

Items purchased at Reitmans.com can be returned by mailing the items back to Reitmans, free of charge (exchanges by mail are not offered).

We’re doing our best to answer all your needs during this time. For items bought after February 1st, 2020, unless otherwise specified by official provincial authorities, you will have 30 days from store re-opening to return or exchange in-store and online purchases. We dressed up the store for you with new styles, so for any new purchases you make when you visit, our usual return policy applies. For further details, please refer to our Return Policy.

Please note that in order to limit contact, our employees will be processing contactless returns. This means that all products must be handled by you. Also, returns will only be accepted at the customer service desk.

Please visit this link to see if you are eligible and when your province’s stores plan on re-opening. For any other questions, please refer to the Contact Us section of the website.

Within 30 days of purchase, you are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund. Please note that refunds will be processed using the same payment method as for the original purchase.

The following items are not included in this refund policy and will not be refunded or exchanged:

  • Socks, leggings (individual wrapped) and hosiery
  • Panties
  • All Shapewear
  • All Jewelry, including pierced earrings and toe rings
  • Swimwear bottoms and one piece bathing suits
  • Non-medical face masks
  • Gift cards and gift receipts

Purchases from reitmans.com can be returned in person to any Reitmans location or by mailing the purchase back to us using your free return label.

Exchanges can only be done in an Reitmans store. We do not offer exchanges by mail.

In-store Returns

Returns of merchandise purchased with cash, credit, or debit: you may return merchandise purchased with cash, credit or debit card using the barcode provided in your Shipping Confirmation Email for an exchange, a Gift Card or a refund based on the original payment method and the initial amount paid for the merchandise.

Returns of merchandise purchased with cash, credit or debit card without proof of purchase: you may return merchandise purchased with cash, credit or debit card; however, the return may only take the form of an exchange or a Gift Card. The amount of the return will be based on the lowest price of the merchandise within the previous two (2) weeks from the date the return is claimed. If such pricing information is not available because the merchandise returned is no longer in season, a Gift Card or exchange will be offered at the last selling price the merchandise was sold. Reitmans reserves the right to request valid identification prior to accepting merchandise for a return.

Returns of merchandise purchased with a Gift Card (or equivalent coupon or gift receipt): you may return merchandise purchased in-store with a Gift Card in the form of an exchange or a Gift Card, based on the amount that was paid for the merchandise.

Returns of merchandise purchased with PayPal: you may return merchandise purchased with PayPal using the barcode provided in your Shipping Confirmation Email in the form of an exchange or a refund issued to a gift card, or to the card associated to your PayPal account. You will be refunded the final price that was paid for the merchandise.

Reitmans reserves the right to request valid identification prior to accepting merchandise for a return. Merchandise purchased in-store or online may be returned to any Reitmans store in Canada for a refund. To find a store near you, select Find a Store.

Returns by Mail in Canada (for online purchases only):

Reitmans offers free shipping for items returned by mail in Canada. However we do not accept COD or collect deliveries.

To return merchandise by mail, please follow these steps:

  • Carefully pack the items you wish to return.
  • Affix the pre-paid shipping label to your return parcel and drop your parcel off at any Canada Post location.
  • Mail the package to:
    Reitmans Distribution Center
    DEPT EC
    5555 Henri Bourassa W.
    Montreal, Quebec
    H4R 3E6
  • From the time your return parcel arrives at our Distribution Center, please allow up to 10 business days for your return to be processed and 1-2 billing cycles for the return to appear on your credit card statement.

The online invoice is no longer enclosed in the parcel. For reference, please refer to the shipping confirmation email.

Please be sure to keep note of the 16 digit tracking number appearing on the return label as it is the only way to track your package and confirm delivery on www.canadapost.ca. Reitmans (Canada) Limited will not be held responsible for lost or stolen packages.

Returns will be credited to the credit card used in the original transaction. Original shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Returns by Mail from the U.S. (for online purchases only):

Reitmans does not offer free shipping for items returned by mail in the U.S.

  • Carefully pack the items you wish to return.
  • Mail the package to:
    Reitmans
    HTS 9814
    FedEx Trade Networks
    156 Lawrence Paquette
    Champlain, NY 12919
  • Please be sure to apply sufficient postage to ensure delivery of your return package. We encourage the use of a traceable shipping method for your return, as we are not responsible for lost parcels. We do not accept COD or collect deliveries.

Returns will be refunded using the same payment method as for the original purchase, for U.S. returns, please allow 6 - 8 weeks for the parcels to arrive in Saint Laurent, Quebec Canada from Champlain, NY, our US depot office.

Returns will be credited to the credit card used in the original transaction. Shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Price Adjustment Policy

Price adjustments will be offered in the first 14 days after store re-opening. Even if some provinces are able to reopen their stores, the return legislation will depend on the provincial authorities. You can consult this link to verify when you nearest store is going to open and specificities per province. We offer a one-time price adjustment on items purchased at regular price when the original sales receipt is presented. To get your price adjustment, please fill out our simple form here. Please note that price adjustments for online purchases will not be accepted in-store but online only. Price adjustments are NOT eligible on items purchased at a discounted price.

Can I return or exchange my online purchase?

Items purchased at Reitmans.com can be returned by mailing the items back to Reitmans (free of charge) within 30 days of purchase. You are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund.

Exchanges by mail are however not offered, you will need to return them in-store to proceed with an exchange.

Given the current situation, for every online purchase made since February 1st, you will have the option to return or exchange them in-store. We temporarily extended our in-store policy, so you will now have 30 days from store re-opening to return your items.

For full details on how to return your purchase, please read our Return Policy.

What is your price adjustment policy?

In-Store Orders:

Price adjustments will be offered in the first 14 days after store re-opening. Even if some provinces are able to reopen their stores, the return legislation will depend on the provincial authorities. You can consult this link to verify when you nearest store is going to open and specificities per province. Reitmans will offer a one-time price adjustment on items purchased at regular price (without any discount, temporary or otherwise) when the original sales receipt is presented. Price adjustments are NOT eligible on items purchased at a discounted price.

Online:

Reitmans will offer a one-time price adjustment within 14 days of purchase on items purchased at regular price (without any discount, temporary or otherwise).To get your price adjustment, please fill out our simple form here. Price adjustments are NOT eligible on items purchased at a discounted price.

Note that price adjustments for merchandise purchased online can be received exclusively in this manner and cannot be received in-store.

How do I return a U.S. order?

U.S. residents who have purchased online from reitmans.com and aren't completely satisfied with their purchase, can mail the merchandise back to Reitmans for a full refund. Within 30 days of purchase, you are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund.

For more information, please read our Return Policy.

How long does it take for a credit card refund to appear on my statement?
It can take up to two billing cycles for a refund to show up on your statement, depending on the issuing bank.
It can take up to 3 business days after the refund is issued to show up with online banking.

Product Inquiries

How do I find the item I’m looking for?
We've designed the reitmans.com website with the intention of making it as simple to find what you're looking for as possible. Of course, no two people shop the same way, so here's what to do if you can't find what you're looking for:
In the SEARCH box at the top right of any reitmans.com page, type in the article number, name or a word(s) associated with what you're looking for.
If your initial search doesn't return the results you were looking for, try again. Your original search may have been too specific; using a more general term like "pants" or "skirts".

Navigating reitmans.com

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