FAQ's
1. Do you ship outside Canada?
At the moment, we ship within Canada, the United States, and selected international destinations. Shipping availability, rates, and delivery times may vary by location. Full details are provided at checkout, and we will update our website as we expand shipping to additional countries.
2. How long does delivery take?
In-stock items are typically dispatched within 1–2 business days. Delivery timelines depend on your location and the shipping method selected at checkout. Estimated delivery times will be shown before you complete your order.
3. What is your return and exchange policy?
You may request a refund within 14 days of delivery or an exchange or store credit within 21 days, provided items are unworn, unwashed, unaltered, and returned with original tags and packaging. Certain items, such as made-to-order pieces and items marked Final Sale, are not eligible for return.
4. Are the products exactly the same as the photos?
Our garments often feature hand embroidery and artisanal techniques, so minor variations in colour, pattern placement, or detailing are part of the craft and make each piece unique. These variations are not considered defects.
5. How can I contact customer support?
You can reach us by email at support@designerlounge.ca. We aim to respond to all enquiries within 1–2 business days during business hours.
6. Do you offer local pickup or in-person returns?
Yes. Local collection and returns are available in Surrey, BC by appointment. Please email us in advance with your order number to schedule a drop-off or pickup.
7. How do I know which size to order?
We provide detailed sizing information on each product page. If you’re unsure or between sizes, feel free to email us at support@designerlounge.ca and we’ll be happy to assist before you place your order.
8. What if my item arrives damaged or incorrect?
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photos and your order number. After review, we will repair, replace, or refund the item, and we will cover return shipping in such cases.