We are able to make exceptions for Instore returns from Canadian retailers.
- Within 6 months of purchase
- Defects only (determined by asking good questions to understand experience customer has had with the product, how they are using/cleaning, fit, etc)
- No POP is required at this time for NBCA instore returns-however we could certainly ask for one to verify timeframe
- No instore-returns due to sizing at this time
- Instore-returns are a one-time exception and customer's name/email should be added to alerts.
The Instore Process
- Once we verify the customer is eligible for an Instore-return either by email or phone, we set them up with a return authorization. Currently, we create and send them an email in Zendesk asking them to reply with their current shipping address, top 3 styles for a replacement, and any other relevant information.
- The customer's name, shipping address, and top 3 selected styles should be left as an internal note in the Zendesk ticket.
- Following a response to the customer and the internal note, the ticket should solved.
- For the three replacement styles, please keep in mind the price of the item being returned. If we are not able to replace with an identical item, please keep the price of the 3 replacement choices comparable and within $10 of the original item if possible.
- The customer is issued an RA (Return Authorization-Customer’s Last Name). The RA will serve as the customer’s only link between the warehouse and customer care for this customer's return to be processed. It must be inside the box with their return.
- This RA will inform the Canadian warehouse to reach out to customer care (Whitney) to place the new replacement order.
- The customer will need to return their package to our Mississauga, Ontario warehouse at their cost.
NB Canada Returns c/o NLS
Consumer Returns Dept. RA # NBCA-[Customerlastname]
6185 MCLAUGHLIN ROAD
MISSISSAUGA, ON L5R3W7
- Once the return is received in Ontario, the Ontario warehouse will reach out to our MOP team to send a replacement from the customer’s 3 top styles.
- This entire process typically takes 3 weeks from start to finish.