Returns and Exchanges

Online Return Policy

Sale items and discounted/promotional merchandise are Final Sale, and are not eligible for return, exchange or cancellation. This includes in-store pick up orders.

Any “refused” shipments are the customer’s responsibility. The original shipping charge, as well as the cost of return shipping, will be deducted from the original purchase amount and a restocking fee may apply.

All items must be unworn, unwashed and in new condition with the original tags/packaging intact. Please ensure that all items are well-packaged, and are protected with outer packaging. Any item(s) not received back in the condition in which it was shipped may be refused or subject to a 25% restocking fee.

All additional costs related to online returns are the customer’s responsibility unless it was a mistake on our part.

Any cancelled orders or refused shipments may be subject to a 10% restocking fee, in addition to any shipping charges associated with the shipment.

All in-store pick up orders that have been left on-site at our store location (819 Hornby Street Vancouver) for longer than 6 months may be subject to a restocking fee and products may be added back to inventory.

Request a Return for an Online Order

vancityoriginal.com will accept items back for exchange or return on all regular priced items within 14 days of package delivery confirmation (or date of order fulfillment for in-store pick up orders).

In-Store Return Policy

Vancity Original® Brand will accept returns for Store Credit or Exchange on all regular priced items within 7 days of purchase. Please bring the item along with the original purchase receipt to the Vancity Store at Dipt Kicks 819 Hornby St Vancouver BC.

All sale items and discounted/promotional merchandise are Final Sale upon purchase/delivery, and they are not eligible for return, exchange or cancellation in-store. This includes in-store pick up orders.

All items must be unworn, unwashed and in new condition with the original tags intact. Any item(s) not received back in the condition in which it was purchased may be refused or subject to a 10% restocking fee.

FAQ

Can I cancel my order?

Customers wishing to cancel orders should email help@vancityoriginal.com immediately. If the product has already been shipped to the customer, please see the exchange and return policy for more information. Please note, all launch releases, sale and discounted items are final sale.

Cancellation requests may be subjected to up to 10% restocking fee at our discretion. This may include but not limited to bot transactions and organic transactions.

Do I have to pay for my return shipping?

vancityoriginal.com will cover the return shipping expense for you if it is our mistake that you are returning the item. If something doesn’t fit or you simply don’t like the item, we will gladly issue an online store credit/exchange if it is unworn and unwashed within a 14 day period from the initial shipping date. The customer will be responsible for the return expenses. Please note, all launch releases, sale and discounted items are final sale no exceptions. Vancity Original® Brand will not accept or assume responsibility for lost or damaged packages being returned, so it is strongly recommended that any returns be made through a reliable courier, with a tracking number or traceable system.

Do you ship Worldwide?

Yes! vancityoriginal.com does ship internationally however there are some locations we are unable to ship to. If we are unable to ship to your location, we will promptly contact you. Some products cannot be shipped to certain locations due to licensing laws

Why was my order cancelled?

Orders can be cancelled for several reasons. If an order is canceled for any reason, vancityoriginal.com will contact you through email.

In Store Pick Up Policy

We will keep your order for a maximum of six months from the date your order was first marked "ready for pick up".

You will receive a reminder email/phone call and be advised when it is your last chance to pick up your order and / or contact us about your order and you will have 7 days to reply.

We are under no obligation to hold your item past the timeline indicated above.

RETURNS

It is absolutely important to us that you are completely satisfied with your purchase that is why we offer an online credit note or exchange only in cases which:

The item does not fit you
You are not satisfied with the quality
You have simply changed your mind
Do I have to pay for my return shipping?

vancityoriginal.com will cover the return shipping expense for you if it is our mistake that you are returning the item. If something doesn’t fit or you simply don’t like it, we will gladly accept your return if it is unworn and unwashed within a 15 day period from the initial shipping date. The customer will be responsible for the return expenses. Please note, all launch releases, sale and discounted items are final sale once the order is shipped. Re-stocking fees may apply for certain items. Vancity Original® Brand  does not offer refunds, but upon inspection, will gladly provide you with an online store credit. Vancity Original® Brand  will not accept or assume responsibility for lost or damaged packages being returned, so it is strongly recommended that any returns be made through a reliable courier, with a tracking number or traceable system.

How long does it take for my return/item exchange to be processed?

The moment it arrives at our return department, the store credit will be processed. For any item exchanges, the customer is responsible for all shipping expenses. Before the exchange is processed, the customer can expect an invoice for the shipping fee sent by us. Once the payment is received, a new tracking number will be made and the exchange will be processed.

I received a damaged item, what do I do?

Please send an email to help@vancityoriginal.com letting us know what the issue is with the damaged goods along with the order number and a photo of the described damage. Once an email has been submitted, customer service will contact you with further instructions. Vancity Original® Brand will not accept or assume responsibility for lost or damaged packages once handed over to the postal service.

What do I do if I receive the wrong product or size?

If you received the wrong item or size, please call us at +(604) 669-9990 or email us at help@vancityoriginal.com. It is important that you contact us before returning the item, so that we can assist you with a return slip and shipping fees. If you do not contact us, you are responsible for all return shipping charges. Please have your order number available and ready. If you do not know your order number, please log in to your account to find the number in your order history or refer to your order confirmation email.

What's the return address?

Vancity Original® Brand 819 Hornby Street Vancouver BC V6Z 1T9

Can I process a return In-store?

Yes, in most cases you can return the items in person at the Vancity Store inside Dipt® Kicks 819 Hornby St. Vancouver BC

GENERAL QUESTIONS

What Currency Will I Be Charged In?

All prices are listed and charged in Canadian Dollars (CAD). This amount will be converted and will appear as your local currency on your bank statement based on the current exchange rate.

Any currency conversions displayed on our website are only estimations based on current exchange rates and are updated daily.

All Canadian orders will be charged their respective GST/HST rate at checkout.

Will I Pay Duties and Taxes?

All duties, customs and taxes incurred when items are shipped internationally are the responsibility of the customer. Due to Canadian law, Vancity Original® Brand does not mark down the value of items, nor do we mark items as "gift."

How Do Afterpay and Affirm Work?

Both are a “Buy Now, Pay Later” payment service. They allow customers to buy now and pay for online orders in four interest-free installments over six weeks and in some cases other installments.

Why Was My Credit Card Charged Multiple Times?

This money has not been paid to Vancity Original® Brand (587865 BC Inc), rather your credit card company has put a hold on it for you while you checkout. Afterwards, if your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the authorization between 2-7 business days after it is made depending on your bank.

Please note, if you attempt to checkout multiple times, your card will be authorized multiple times.

SHIPPING

Do you ship Worldwide?

Yes! Vancity Original® Brand does ship internationally and to the United States, but there are some locations we are unable to ship to. If we are unable to ship to your location, we will promptly contact you. Some products cannot be shipped to certain locations due to licensure laws.

How can I track my order once it has shipped?

Once your order is shipped out from vancityoriginal.com, we will send you a shipment confirmation email with your tracking information. It may take up to 24 hours for the tracking number to become visible on Canada Post’s website or alternate carriers.

How long will it take for my order to be shipped?

Orders are typically processed within a 2-5 day period once the order has been made. We only ship out orders on weekdays; if you place an order after store hours or during the weekend, it will be shipped out the first following business day.

Why Doesn't My Gift Card Code Work Online?

Online Gift Cards can only be redeemed for online orders placed at vancityoriginal.com. They are not accepted in-store.

If you have an Online Gift Card and it's not working, please contact help@vancityoriginal.com with your Online Gift Card code, balance and a description of the problem you are experiencing.

Online Gift Cards are non-transferable.

CONTACT US

Vancity Original® Brand Online Customer Service
HELP@VANCITYORIGINAL.COM
+(604) 669-9990
The Vancity Store inside Dipt® Kicks 
819 Hornby St. Vancouver, BC Canada

STORE HOURS:

7 days a week: 11:00AM-6:00PM