Returns & Exchanges

30 days. Free return shipping within Canada. Unworn and unused, with proof.

The window

You have 30 calendar days from the date your order is delivered to start a return. Delivery date is the date shown on the carrier's tracking record. If you were away and the parcel sat at a depot, tell us — we will work from the date you actually collected it.

Condition we require

Because our runs are small and every returned piece goes back into inventory for another customer, returns are accepted only where the piece is genuinely unworn and unused. Concretely:

• All original tags attached, including the numbered edition card, in the position they arrived in. A removed or reattached tag is the single most common reason a return is declined.
• Original packaging included — the box, the dust bag, the tissue and any inserts.
• Jackets: no odours (smoke, fragrance, cooking), no pet or human hair, no makeup or deodorant marks at the collar and cuffs, no pilling, no snags, no alterations.
• Footwear: soles must be clean and unmarked. Try boots on indoors, on carpet or a clean floor. Any outdoor wear leaves grit in the lug pattern and makes the pair unsellable.
• No laundering. Do not wash, dry clean or re-proof a piece you intend to return.

We photograph every return on arrival. If a piece arrives worn, soiled, damaged or altered, we will email you the photographs and offer to ship it back to you at our cost, or to recycle it responsibly if you prefer. We do not issue partial refunds for worn goods.

What "proof of no usage" means in practice

You do not need to prove anything before you ship. Our inspection on arrival is the check. What you need to do is keep the piece in returnable condition — tags on, packaging kept, worn indoors only — so that the inspection passes. If you are unsure whether something you have done affects returnability, email us before you wear it again and we will tell you plainly.

How to start a return

1. Email [SUPPORT EMAIL] with your order number and which pieces you are returning.
2. We reply within one business day with a prepaid return label (Canada) or return instructions (United States).
3. Pack the piece in its original packaging, attach the label, and drop it at any carrier location.

Who pays for return shipping

• Canada: we pay. The prepaid label is free to you.
• United States: you pay return shipping. We will tell you the approximate cost before you commit. Any duties or taxes you paid on import are recoverable from your customs authority, not from us — we will supply the paperwork you need.
• Faulty or wrong item, anywhere: we pay, always, and we pay the outbound shipping back to you as well.

Refunds

Once your return passes inspection we issue the refund within 5 business days to the original payment method. Your bank typically takes a further 3–10 business days to post it. Original outbound shipping charges are refunded only where the return is due to our error or a fault in the piece.

Exchanges

We exchange for a different size or colourway subject to availability. Because runs are small, the size you want may sell out while your return is in transit. The faster route is almost always to return for a refund and place a new order immediately for the size you want. Tell us you are doing this and we will flag your return for priority processing.

Faulty goods

If a piece fails through a manufacturing or materials defect, contact us with photographs. Where the defect is confirmed we will repair, replace or refund it, at your choice, for the reasonable lifetime of the piece — not just inside the 30-day window. Ordinary wear, accidental damage, and damage from misuse or improper care are not manufacturing defects.

This does not affect your statutory rights. Nothing in this policy limits any remedy available to you under the Ontario Consumer Protection Act, 2002, the Sale of Goods Act, equivalent provincial legislation, or applicable United States federal or state consumer law.

Non-returnable items

• Gift cards.
• Pieces marked final sale at the point of purchase.
• Pieces returned outside the 30-day window without prior arrangement.
• Pieces that fail the condition standard above.

Pre-orders

Pre-order deposits are fully refundable at any time before your piece ships. After it ships, the 30-day return window above applies from the delivery date, on the same terms. See our Pre-Order Terms for the full detail.

Gifts

If you received a FrostPepper piece as a gift, email us with the order number from the packing slip. We will issue a gift credit to you rather than refunding the original purchaser, so the gift stays private.

Contact

FrostPepper Labs Inc.
[BUSINESS ADDRESS]
Toronto, Ontario [POSTAL CODE]
Canada
[SUPPORT EMAIL]
[PHONE]