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Easy returns

Total satisfaction or your money back

Message from customer service


In light of the restrictions and strict measures recently put in place to ensure the health and safety of our employees, here is some additional information:

  • Online orders: The time needed to prepare orders and the shipping delays may be longer than usual.
  • Canada Post has put a "Ring, drop off, leave" policy in place. The delivery employees will knock or ring at your door, choose the safest place to leave your package, and will then head off to the next address.
  • Returning items bought online: We have extended the time period for making an online return request to 60 days following the receipt of merchandise. This includes items bought at regular price, on promotion, and on sale.
  • Returning in-store items: We will be more flexible when it comes to our return policy. What is important is that the merchandise be in good condition and that you keep your receipt. You will be able to make your exchange or your return when our stores reopen.
  • Response time: Our Customer Service's response time is currently 72 hours. We apologize for this delay.

The Simons team would like to sincerely thank you for the support you've shown us over the past weeks. Your purchases are allowing Canada's oldest family-owned business to minimize the impact of this crisis on its employees.

Our exchange, return, and refund policy has been embedded in our DNA since 1840. If you are not completely satisfied with your purchase, you can return it for a full refund. Returns for regularly priced items are accepted within 30 days following the date of receipt, and within 10 days for sale items.

Please note that a US$5.00 flat fee applies to returns, and that returns totalling less than US$10.00 are not accepted on our website.

Here are two easy ways to return some or all of the items you ordered online.

In store*

Exchange or
refund?
The choice is yours.

Refunds will be made in the original form of payment that was used online.
1 -  Bring in store the item purchased online.
2 -  Present the original invoice.
3 -  Have the card that was used for the purchase in hand and—that's all there is to it!
Store locator 

Online

Using your order number

Submit 

Using your account

Log in 
*Online-only items can only be returned via our website.

Refund Policy

Miscellaneous information related to our refund policy

Shipping fees for purchases are non-refundable.

A US$5.00 flat fee applies to each return request. (Please note that returns totalling less than US$10.00 are not accepted on our website. If you have any questions, please contact one of our customer representatives at our toll free number 1-877-666-1840.)

You have 30 days following the date of receipt to request a return for regularly priced items bought online, and 10 days for sale items. If the allowed return period has already passed, please contact one of our customer service representatives.

Please note that in-store purchases can only be exchanged or refunded in stores.

Additional gift boxes are non-refundable.

Online-only items can only be returned via our website.

All refunds will be made using the same transactional method as the payment.

Order cancellations are only possible before your order has been shipped and before you have received a shipping confirmation by email. You can verify your order's status by calling 1-877-666-1840. If you have already received the shipping confirmation, you may return the merchandise as soon as it arrives by following the process outlined above.

Changes to Information on our Website

Dates of the current offers, prices and availability of goods on the website may be changed without notice. We work hard to show only the available articles and to resupply stocks regularly. However, it may happen that we run out of stock of certain colours or sizes of items in our inventory when the order is placed. Once your order is processed, you will receive an order confirmation with the date of receipt of your order, the availability and the price of each article ordered. From time-to-time, we may have to cancel an order placed through our website if, for example, the merchandise ordered unexpectedly becomes unavailable for shipment.

While we try as hard as possible to meet your needs, we reserve the right to revise any price or inaccurate description and to cancel or refuse any order with an inaccurate price or description. These corrections can be made even after the acceptance of an order.

Sales Tax

The taxes charged are calculated based on the state and local taxes of the order's shipping destination.

Customers are responsible for all sales taxes, use taxes, and any other taxes and duties imposed by any state or jurisdiction associated with their order. Orders to the United States are exempt from payment of Canadian sales taxes.

Unless otherwise noted, prices do not include shipping and handling charges and applicable local and state taxes. In some states, shipping fees are also subject to tax. The applicable taxes and shipping fees will be shown separately on your Order Confirmation.

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