FAQ

Customer Service

Call us

1-855-998-7363

Email us

service@bestsellercanada.zendesk.com

Opening Hours

Monday to Thursday 11 a.m. - 5 p.m. ET
Friday 11 a.m. - 3 p.m. ET

 

My Order

Can I cancel my order?
You must contact our customer service team as soon as possible to cancel your order. We cannot guarantee that your order will be cancelled.
What should I do if I did not receive a confirmation email?
First, check if your confirmation email has been marked as spam in your inbox. If you cannot find your email, contact our customer service team to receive any information.
Can I change the shipping address for my order?
You must contact our customer service team as soon as possible and they will assist you further. We will do our utmost to change the shipping address on your order before it is processed and shipped.
I've received my order and some items are missing?
If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.
What if I've received merchandise in error or received damaged merchandise?
If you have received an incorrect or damaged product, we recommend you contact our customer service team. They will then assist you further.
Can I buy a gift card online?
It is currently not possible to buy a gift card online. You may purchase a gift card in any BESTSELLER HOMME/FEMME, JACK & JONES, VERO MODA store in Canada.

Payment

Which payment methods are accepted online?
We accept payment via PayPal, MasterCard, and Visa.
Can I pay with a gift card online?
It is currently not possible to use a gift card online. You may use your gift card in any BESTSELLER HOMME/FEMME, JACK & JONES, VERO MODA store in Canada.
When will I be charged for my order?
When you place your order, your credit card will be pre-authorized for the full amount of your order. You will only be charged once your order ships from our warehouse. Note that only the items shipped will be charged.

Shipping & Delivery

See our Shipping Policy

How can I track my order?
You can follow the status of your order by clicking on the link in your shipment confirmation email.
How long does it take for my order to get shipped?
Orders are usually processed and shipped from our distribution center in Montreal, QC, Canada, within 2 to 4 business days. Note that these times do not act as a guarantee.
How long will it take to receive my order?
Orders are generally delivered within 5 to 10 business days. Note that these delivery times do not act as a guarantee. The website is dependent on Canada Post delivery, which may be affected by unforeseen delays such as inclement weather.
Can I change the shipping address for my order?
You must contact our customer service team as soon as possible and they will assist you further. We will do our utmost to change the shipping address on your order before it is processed and shipped.
How much is the shipping charge?
A flat rate of $4.95 is applied for shipping on each order.
Do you offer express shipping?
We only offer standard shipping with Canada Post. All orders are shipped from our distribution center in Montreal, QC, Canada. Orders are generally delivered within 5 to 10 business days. Note that these delivery times do not act as a guarantee.
Do you offer pick up in-store for online orders?
We do not currently offer pick-up in store for online orders. We offer delivery to any home, office or PO Box address in Canada.
Do you ship to the US?
US shipping will be available soon. Follow us for all of these updates.

Returns & Refunds

See our Return Policy

Can I do an exchange?
It is not possible to exchange items purchased at BESTSELLERCLOTHING.CA. If you wish to exchange, you need to return the item(s) for a refund and place a new order. All returns for refund must be in line with our Return Policy.
Can I return or exchange an item purchased online in-store?
Online orders cannot be returned or exchanged in our stores.  Likewise, our distribution center will not accept returns of items purchased in BESTSELLER HOMME/FEMME, JACK & JONES, VERO MODA stores.
I have returned an item. When will I receive the credit?
All returns are processed within 14 days following their arrival at our warehouse. Note that it may take up to two billing cycles for the refund to show up on your statement depending on the issuing bank.
Are the shipping fees refundable?
Shipping fees are not refundable.

Product Availability

I saw an item online, but can no longer find it. Why not?
It is possible that an item has been removed from the site due to a change in season or because it is out of stock.
I saw an item in-store, but cannot find it online. Why not?
The online assortment may vary from products available in BESTSELLER HOMME/FEMME, JACK & JONES, VERO MODA stores. Assortment may also vary by store. 
I saw an item in-store, but the price online is different. Why? 
Pricing and promotions offered online may vary from pricing and promotions in BESTSELLER HOMME/FEMME, JACK & JONES, VERO MODA stores. Pricing and promotions may also vary by store.