Frequently Asked Questions
Welcome to Camille Toronto. Below you'll find answers to some of the most common questions about ordering, delivery, sizing, returns and refunds.
If you can't find the answer you're looking for, feel free to contact us at info@camille-toronto.com.
How long does delivery take?
Orders are normally processed and dispatched within 1–2 business days.
After dispatch, delivery typically takes approximately 5–12 business days. Most orders therefore arrive within approximately 6–14 business days from the date the order is placed.
Delivery times are estimates and may occasionally be affected by carrier delays, customs processing, severe weather, busy periods or deliveries to remote areas.
For more information, please see our Shipping Information page.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders throughout Canada, with no minimum order value required.
Where do you deliver?
We currently deliver throughout Canada.
At this time, Camille Toronto does not offer delivery to countries outside Canada.
Where is Camille Toronto based?
Camille Toronto is an online-only fashion store serving customers throughout Canada.
We operate exclusively online and do not have a physical retail location or walk-in customer service location.
Our orders may be processed through our international fulfilment network before being handed to a local delivery carrier for final delivery in Canada.
How can I track my order?
Once your order has been dispatched, we'll send you a shipping confirmation email containing your tracking information.
You can use the tracking link or tracking number provided to follow your parcel.
Please allow some time after dispatch for tracking information to become active, as carrier systems may not update immediately.
You can also visit our Track Your Order page for more information.
What if my order is delayed?
Occasional delays can happen due to circumstances outside our control.
If your order is taking longer than expected, we recommend checking your tracking information first.
If you still need assistance, email us at info@camille-toronto.com with your order number and we'll be happy to look into it for you.
What if I receive a damaged, defective or incorrect item?
If something isn't right with your order, please contact us as soon as possible.
Send us your order number, a brief description of the issue and clear photos showing the problem.
Once we've reviewed your request, we'll offer an appropriate solution, which may include a refund or replacement.
If we require a damaged, defective or incorrect item to be returned, Camille Toronto will cover the return shipping costs.
What is your return policy?
You may request a return within 30 days of receiving your order.
To qualify for a standard return, the item must generally be:
- Unworn and unused
- In its original condition
- Returned with its original tags and labels
- Free from signs of wear, washing, stains, perfume, damage or alteration
To start a return, email us at info@camille-toronto.com before sending anything back. Our team will provide you with the appropriate return instructions and return address.
For complete details, please see our Returns & Refunds page.
Who pays for return shipping?
If you are returning an item because you changed your mind or because of its size, fit, colour or style, you are responsible for the return shipping cost.
If you received a damaged, defective or incorrect item and we require it to be returned, Camille Toronto will cover the return shipping cost.
Do I always need to send an item back to receive a refund?
Not necessarily.
In certain cases, we may offer our keep-the-item option as an alternative to an international return.
International returns require additional transportation, packaging and handling. For this reason, many customers prefer this option as a way to avoid an additional return shipment and its environmental impact.
When available, you may choose to keep, gift or donate the item and receive a partial refund, typically 60–70% of the item's purchase price, depending on the circumstances.
This option is voluntary. If you prefer an eligible standard return instead, you can proceed according to our Returns & Refunds policy.
What if I ordered the wrong size?
Please contact us before sending the item back.
In some cases, we may be able to send you another size for only the applicable shipping cost, without requiring you to return the original item.
Availability cannot be guaranteed, so please contact us at info@camille-toronto.com and we'll check the available options for your order.
Do you offer exchanges?
We don't offer traditional product-for-product exchanges.
If you would like a different colour, style or product, you can return the eligible item according to our Returns & Refunds policy and place a new order.
For size-related issues, contact us first, as we may be able to offer a replacement size for only the applicable shipping cost.
When will I receive my refund?
Once an eligible return has been received, inspected and approved, we'll issue your refund to your original payment method.
Refunds are normally processed within 7 business days after approval.
Your bank, credit card company or payment provider may require additional time before the refund appears in your account.
Can I cancel or change my order?
If you need to cancel or change your order, contact us as soon as possible at info@camille-toronto.com.
We may be able to help if the order has not yet been processed or dispatched.
Once an order has entered processing or has been shipped, we cannot guarantee that it can be changed or cancelled. After delivery, an eligible item can be handled through our standard return process.
How do I choose the right size?
We recommend checking the size guide or measurements on the product page before placing your order.
Because sizing and fit can vary between different styles, comparing the measurements provided with an item you already own can help you choose the most suitable size.
If you're unsure, feel free to contact us before ordering and we'll be happy to help where possible.
Do you have a physical store?
No. Camille Toronto is an online-only store.
We currently do not operate a physical retail shop or walk-in customer service location.
How can I contact customer support?
Our customer service team is available by email.
Store name: Camille Toronto
Email: info@camille-toronto.com
Customer service: Email support only
Customer service hours:
Monday to Friday
10:00 AM – 7:00 PM (ET)
We usually respond to emails within 24 hours.