Return & Exchange Process for Aritzia – Help Center

1. Introduction

At Aritzia, we value our clients and strive to make returns and exchanges as seamless as possible. This article outlines the full Return & Exchange Process, tailored for both online and in-store purchases. It’s structured so your agents can quickly locate and provide accurate guidance.

2. Policy Overview

2.1 General Conditions

Before proceeding with a return or exchange, the following conditions apply to all purchases:

Items must not be washed, worn, or damaged. Aritzia+2Aritzia+2
All original tags must still be attached. Aritzia+1
For swimwear: the hygiene liner must still be attached. Aritzia
For shoes: they must be returned in the original box. Aritzia
The valid receipt or proof of purchase must be shown/linked. The Krazy Coupon Lady+1

2.2 Items That Are Final Sale / Not Eligible

The following items are not eligible for return or exchange (or only eligible for exchange/store credit under limited conditions):

Sale items marked at 50% off or greater are final sale. Aritzia+1
Intimates, shapewear and hosiery. Aritzia+1
Face masks. Aritzia+1
Personalized items (e.g., The Super Puff™ Personalized) are final sale. Aritzia
Gift cards cannot be redeemed for cash or refunded (unless required by law); returns paid with gift cards will be refunded as merchandise credit to a gift card. Aritzia

3. Online Purchases (aritzia.com)

3.1 Return / Exchange Eligibility

Regular-priced merchandise

Full refund to the original form of payment if returned within 14 days from the shipping date. Aritzia+1
Merchandise credit (in the form of a digital gift card) if returned within 30 days from the shipping date. Aritzia
After 30 days from shipping: no returns accepted. Aritzia+1

Sale merchandise (discount less than 50 %)

Returns for merchandise credit only if returned within 14 days from shipping. Aritzia+1
Sale items at 50% + off are final sale. Aritzia

3.2 How to Initiate Online Return

Sign into your Aritzia account → go to Order History, select the order, click Return Items. Aritzia+1
- If you used guest checkout: fill out the “Order Tracking” form. Aritzia
Select the items to return and choose reason. If item is defective, include details. Aritzia
Review and click Process Return. You’ll receive a Return Confirmation email. Aritzia+1

3.3 How to Ship Back (Mail-in)

There are two options to send the return:

QR Code option: Package the item(s) (in original bags/box if saved), bring the QR code from the confirmation email to a FedEx location. Aritzia+1
Print at home: Print the PDF return label, pack your items, drop off at a FedEx location. Aritzia

Notes / extra details:

If you checked out as a guest, a return postage fee of US $8.00 (plus applicable taxes) will be deducted from your refund. Aritzia
If you were signed in, returns are free in the US. Aritzia
For multiple items from the same order: include all in one box and use one return label. Aritzia
For items from multiple orders, contact Aritzia Concierge to set up the return. Aritzia
Once the package is received, the refund or credit will be processed within 7-10 business days. Aritzia

3.4 Exchanges for Online Purchases

Exchanges may be completed in store or by mailing back the online return and placing a new order. Aritzia+1
Note: If payment was via PayPal, Klarna, or other BNPL (Buy Now Pay Later) vendor:
- PayPal purchases: refunds to PayPal account only if item is mailed back. In-store return only results in exchange or store credit. Aritzia
- Klarna purchases: online returns only eligible for refund to Klarna account when mailed. In-store returns: refunding to Klarna account not possible; standard in-store return policy applies. Aritzia

4. In-Store Purchases

4.1 Return / Exchange Eligibility

For items bought in a boutique (same country):
Regular-priced merchandise

Within 14 days of purchase: refund to original form of payment at any boutique in the same country. Aritzia
Within 30 days of purchase: exchange or return for merchandise credit at any boutique in same country. Aritzia

Sale merchandise (discount < 50%)

Within 14 days: exchange or return for merchandise credit. Aritzia
Sale merchandise (discount ≥ 50%) are final sale. Aritzia

4.2 Process

Visit any Aritzia boutique in the same country where the item was purchased. Provide original receipt.
Associate will verify the items meet the “General Conditions” (see Section 2) and proceed with refund, exchange or credit as applicable.
Note: For sale items eligible for credit, store credit is issued (usually as a digital gift card) rather than refund to original payment method.

5. Special Periods & Gift Policy

5.1 Holiday / Gift Period

During the holiday return period, Aritzia will process refunds or exchanges until January 4 (of the following year) for items purchased in-store or online. Aritzia
For sale items discounted 50% or more during this period: final sale. For sale items less than 50% off: may be exchanged for merchandise or credit until Jan 4. Aritzia

5.2 Order Cancellation

For online orders: You can cancel within 30 minutes of submitting the order (via the Order History or Order Tracking page) — if you still need help, call Concierge. Aritzia+1

6. Agent Guidance – Common Scenarios & Tips

Missing tags / item worn: Inform customer that unfortunately item will not qualify for return/exchange as per policy; recommend to contact Concierge about possible repair if defective.
Purchased online, want to return in-store: Provide guidance — yes, returns for online purchases can be dropped off in-store if the boutique is in the same country. Double-check payment method restrictions (e.g., PayPal/Klarna).
Purchased via PayPal/Klarna: Ensure you reference the special constraints for refund eligibility (must ship back for refund to payment account).
Partial items from multiple orders: If returning items from separate orders, ask customer to contact Concierge to set up the return rather than using the standard return label.
Return time frame confusion: Remind customers the key dates: for full refund (online) = 14 days from shipping. For credit (online) = 30 days from shipping. For in-store: 14 days for refund; 30 days for credit/exchange (regular priced).
Sale items ≥ 50%: Final sale — cannot be returned or exchanged; ensure customer understands this if they attempt to proceed.
Holiday season returns: If they’re returning a gift bought recently (e.g., December), remind them of Jan 4 deadline.
Multiple return items: Encourage customer to combine into one box/label to simplify and avoid multiple shipping labels.
Contacting Concierge: If customer has any special case (multiple orders, used BNPL, defective item), route to Concierge via live chat, phone 1-855-ARITZIA (274-8942) or email. Aritzia

7. Agent-Use Quick Reference Table

Purchase Type	Time Window for Refund	Time Window for Credit/Exchange	Notes
Online, regular-priced	14 days from shipping date	30 days from shipping date	Free return if signed in; guest checkout pays $8. Aritzia
Online, sale (discount < 50%)	14 days return → credit only	—	Refund to original payment not offered. Aritzia
Online, sale (discount ≥ 50%)	—	—	Final sale — no returns or exchanges. Aritzia
In-store, regular-priced	14 days from purchase	30 days from purchase	Must be in country of purchase. Aritzia
In-store, sale (discount < 50%)	14 days → credit only	—
In-store, sale (discount ≥ 50%)	—	—	Final sale — no returns/exchanges.

8. Summary

Our goal is to ensure that customers feel confident making purchases at Aritzia by offering clear, straightforward return and exchange options — while maintaining policy integrity to protect both customer experience and brand value. When assisting customers, please always verify: purchase channel (online vs in-store), item type (regular vs sale vs final), payment method (especially PayPal/Klarna), and timeline (shipping or purchase date). Use the quick reference table above to guide resolution efficiently.

For further assistance:
If a scenario falls outside these standard rules (e.g., damaged item, multiple orders, special payment methods), please direct the customer to contact Concierge at 1-855-ARITZIA (274-8942), or via live chat / email. Aritzia