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Fit Guide

Gift Guide

Returns & Exchanges

We offer free standard shipping on all orders, exchanges and returns within Canada.

Further information on shipping can be found here

 

HOLIDAY RETURN POLICY

For purchases made between November 2, 2018 and December 24, 2018, we will gladly exchange or refund new, regular-priced merchandise until January 7, 2019. Items returned to our warehouse must be postmarked within this time frame. Refunds will be made in the form of original payment. After January 7, 2019, items may be exchanged for merchandise until January 14, 2019.

Sale merchandise, discounted merchandise and items purchased with discount codes between November 2, 2018 and December 24, 2018 may be exchanged for merchandise until January 14, 2019. These items are not eligible for returns.

All returned and exchanged merchandise must not be washed, worn or damaged and all original tags must be attached.

ONLINE RETURN & EXCHANGE POLICY

REGULAR-PRICED MERCHANDISE
We will gladly exchange or return regular-priced merchandise within 14 days of delivery (items must be postmarked within this time frame), and offer an exchange on all items returned within 28 days of delivery. Refunds will be given in the original form of payment. Merchandise must not be washed, worn or damaged and all original tags must be attached. If your return does not meet these conditions, the package will be sent back to you. 

SALE-PRICED MERCHANDISE
We will gladly exchange sale-priced, discounted merchandise and items purchased with discount codes within 14 days of delivery (items must be postmarked within this time frame). These items are not eligible for returns. Merchandise must not be washed, worn or damaged and all original tags must be attached. If your return does not meet these conditions, the package will be sent back to you. 

FINAL SALE 
All items that have been modified at the request of the customer, including maternity panels and hemming are final sale. All eGift Cards are final sale. 

DAMAGED MERCHANDISE
If you receive a damaged or defective item, please contact us at customersupport.ca@mavi.com 
prior to returning it to alert our team of the issue. We do not accept damaged items as returns, and therefore need to be aware if the item was received by you in that condition in order to process a replacement or refund.  

PLEASE NOTE
We will only return or exchange items purchased on ca.mavi.com. Merchandise purchased from other retailers, including department stores and specialty stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer. We do not refund expedited or express shipping charges unless you were sent incorrect items. 

INSTORE RETURN & EXCHANGE POLICY

We will gladly exchange or return regular-priced merchandise within 14 days of purchase. Refunds will be given in the original form of payment. All sale items and purchases accompanied by a gift receipt may be exchanged or returned for merchandise credit. Merchandise must not be washed, worn or damaged an all original tags must be attached and accompanied by a valid receipt. Gift cards, undergarments and socks are final sale. We can only accept returns and exchanges for Mavi items purchased at Canadian Mavi stores or on ca.mavi.com.

 

RETURN & EXCHANGE INSTRUCTIONS

RETURN TO CA.MAVI.COM
Return shipping is free and all you need to return or exchange an item is already in your order box! Here’s how:

1. Place the items to be returned or exchanged into the original order box, or the provided envelope. 

2. Complete the Return & Exchange form included with your order and place it into the box or return envelope. If this information is not included with your returned items we may not be able to identify the sender (you) and process your return or exchange request. 

3. Securely seal the box or envelope and attach the prepaid return label. If you are using the original order box to ship your items back, ensure the barcode of the old shipping label is completely covered. You can track your shipment by using the tracking number on the prepaid return label. Keep a copy of the tracking number for your records.

4. Drop the package off at the shipping carrier's nearest location or book a package pick-up with the shipping carrier. 

We will contact you when your return or exchange has been processed. Please note we do not send notifications upon receipt of them. 

To initiate a return, you do not need to contact us. Everything you need is in the order box.


TO A MAVI STORE  (Only orders paid with Visa, Mastercard or Amex)
1. Visit one of our 3 Mavi store locations during regular store hours to return or exchange your items.

2. Complete the return and exchange form included with your order and give it to the store staff along with the item you want to exchange or return. Returns and exchanges cannot be accepted in our stores without this form. 

Online orders placed with PayPal and egift cards cannot be returned to stores. 


REFUND PROCESSING TIME

Your refund will be processed within 10-15 business days from the time UPS receives your returned item. Refunds will be made in the original form of payment. Once we have processed your refund we will send you an email confirmation. Please be sure to include your completed return and exchange form in the box with your returned item. 


EXCHANGE PROCESSING TIME

Your exchange will be processed within 10-15 business days from the time UPS receives your returned item. Once we receive your returned item and have shipped your replacement item, we will send you an email confirmation. Please be sure to complete the return and exchange form included in your original order so that we know what to exchange your item with.