Frequently Asked Questions

When do your products go on sale ?

We are thrilled that you love our products as much as we do.  Our bags and scarves are made with high quality materials by skilled artisans and we price our merchandise competitively while respecting the care and skill that goes into each unique piece and ensuring that all of our factories are able to pay their workers a fair living wage to support their families.

However, we do have promotional events, seasonal promotions and special invitation only gatherings for our valued insiders. Sign-up here to join our list of product advocates and get access to exclusive content.

 

I ordered different items and I’m wondering if I will receive together or separately?

“Shipped in a day” items are dispatched to customers as soon as the order is processed. These will usually arrive on the same day but in separate boxes depending on the size of the pieces.

Any item that is made-to-order will be shipped as soon as it is ready for delivery. However, multiple box orders will not incur any additional shipping charges.

 

I ordered products with different delivery timelines, when will I receive them?

“Shipped in a day” items are dispatched to customers as soon as the order is processed. These will usually arrive on the same day but in separate boxes depending on the size of the pieces.

Any item that is made-to-order will be shipped as soon as it is ready for delivery. However, multiple box orders will not incur any additional shipping charges and of course, standard shipping is always free.

 

Can I cancel or change my order?

We want you to be happy with your purchase. If you change your mind and want to cancel your order, please send an email to [email protected] within 3 hours of having placed the order quoting your order number (this will be on the email confirmation we send you).

We will get back to you within 24 business hours.

 

What forms of payment do you accept?

We are pleased to accept payment in VISA, MasterCard, American Express and PayPal.

 

In what currencies can I pay?

We accept payment in Canadian and US Dollars as well as more than 100 other currencies around the world.  

For a full list of currencies, click here.

 

Returns & Exchanges

What is your return policy?

Regular priced items can be exchanged or returned within 7 days of the delivery date. Sale items are final and cannot be exchanged or returned.

Only products that are unused, unworn, unaltered, undamaged and in re-sellable condition qualify for a return. All returned items must include the original packaging with all tags attached.

Returns will be refunded in the original transaction method and to the same credit card (or other payment method) used for the original transaction.

We understand that sometimes things change. Any returns will be subject to a nominal $9.95 return shipping fee and $6.95 restocking fee.

To initiate a return, click here.

 

What can be returned?

Only products that are unused, unworn, unaltered, undamaged and unwashed and in resellable condition qualify for a return. All returned items must include the original packaging with all tags attached.

To initiate a return, click here.

 

What is your exchange policy?

We recommend customers place a new order for the item you would like and then return the originally purchased item. This will guarantee that you will get the new item you want.

Only products that are unused, unworn, unaltered, undamaged and unwashed and in resellable condition qualify for a return. All returned item must include the original packaging with all tags attached.

To initiate a return, click here.

 

What if my item is incorrect, damaged or defective?

While we strive to ensure that every product is inspected thoroughly before shipping, exceptional circumstances do occur and we apologize for any inconvenience caused.

Please contact us at [email protected] with an image of the incorrect, damaged or defective item with your order confirmation number. We will get in touch by email and/or phone to process your return/exchange of the item.

 

How do I initiate a return?

Click here to initiate a return.

 

Have a question that’s not answered here?

Please email us at [email protected] 

 

Shipping & Delivery

When does my purchase ship?

“Shipped in a day” items are dispatched to customers as soon as the order is processed. 

Any item that is made-to-order will be shipped as soon as it is ready for delivery.

 

Where do you ship currently?

We ship across Canada and the US. International shipping will start soon. Stay tuned!

 

When can I track my shipment?

Once your order has been packed, we will send you an email with a tracking number to track the status of shipment.

All packages are tracked and will require a signature prior to the item being released to the customer.

We want to make sure that you get your purchase safe and sound!

 

Who do you ship with?

We ship with Canada Post and Fedex.

 

When will I receive my purchase?

All orders will be received in accordance with standard shipping timelines within Canada and the US.

Once you receive a tracking number, you should receive your order within 3 to 8 business days.

For  made to order items, we will send you an email when the product is ready.  You should receive your order within 3 to 8 business days.

 

Do I pay for shipping?

Standard shipping is provided at a flat rate of $7.50

 

I want faster shipping?

Other shipping options are available and can be selected at checkout.

 

My order shows delivered status, but I did not receive my package?

Every order ships through Canada Post and FedEx and is tracked. Cherry & Maple is not liable for lost orders that were tracked and delivered to the Shipping Address as shown in your order confirmation.

 

I want to change my shipping address?

Changes to orders are possible within 3 hours of placing the order.

Please send an email to [email protected] within 3 hours of having placed the order quoting your order number (this will be on the email confirmation we send you).

We will get back to you within 24 business hours.

 

Do I get charged a fee for customs and duties?

Products shipped within Canada are duty-free.

Any products shipped to the United States may be subject to applicable customs, duties and sales or other taxes.

You will be responsible for the payment of any customs, duties etc. and will need to be paid upon delivery.

 

Do I need to sign for delivery?

Yes, you would need to sign for delivery.

 

What do I do if my package was returned to sender?

Our shipping partners typically make 3 attempts to deliver a package before sending it back to us. If that happens, we will be pleased to ship the product back to you for the applicable standard shipping cost.

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