FAQ

Return/Exchange Policy

Refunds

We do not offer refunds. We offer exchanges or returns for store credit in the form of a gift card/electronic gift card.

In the case of manufacturer's defects and if we cannot provide you with the same item or a comparable replacement item in a timely manner, we will assess on a case by case basis to ensure there is a satisfactory resolution.

Exchanges & Returns

PLEASE NOTE: We have extended our Exchange Policy due to COVID-19. If you purchased an item between March 16 (our temporary store closure) and June 27 (our reopening) and the time lapsed is beyond our regular 14 day period, we are happy to offers EXCHANGES ONLY.

Our return/exchange policy lasts 14 days. Your item must be unworn/unused and in the same condition you received it, with the tags still on. If 14 days have lapsed since the date of your purchase, we cannot offer you an exchange or return.

Please note that several types of merchandise are exempt from being returned/exchanged including: gift cards, custom apparel, final sale items, child/toddler apparel, hats, scrunchies, earrings, accessories (hair clips, keychains) and swimwear due to their personal nature.

Face masks, hand sanitizer, nail polish, body and hair care are considered FINAL SALE unless the product is found to be defective. Exchanges, returns or refunds for these items will NOT be granted unless otherwise specified.

We exchange items if they are defective, damaged and in some cases when the order has been marked as a gift and you've ordered/received the wrong size. Please consult our size chart before making your purchase.

If you need to exchange for the same item in a different size, send us an email at hello@bbxcollection.com to confirm your Return/Exchange, receive authorization and we will provide shipping instructions to mail your item back (please include tracking, no signature necessary).

If you are in Ottawa and need to exchange, you are also welcome to visit our store at 31 York Street in the ByWard Market and we would be more than happy to assist you. You are responsible for paying for your own shipping costs for the return/exchange of your item. Shipping costs are non-refundable. In the case of an exchange, we will ship your new item to you at no additional cost to you. In the case of a return, we will provide you store credit electronically for the full amount of your returned item.

Unfortunately, as a small business we cannot comp the shipping costs for returns or exchanges both ways. We appreciate your understanding.​Depending on the shipping service, we cannot guarantee that we will receive your returned item. We highly recommend that you add tracking to your shipment.

Gift Cards

We do not accept returns or exchanges on gift cards. Gift cards received as "gift with purchase" have no cash value and cannot be redeemed for cash or equivalent.

Still have questions? Call us at 1-855-839-3947 or get in touch via e-mail hello@bbxcollection.com