Returns/Refunds

Returns / Refunds / Exchanges

How do I return an item?
Follow the procedure as outlined below: 

1. Contact our customer support at:  support@thegirlguidestore.ca   or by phone 1-877-211-6050 to receive a return authorization.

2. Along with your return item(s), enclose a copy of your Packing Slip /or a printout of your Order Confirmation email /or print from the Online Store under YOUR ACCOUNT. 

  • State what you are returning, the reason, and your request (refund or exchange, indicating the exchange size you require).
  • Provide contact information including your daytime phone number and/or email address, should we need to contact you.
  • Provide shipping address, if different from the original order shipping address
3. Ship your parcel to: The Girl Guide Store 501 Nightingale Avenue London, Ontario N5W 4C4.
    4. Once your return is received we will process the refund or ship the exchange item(s) as you have requested.
    • Refunds will be credited to the same form of payment used on the original order.
    • The cost of shipping back a return is the customer's expense.

     

    What if the item I am returning is part of a Group Order?

    • For returns on Group Orders, contact Customer Service (1-877-211-6050 or e mail support@thegirlguidestore.ca)
    • The original order number will be needed to complete the return.
    • Refunds will be credited to the same form of payment used, to the person who paid, when the original order was placed.
    • Please provide the shipping information, if different from the original order’s shipping address.

     

    What items cannot be returned? 

    • Earned Badges
    • Challenge Crests
    • Insignia
    • Awards
    • Earrings
    • Made to Measure Uniform Shirts
    • Made to Size Rings
    • Flag lettering/Lettered Flags
    • Personalized/Custom items

    Returns received for the items listed above will not be processed for refund or exchange, nor will they be returned to the customer.

     

    Can items be returned if damaged, defective or substandard quality? 

    • If an item was damaged in transit please contact us within 3 days of receipt of order. A refund /or straight exchange /or replacement will be processed upon receipt of the item returned - if returned within 30 days from the order date.
    • If an item is defective or substandard in its production please contact us within 3 days of receipt of order. A refund or straight exchange or replacement will be processed upon receipt of the item returned - if returned within 30 days from the order date.
    • If a garment becomes damaged after the first few washes after carefully following the washing instructions, a refund or straight exchange or replacement will be processed upon receipt of the item returned.

     

    What if I receive an item that is different from the item on my packing slip? 

    • If the item received is not the item showing on your Packing Slip, please contact us within 3 days of receipt of order. An exchange or replacement will be processed upon receipt of the item returned - if returned within 60 days from the order date.

     

    PLEASE NOTE:

    • Shipping and handling charges are not refundable.
    • Items returned after 30 days will not be processed.
    • GGC will determine, upon receipt of your return, that the item is in an unworn/undamaged condition and ready for re-sale. If the item(s) is deemed not to be in a re-saleable condition, the item(s) will be returned to the customer and no refund/exchange will be processed or issued.

     

    How do I contact Customer Service if I have questions concerning my return? 

    • Call Customer service at 1-877-211-6050 or email support@thegirlguidestore.ca and one of our representatives will be glad to answer your inquiries.
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