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FAQ

THE BRAND

 

WHERE ARE YOU LOCATED?

            We are a Montreal based company.

 

WHERE IS YOUR PRODUCT MADE?

All our product is hand made in Montreal. Visit our about page to learn more about the brand.

 

ORDERS

 

CAN I ORDER BY PHONE?

We do not process orders by phone. All orders must go through our website.

 

I WANNA TRY IT BEFORE I ORDER IT?

Unfortunately, our product can only be found on our website for now but don’t worry! You can always return it if it doesn’t fit!

 

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

  • Domestic orders can take approximately 2-3 business days to be processed and shipped.  HOLIDAYS EXCLUDED: Please read below.
  • International orders can take approximately 2-6 business days as your package will need to be handled and passed through your country's Customs
  • Orders during holidays can take up to 10 business days to process and ship due to high volume of orders. We do our best to insure your package is shipped to you as promptly as possible.

 

HOW CAN I TRACK MY ORDER?

  • You can track your order by visiting postcanada.com. (Enter your tracking number in the search field)
  • Please be advised: a tracking number is only sent to your email address once we have prepared your package for shipment and delivery.
  • Please allow 24-36 hours for your tracking information to be updated on the www.postcanada.com site from the time you receive your tracking information email from our team.

 

 

WHAT SHOULD I DO IF I HAVENT RECEIVED MY ORDER?

  • Please contact our team at info@collectiontann.com to assist you in locating your order

 

 

I PLACED AN ORDER, BUT NEVER RECEIVED A CONFIRMTION EMAIL.

If you do not receive an email from TANN Montreal within a few hours of placing your order, be sure to:

  • check your personal Spam folder.
  • Alternatively, the email address on file might be spelled incorrectly.
  • To check your orders, log into your  TANN Montreal account and select the “My Orders” option to review your order history.

If you are still unable to locate the confirmation email for your order, please contact our customer service team by emailing us at info@collectiontann.com or by clicking here.

 

HOW CAN I CANCEL MY ORDER?

Unfortunately, we are unable to cancel or make any changes to your order once it has been successfully placed. You are welcome to return your items in accordance with our return policy once your order has been delivered to you.

 

 

CHECKING OUT

 

WHAT PAYEMENT METHODS DO YOU ACCEPT?

We accept the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • PayPal

 

AM I ABLE TO CHECK OUT IN MY LOCAL CURRENCY?

  • Please keep in mind that we are a Canadian company. You may choose which currency to shop in but you MUST check out in Canadian dollars (CAD).

 

IN WHAT CURRENCY WILL MY SHIPING COSTS BE CHARGED?

  • Shipping costs are always in Canadian dollars. You will be charged in your country's currency

 

 

HOW CAN I FIND OUT HOW MUCH I WILL BE CHARGED IN MY LOCAL CURENCY?

  • To find out how much will be charged, you may simply use an online currency converter in which ever currency your country uses. 
    Example: CAD to USD

 

I FORGOT TO USE MY DISCOUNT CODE, CAN IT BE APPLIED AFTER IVE PLACED MY ORDER?

Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has been finalized.

 

Shipping

 

WHAT IS YOUR SHIPPING POLICY FOR INTERNATIONAL ORDERS?

  • International Taxes & Duties: All applicable custom fees, taxes and duties are the responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package.
  • In particular occasions, custom agents may delay delivery of some packages. We are not responsible for packages being held at customs for whatever reason it may be.

For more information, view our shipping policy

 

DO YOU HAVE EXPRESS SHIPPING? DOMESTIC AND INTERNATIONAL?

  • Yes, we do! How ever higher shipping fees will be charged. At checkout, you will have an option for standard or express shipping. You will be able to view the fees for both before you make your decision.

 

WHAT SHIPPING METHODS DO YOU USE?

  • For the time being, we only ship packages via post Canada

 

DO YOU REFUND SHIPPING FEES?

  • Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please view our return policy to know how to go about a damaged good

 

Returns

YOUR RETURN POLICY SAYS 14 DAYS. IS THAT FROM THE DATE I PLACED MY ORDER?

No. The 14-day period begins the day you receive your package.

 

CAN I EXCHANGE AN ITEM?

Absolutely! We treat exchanges the same way we do refunds. Please visit our Returns page located at the bottom of our website for Return information and our policy.

 

I RECEIVED A DAMAGED ITEM. WHAT SHOULD I DO?

We truly apologize for that! Please take a photo of the item which clearly displays the damage and email the photo to our Customer service team returns@collectiontann.com along with a description of the damaged item and your Order Number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

 

HOW WILL I KNOW WHEN MY REFUND HAS BEEN PROCESSED?

  • You will receive an email from our team indicating your refund has been successfully processed once the refund has been submitted.
  • Once you receive the email, please allow 2-10 business days for the credit to be applied back on the same method of payment used to process the purchase.

 

CAN I GET A REFUND OR A STORE CREDIT IF THE PRICE OF AN ITEM HAS CHANGED SINCE MY ORDER?

Our prices may fluctuate and change in response to fashion trends, current stock on-hand, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.

 

I PURCHASED AN ITEM WITH A GIFT CARD, CAN I RETURN IT?

  • Items purchased with a gift card can be exchanged.
  • You can also get a refund however; it will be refunded on a gift card.

 

I PURCHASED AN ITEM ON SALE / WITH A PROMO CODE CAN I RETURN IT?

  • All sales items are final sale.
  • Items purchased with a promo-code can be exchanged or refunded.

 

CAN I REFUND A GIFT CARD?

  • Gift cards are non refundable and can not be exchanged for a monetary value.

 

Product

 

HOW DO I KNOW WHAT SIZE I NEED?

  • Just click here to view our size guide.
  • Please be advised that sizing may vary depending on cut and style, but don't worry here is our return policy just in case your items does not fit perfectly.

 

 

HOW OFTEN DO YOU RESTOCK?

There are no guarantees that an item will be restocked. With that said;

  • Visit our website frequently to see if the item you want has been restocked or join our malling list to be the first to know if and when a style will be restocked.

 

THE COLOR OF THE ITEM I ORDERED ISNT AS PICTURED ON YOUR WEBSITE, WHAT SHOULD I DO?

We have made every effort to display as accurately as possible the colors and images of our products that appear on our website. We cannot guarantee that your computer monitor's display of any color will be accurate.

  • You may proceed to a refund or an exchange. To view our return policy, click here

 

WILL MY ITEMS SHRINK AFTER I WASHED THEM?

Please read and follow the care label instructions to avoid any washing issues. TANN Montreal accept a shrinkage of up to 3%. To avoid shrinkage, certain items might need ironing after washes, to regain their original shape and fit. If needed, this will always be mentioned on the care label.

 

I BOUGHT AN ITEM AND THE COLOR CHANGE AFTER I WASHED IT, WHAT SHOULD I DO.

Unless it is mentioned in our product description, all our fabrics should not change color after washing. If this issue occurs, we truly apologies. Please email us at returns@collectiontann.com and follow our return policy guidelines so we can rectify the issue.

 

Technical

 

HOW CAN I CONTACT COLLECTION T.A.N.N. CUSTOMER SERVICE?

That’s easy! Email us! We love to hear from our customers.

Our Customer Service Team is here to answer any questions and inquiries you may have via email Monday-Friday (8am-5pm EST). We will answer within 48 business hours.

  • Emailing about an Order:

Please included Order Number (if available), First and Last Name provided to place order, and email address used to place order

  • Emailing about a Return/Refund:

Please include Tracking Number for return package, Order Number, First and Last Name and Email Address used to place order. View our return policy for more information on returns

 

HOW CAN I JOIN YOUR MAILLING LIST?

  • At checkout:

 once you have entered all your information at checkout including your email address, check the box next to Keep me up to date on news and exclusive offers

  • Home page:

Scroll all the way down the home page till you reach the subscribe to our newsletter. Enter your email address and click subscribe

 

HOW CAN I UNSUBCRIBE TO YOUR MAILLING LIST?

We’re sorry to see you go! To unsubscribe, just hit the “unsubscribe” link on the bottom of the email or newsletter. You can always join back!

If you still get our emails, we truly apologize. Please send us an email so we can fix the issue on our end.

 

I LOST MY ACCOUNT PASSWORD, WHAT SHOULD I DO?

Don’t panic! Simply click the “Forgot Your Password?” link next to the login button and follow the instructions provided. Please don’t hesitate to contact our Customer Service Team if you continue to experience any problems logging in.

 

IS MY PRIVICY AND PERSONAL INFORMATION SECURE ON YOUR WEBSITE?

Shopping on our website is always safe and secure! To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

Please visit our Privacy Policy for more information by clicking here.

 

HOW DO I APPLY A PROMOTION CODE?

Once you have finished shopping, proceed to checkout. You will find the Discount Code box. Type it in and click apply

 

 

We will gladly give you an answer if your question has not been answered on this page. Simply email us at info@collectiontann.com