FAQ
Frequently Asked Questions
Welcome to our FAQ. Here you will find answers to the most common questions regarding delivery, returns, sizing, products, payments, and customer service.
Delivery
Q: How long does delivery take?
A: Delivery times vary by region:
| Area | Estimated Time |
|---|---|
| Montreal, Laval & Longueuil | 1 to 3 business days |
| Canada | 3 to 7 business days |
| United States | 5 to 10 business days |
Orders are generally processed within 1 to 2 business days after payment confirmation.
Times may vary slightly depending on the carrier, public holidays, weather conditions, or periods of high demand.
Q: What are the shipping costs?
A: Our shipping costs vary depending on the destination and the option chosen at checkout.
| Area | Option | Rate |
|---|---|---|
| Montreal, Laval & Longueuil | Local Delivery | $5.99 CAD |
| Canada | Standard | $6.99 CAD |
| Canada | Express | $12.99 CAD |
| United States | Standard | $8.99 USD |
| United States | Express | $14.99 USD |
Free delivery is offered for purchases of $100 CAD or more in Canada and $100 USD or more in the United States.
Q: Can I track my order?
A: Yes. Once your order has shipped, you will receive a confirmation email containing tracking information, if a tracking number is available.
Please note that it may take some time for the tracking information to be updated by the carrier.
Returns
Q: Can I return my item?
A: Yes. Returns are accepted within 15 days of receipt of your order.
To be eligible for a return, the item must be:
- Unworn
- Unwashed
- Unused
- With original tags attached
- In its original packaging
- In perfect resalable condition
Items that do not meet these conditions may be refused.
Q: Who pays for return shipping?
A: Return shipping costs are the responsibility of the customer, except in cases of our error or confirmed defective items.
We recommend using a shipping service with a tracking number, as we are not responsible for packages lost, damaged, or undelivered during return transit.
Q: How long does a refund take?
A: Once the return is received and verified, the refund is processed and applied to your original payment method. The time it takes to appear depends on your bank or financial institution, generally between 3 and 7 business days.
Your bank or credit card company may require additional time for the refund to appear on your account.
Q: How do I initiate a return?
A: To request a return, contact us at: trueelegance.shop@gmail.com
Please include:
- Your order number
- The item(s) concerned
- The reason for the return
- Clear photos if the item is defective, damaged, or incorrect
No item should be returned without prior confirmation from our team.
Sizing
Q: How do I find my size?
A: You can consult the size guide available on each product page.
We recommend checking the measurements provided before placing an order, as some pieces may have a different fit depending on the model: fitted, fluid, or oversized.
Q: Can I exchange my size?
A: We cannot guarantee the availability of sizes, colors, or models at the time a return is processed.
The quickest way to get the desired size is to return the original item, then place a new order once the return is accepted.
To initiate a request, contact us at: trueelegance.shop@gmail.com
Products
Q: Where do your products come from?
A: Our products are imported from Turkey and carefully selected for their style, quality, and elegance.
At True Elegance, we prioritize feminine, modest, and easy-to-wear everyday pieces.
Q: Are the products of good quality?
A: Yes. Each piece is carefully selected before being added to our store.
We pay particular attention to the cut, fabric, finishes, and comfort to offer elegant and comfortable clothing.
Q: Can the colors be slightly different from the photos?
A: Yes, a slight color difference may appear depending on the lighting, the screen used, or the shooting conditions.
We do our best to present the colors as accurately as possible.
Payment
Q: What payment methods do you accept?
A: We accept major credit cards, including:
- Visa
- Mastercard
- American Express
We also accept payment options available through Shopify, such as Shop Pay, when offered at checkout.
Q: Is my payment information secure?
A: Yes. Payments are securely processed via Shopify and its payment partners.
Your banking information is not stored directly by True Elegance.
Orders
Q: Can I modify or cancel my order after placing it?
A: If you wish to modify or cancel an order, please contact us as soon as possible.
We will do our best to assist you if the order has not yet been processed or shipped.
Once the order has been shipped, we can no longer guarantee modification or cancellation.
Q: I entered the wrong address, what should I do?
A: Please contact us quickly. If the order has not yet been shipped, we will do our best to correct the address.
The customer is responsible for providing a complete, accurate, and up-to-date address at the time of ordering.
Contact
Q: How can I contact you?
A: You can contact us by email at: trueelegance.shop@gmail.com.
You can also write to us via the contact form on our store or through the chat, if available.
We usually respond within 24 to 48 business hours.