Order Processing

Please allow up to 2 business days from your purchase date for your order to be confirmed and processed for shipment. Your order is not confirmed until you have received a shipping notification. 

Please allow up to 2 - 5 business days from your purchase date for your order to be confirmed and processed for shipment during peak times.

When your order has been confirmed and processed for shipment, you will receive an order confirmation with a Canada Post tracking number. Until then, your order is not confirmed and no funds will be accepted from your payment method.

* Please note orders placed under multiple names, emails and accounts to the same shipping address within a short period of time may be flagged for review. This may result in order processing delays and order cancellation for fraud protection.

Shipping may be delayed due to the following:

Canada Post back log and high order volumes

From Date of Shipment Confirmation Email

  • Delivery within 2-3 business days - Toronto and GTA
  • Delivery within 2-5 business days - Ontario
  • Delivery within 3-7 business days - Outside Ontario

 

Once an order has been placed, we cannot guarantee that it won`t be cancelled before shipment.

 

Return Shipping

Return shipping is at the cost of the customer. No return labels are provided unless product is damaged upon receipt or wrong item was sent. Please contact info@exclucitylife.com for more information.

Return Address 

Online Department
552 Queen St W,
Toronto,
ON M5V 2B5

Within 30 days of receiving your order you can return unwanted items in store to our Queen Street West location.This is the mailing address above and the only location that can accept online returns. You must bring the shoes in their original condition, in their original box and with their packing slip. A refund will be processed online (you do not need to have your original form of payment with you).

No in-store exchanges are available for online orders. To improve the accuracy of our stock this is absolutely essential and there are no exceptions. If you would like a different size or shoe, please purchase in store.

Shipping FAQ`S

I was not home when my order arrived! What do I do?

Please bring your pick up slip to the location listed on the slip, with a piece of government issued ID that matches the name on the order. You must pick up your parcel within two weeks (10 business days) of an arrival notification. 

I didn't pick up my parcel in time, what do I do?

If you do not pick up your package within the 10 business days of arrival, it will be returned to us and we will refund your purchase. If you still want the item, it will be at the cost of the customer to re-ship it. 

A 10 dollar shipping fee to cover the cost to resend your parcel to the complete and correct address. For international shipping the cost will be dependent on the location of the shipment. If you do not wish to pay the fee the order will remain returned and price paid refunded.

My tracking says my parcel is at a pick up point, but I cannot find a pick up slip!

Your tracking number should give you the location of the pick up point within a day off the parcel arriving. If you bring a proof of address (i.e. a piece of mail with your name and address on it) , the tracking number, a copy of your online receipt and a piece of government ID Canada Post should be able to assist you in retrieving the package.  If you have issues with this you can contact customer service.

I entered the wrong / incomplete address at check out and the parcel was returned to sender. How do I get my parcel?

The shipping address that is entered at check out is where we will send your parcel. We will not make any alterations to your address. If an order is returned to us via post due to an incomplete address, it will be at the cost of the customer to have it re shipped.

There will be a 10 dollar shipping fee to cover the cost to resend your parcel to the complete and correct address. For international shipping the cost will be dependent on the location of the shipment. If you do not wish to pay the fee the order will remain returned and price paid refunded.