Frequently Asked Questions
Whether you are ordering from WellClaire for the first time or have shopped with us before, we have gathered the answers to the most common questions for you.
Can't find your question? Our customer service team is happy to help.
Orders
How do I place an order?
Browse our collection, select the size and colour you want and add the item to your cart. When you are ready, go to checkout and follow the steps to enter your shipping and payment details.
Can I change or cancel my order?
Would you like to change or cancel your order? Please contact us as soon as possible at info@wellclaire.com.
We start processing orders quickly, so we can only confirm a change or cancellation as long as your order has not yet been packed or shipped. More information can be found in our terms and conditions.
How do I know my order was successful?
As soon as your payment has been processed, you will receive an order confirmation by email. Haven't received it after a few minutes? Please check your spam folder first. You can always contact us afterwards.
Shipping
Which countries do you ship to?
We currently ship only to addresses within Canada.
Do you offer free shipping?
Yes. All orders within Canada ship for free, with no minimum order value.
How long does shipping take?
Orders are usually processed within 1 to 3 business days. After shipping, delivery usually takes another 5 to 9 business days.
The total estimated delivery time is therefore about 6 to 12 business days. Delivery times may vary during busy periods.
Will I receive a tracking number?
Yes. As soon as your order has shipped, you will receive a shipping confirmation by email with tracking information so you can follow your package.
What happens if my package is delayed?
Delays sometimes occur due to circumstances beyond our control, such as customs clearance, extreme weather or carrier delays.
Is delivery taking longer than expected? Please contact our customer service team. We are happy to help you check the shipping status.
Returns and refunds
What is your return policy?
Items that meet our return conditions can be returned within 30 days of delivery. Items must be unworn and unwashed, with the original tags still attached.
Exceptions apply to certain items, such as earrings, intimate apparel, swimwear with the hygiene liner removed, items marked as Final Sale and gift cards. Your statutory consumer rights continue to apply.
See our return and refund policy for all conditions.
How do I request a return?
Before sending anything back, please email info@wellclaire.com with your order number and the items you would like to return.
Our customer service team will review your request and send you the correct return instructions and return address.
How long does a refund take?
Once we have received and inspected your return, we aim to process approved refunds within 3 to 5 business days.
Your bank or payment provider may then need another 5 to 10 business days before the amount appears in your account.
Who pays for return shipping?
If you return an item because you changed your mind or ordered the wrong size, the return shipping costs are your responsibility.
If you receive a damaged, defective or incorrect item, we will cover reasonable return shipping costs when a return is necessary, or where required by law.
Because our standard shipping is free, there are no original shipping costs to refund.
Products
How do I choose the right size?
Our product pages include sizing information to help you choose the right fit. Unsure between two sizes? Feel free to contact our customer service team for advice.
Do your products fit true to size?
Our items are designed to fit true to size, but the fit may vary slightly by style and material. Please always check the sizing information on the product page.
What materials are used?
The material composition is listed on the product page, so you know what fabrics an item is made of.
Will sold-out products be restocked?
Some items are restocked when possible. Availability varies by product, and certain styles are offered in limited quantities.
How do I care for my clothing?
Care instructions can be found on the garment label and, where available, on the product page. Following these instructions will help keep your WellClaire clothing in good condition for as long as possible.
Payments
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay, PayPal, Klarna and UnionPay, where available at checkout.
Is my payment secure?
Yes. Payments are processed through Shopify's secure payment infrastructure. WellClaire does not store your full payment card details in its own systems.
More information can be found on our Payment Methods page.
Which currency will I pay in?
All prices are shown and charged in Canadian dollars (CAD). Using an international payment card? Your bank may apply its own exchange rate or additional fees.
Customer service
How can I contact WellClaire?
You can reach our customer service team by email at info@wellclaire.com.
When is customer service available?
Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM (PT, Pacific Time).
We aim to answer messages within 24 hours.
Security and privacy
Is it safe to shop at WellClaire?
We use secure, encrypted technology for checkout and we do not sell your personal information to third parties.
How is my personal information protected?
We use appropriate security measures and rely on Shopify's secure infrastructure.
More information about what data we collect and how we use it can be found in our privacy policy.