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The Simons members:
free shipping on purchases of $50 or more* and free returns

Customer service

Q&A

We've gathered the answers to many of your online shopping questions right here. If you have other questions, feel free to chat live with our specialists. They have the answers to everything!

Are all products available instore also available through www.simons.ca?
No. While the same products are available, our online selection is limited.

Are online and instore prices the same?
Yes. Our www.simons.ca and instore prices are always identical.

I saw something online that I can no longer find. What happened?
It's possible that the item has been removed from the site due to stock levels or a change in season.

Can I purchase online an item that is not or no longer shown on your website?
No. For special requests or specific questions about our products, please call our customer service team at 1-877-666-1840. You may also send an email or chat online with one of our agents.

 

Can I have my purchases wrapped in a Simons gift box?
We will wrap your items in a Simons gift box upon request, at no additional cost. Simply select “This order is a gift” under the “Checkout” section in the checkout process.

Can I purchase a Simons gift card online?
Yes. You can easily purchase a traditional or virtual Simons gift card online. Please visit the "Gift Card" section for more information.

Can you send me more information on fashion and trends?
By signing up for the Simons newsletter, you can be sure to receive all of the fashion information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

 

Do I have to create an account before making an online purchase?
You are not in any way required to create an account before making a purchase online. Simply select the "Buy as a Guest" option to skip this step.

What is the difference between "signing in" and being "a guest"?
Creating an account on the Simons website acts as a shortcut. Your profile and information are safely stored, saving you from having to re-enter your information for future transactions. What's more, when you hold a Simons Web account, your preferences, address book, and order status information are all saved under the "Account" section.
Please note that you can also modify or delete your account at any time by contacting our customer service at our toll-free number 1-877-666-1840.
When you shop "as a guest," you will need to fill out the order form for each transaction and re-select your preferences each time you visit.

Do I have to purchase items added to my shopping bag?
No. You are in no way obliged to purchase items added to your bag during your visit to our website.

How can I remove items from my shopping bag?
It's very easy to remove selected items from your shopping bag. Simply select the "My Bag" tab and follow the instructions.

Can I leave the Simons website if I have unpurchased items in my shopping bag?
You can leave the Simons website at any time you like, even if you have added items to your bag that you did not purchase.

 

Which payment methods are accepted at Simons ?
We accept the following payment methods:

  • Paypal
  • Credit Card (Visa Credit & Debit, Visa Installments, MasterCard Credit & Debit, American Express, Discover and Union Pay)
  • Simons gift card

How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, you must return the merchandise as soon as you receive it or call our customer service team at 1-877-666-1840. You may also send an email or chat online with one of our agents.

How do I make a purchase using Installments enabled by Visa on my eligible card?
You can shop on our website or in-store and initiate checkout as usual. At checkout, simply enter your card information. If your card is eligible for Installments enabled by Visa, and if your purchase is a qualifying purchase, you'll see the available installment plans at checkout. Simply choose a plan, review the installment plan terms set by your issuing bank and once you accept them, you can complete your order. It's that easy. Your card issuing bank will bill you in fixed equal installment payments over a defined period of time per the terms of the plan you selected and your cardholder agreement.
If your card or purchase is not eligible for an installment plan, no installment plan will be displayed at checkout. Note, if you select an installment plan through Installments enabled by Visa, your entire purchase (including shipping and taxes) will be split into fixed equal installment payments over a defined period of time by your issuing bank, and if you paid using a credit card, your available credit will decrease by the total purchase amount at the time of purchase. Please contact your card issuing bank or review your cardholder agreement for more information.

How do I talk to someone for questions regarding my installment plan?
For questions regarding your installment plan, please contact your card-issuing bank.

 

What are the shipping rates?
Shipping is free for a limited time. A shipping surcharge may apply to certain items based on their size, weight, and destination. These fees are independent of the free shipping offer. Standard fees and surcharges will be added to the total of the bill before taxes. They are non-refundable and are excluded from all promotions.

What are the shipping rates?
Shipping is free on orders of Can$100 or more before taxes. On orders of less than Can$100, a flat fee of Can$10 will be charged. A shipping surcharge may apply to certain items based on their size, weight, and destination. These fees are independent of the free shipping offer. Standard fees and surcharges will be added to the total of the bill before taxes. They are non-refundable and are excluded from all promotions.

What are the shipping rates?
Shipping is free on orders of Can$75 or more before taxes. On orders of less than Can$75, a flat fee of Can$10 will be charged. A shipping surcharge may apply to certain items based on their size, weight, and destination. These fees are independent of the free shipping offer. Standard fees and surcharges will be added to the total of the bill before taxes. They are non-refundable and are excluded from all promotions.

What are the shipping rates?
Shipping is free on orders of Can$50 or more before taxes. On orders of less than Can$50, a flat fee of Can$10 will be charged. A shipping surcharge may apply to certain items based on their size, weight, and destination. These fees are independent of the free shipping offer. Standard fees and surcharges will be added to the total of the bill before taxes. They are non-refundable and are excluded from all promotions.

What are the shipping rates?
No shipping fee will be charged for a limited time. A shipping surcharge may apply to certain items based on their size, weight, and destination. These fees are independent of the free shipping offer.

When will my order be delivered?
Regular shipping and shipping to store takes 4 to 7 business days in Canada. The shipping of certain online-only items could take longer.
If no delivery date is selected, the virtual gift card will be sent by email within 48 hours of purchase.

Do you ship outside Canada?
Our simons.ca site only ships to Canada. We offer shipping to the United States from our simons.com site.

I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping. You should expect to receive your order in 4 to 7 business days in Canada.

Can I have my order shipped to an another address than my home address?
Yes. You may have your orders shipped to any valid Canadian address you choose. First, enter the shipping address in the "Shipping and Payment" section and then later on in the checkout process you can indicate your billing address.

Can I have items in the same order shipped to more than one address?
No. For the time being, items in the same order cannot be delivered to more than one address.

Can I be refunded for shipping fees?
No, shipping fees are non-refundable. The same is true for shipping surcharges applied to certain items based on their size, weight, and destination.

Can I track my package? How?
As soon as your order ships, you will receive an email containing a direct link to Canada Post's website, which will allow you to track your package.

Can I make a purchase online and have it shipped to a Simons store?
Yes, you simply have to select the store of your choice in the checkout process. A photo ID will be required when you come to collect your order.
Please note that online-only items cannot be shipped to store. 
The Simons members get 2x the points on their online orders that are shipped to store, with the exception of direct orders and online-only items. Only for a limited time.

 

How do I return items online?
Sign into your account and then visit the “My Online Orders” section to see your order history. Click “See Details” and then “Return Items” in order to initiate a return for the products that you do not wish to keep.
You can also start a return request without signing in by clicking the “Returns” tab at the bottom of our website or on the navigation bar of your mobile phone. Next, enter your order number and the postal code of the billing address to initiate your return.

You do not need a printer to return an item. You will receive a QR code that you can present at a Canada Post counter, so that they can take care of sending your goods.

How do I exchange items online?
You must first make a return to be refunded for the merchandise. You can then place a new order for the item that you would like.
Don't hesitate to contact our customer service team by telephone at 1-877-666-1840, by email at sac.web@simons.ca, or by chat.

Can I be refunded in store for a purchase I made online?
You can always exchange or return merchandise purchased online at any of our stores, with the exception of online-only items, which must be returned online.

How do I get an in-store refund for an item I purchased online?
When you go to the store, be sure to have the item you wish to return and the original receipt (email confirmation or packing slip) in hand. This will make the transaction easier. Since the amount is reimbursed using the same payment method as the initial transaction, please bring the credit card or debit card used in the original purchase with you.

Can I get a refund online for an item I purchased in store?
No. Items you purchase in store can only be refunded in store.

How do I locate a Simons store so that I can get an in-store refund?
Consult the "Stores" section of our website to find the Simons store nearest you.

If I want to make a return online, will I have to pay shipping?
Members of our loyalty program, The Simons, enjoy free online returns. For non-members, fees of $9.99 plus tax are applied to each return request. These fees are subtracted from the amounts reimbursed.

How long do I have to request an exchange or a return for items purchased online?
For regularly priced items, you have a period of 30 days following the date of receipt and for sale items, you have a period of 10 days. The Simons members enjoy an extension for the return of regularly priced items according to their tier.

Can all items be returned?
Return requests totalling less than $10 will not be accepted online. It is however possible to return them in store, providing they are not online-only items.
Certain specified items are not eligible for returns in store or online because of their weight, size, or the nature of their content.

Is there a special procedure for returning online-only items?
The procedure for making an online return request is the same for all items.
In certain cases, online-only items are sent directly to their supplier, instead of our warehouse, to streamline their transportation. If your return request concerns several items, including online-only items, you may have more than one package to ship. Please make sure the correct return code is matched with the corresponding package, so that the merchandise will arrive at its proper destination and that your reimbursement will be processed efficiently.

Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.

How do I return an item purchased with Installments enabled by Visa?
Returns for purchases made with Installments enabled by Visa follow our standard return process. Please contact your card-issuing bank for details on how a refund credit will apply to your account for purchases made with Installments enabled by Visa.

What do I do if a product arrives damaged?
You may fill out a return request for damaged items. Initiate the standard return procedure via the “Returns” page, or from your account, next, select “Damaged Items”

 

Can I use a promo code in store like I can online?
Promotional codes can only be applied to purchases made online.

Can I apply a promo code to more than one order?
It depends. Certain codes are generated to be used one time on a single order. Other codes can be used more than once.

Can I use multiple promo codes on the same order?
No, multiple promotional codes cannot be used the same order and offers cannot be cumulated with other offers.

Do promo codes have an expiry date?
Yes, promotional codes are only valid during a specific period of time. Certain codes have a fixed expiry date, while others are valid for a number of days after you've received the offer.

Can I apply a code to a purchase I've already made?
No, promotional codes can only be applied to your next online order.

How is the promo code applied to my bill?
For codes offering a discount, the reduction is prorated and applied to each item according to its price. For codes that offer free shipping, the cost of standard shipping is not added to your total.

Can I apply a promo code to the purchase of gift cards?
No, it is not possible to apply a promotional code to the purchase of gift cards. If your code offers you a discount on purchases of a minimum amount, your purchase must have reached this amount before taxes and excluding the amount for the gift cards.

 

Are my purchases on www.simons.ca secure?
Yes, absolutely. The www.simons.ca website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. Even if you pay by credit card, you must provide your credit card number for each purchase. As an additional security measure, no confidential data is stored on our server.

I received a text message that asked me to provide my banking information. Should I trust it?
Under no circumstances will we ask you for banking information by text message or email. If you receive this type of request, it is a phishing attempt to obtain your personal information. Do not click on any links and delete the message.

I was asked to enter my credit card number on my telephone device when I made a purchase over the phone with an online customer service agent. Is this normal and safe?
Yes, absolutely. Our new system allows you to directly enter your credit card information on your phone's keypad. Thus, it is no longer necessary to vocally share your credit card number with our agents.

I do not have a mobile phone, but I wish to purchase my items with an agent over the phone. Can I still do so?
Of course, any type of phone can be used.

I am worried that entering my credit card information on my phone's keypad will disclose confidential information. Should I be worried?
Absolutely not. Your information is directly and securely forwarded to our payment service provider. The payment option that we use masks the dual tone multi-frequency digits, which are never overheard by our customer service agents nor collected on a call recording system. Moreover, your payment information is never shared nor transmitted by our computer systems.

 

Where can I find online-only items?
These products are integrated into the categories on our website.
They are easily identifiable by the “Online only” label written below the brand.
All Fabrique 1840 products are online only.

Are these items subject to shipping fees?
The same shipping policy that applies to items sold by Simons applies to online-only items. (There are exceptions, for oversized or heavy items, for example.) 

Can these items be shipped to store?
Online-only items can only be purchased online for home delivery. Therefore, it is not possible to pick them up in store.

Can an order containing an online-only item be gift wrapped?
As these particular items come in various sizes and are shipped directly from the supplier, they cannot be wrapped in a Simons gift box.

Do you earn loyalty points on the purchase of an online-only item?
Yes. You can earn points on all purchases made using your The Simons account.

Can your rewards card be applied to the purchase of an online-only item?
Yes. You can use your rewards card on any online purchase.

Can I return an online-exclusive item?
Online-exclusive items can only be returned online. Consult the “Return and Reimbursement” section of the FAQ for more information.

Contact us
If you have any questions or comments you'd like to share, please don't hesitate to contact us.

Online chat

Toll-free number 1-877-666-1840

 

At Simons, we're proud to be able to count on carefully selected external partners to offer our customers a selection of exceptional products and enhance their shopping experience. We're also always open to discovering new talent. If you also care about your customers' satisfaction and the quality of your products, we'd like to build a lasting and mutually beneficial partnership with you!

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