At Falling West, each product is made to order specifically for you. Because our products are produced after an order is placed, we generally do not accept returns or exchanges for incorrect size selections, colour choices, or changes of mind.
Please review the product description and sizing information carefully before placing your order.
This policy does not limit any rights or remedies you may have under applicable Canadian federal, provincial, or territorial consumer-protection law.
Damaged, Defective, Misprinted, or Incorrect Items
If your item arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 30 days of delivery.
When contacting us, please include:
- Your name
- Order number
- A description of the issue
- Clear photos showing the problem
Once the issue has been reviewed, the appropriate resolution may include a replacement or refund.
Wrong Size or Colour Ordered
Because every item is made to order, we generally cannot offer a refund, return, or exchange when the wrong size or colour was selected at checkout, except where required by applicable law.
Please check the sizing information and available colours on the product page before completing your purchase.
Order Changes and Cancellations
Orders can enter production shortly after they are placed. If you need to change or cancel an order, contact us as soon as possible. We cannot guarantee that changes or cancellations can be made once production has started.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address during checkout. If you notice an error, contact us immediately. Once an order has entered production or shipped, we may not be able to change the delivery address.
Additional costs associated with reshipping an order because of an incorrect or incomplete address may be the customer’s responsibility where permitted by law.
Lost or Missing Packages
If your tracking information shows a delivery problem or your package has not arrived within the expected delivery timeframe, please contact us so we can help investigate.
Refunds
When a refund is approved, it will generally be issued to the original payment method. Processing times after a refund is issued can vary depending on your bank or payment provider.
How to Contact Us
For any problem with your order, please use our Contact Us page or email support@fallingwest.com.
Please include your order number whenever possible so we can assist you faster.
Questions Before Ordering?
If you’re unsure about sizing, colours, or a product before ordering, contact us first. We’re happy to help before your item goes into production.