FAQ
Find answers to common questions about shipping, returns, orders, and more.
Shipping to Canada: free over $250 CAD · 1–3 days via FedEx Express · no duties
Shipping & Delivery
Do you offer free shipping?
How long does shipping take?
When will my order ship?
Orders are processed within 1–2 business days of being placed, a little longer during peak periods. You'll receive a shipping confirmation with tracking as soon as it leaves Vancouver.
How can I track my order?
Once your order has shipped, you’ll receive a shipping confirmation email with a tracking link.
You can also log into your account to view your order status and access tracking information at any time:
Sign into your account
Where can I find more shipping information?
You can view full shipping details, including rates, delivery information, and market-specific terms, on our Shipping Information page.
Will I have to sign for delivery?
Some shipments may require a signature upon delivery depending on the carrier.
What if my package is lost or delayed?
If your package is significantly delayed or appears lost, please contact us and we will help investigate.
Returns & Exchanges
How do I start a return?
Start your return through our returns portal:
What is your return policy?
Do I pay for return shipping?
What condition must items be in?
Items must be new, unworn, unwashed, and returned with original packaging and tags.
Are sale items eligible for return?
Sale items, gift cards, hats, socks, balaclavas, intimates and publications are final sale and cannot be returned or exchanged.
How long does it take to receive my refund?
Once your return is received and inspected, refunds are typically processed within a few business days. Your payment provider may take additional time to post the refund.
What if I receive a damaged or incorrect item?
Please contact us within 7 days of delivery with your order number and photos of the issue. We’ll resolve this as quickly as possible.
Where can I find your full return policy?
You can view our full Returns & Exchanges policy for complete details on return eligibility, timelines, and shipping terms.
Duties & Taxes
Will I have to pay duties or taxes?
Orders & Payments
What payment methods do you accept?
We accept Visa, Mastercard and American Express, plus Shop Pay, Apple Pay, Google Pay and PayPal. Some options, such as paying in instalments or local payment methods, depend on your country. You'll see everything available to you at checkout.
When will I be charged?
You will be charged at the time of purchase.
Can I cancel or modify my order?
If your order has not yet shipped, we may be able to assist. Please contact us as soon as possible.
Can I update my shipping address?
If your order has not yet shipped, we may be able to update your shipping details. Please contact us as soon as possible.
Products & Sizing
How does your apparel and footwear fit?
Fit varies by label — some cut relaxed, some slim. Each brand page explains the house fit, and the size guide on every product page lists the actual garment measurements so you can compare with something you already own.
Do you offer size guidance?
Every product page has a size guide with garment measurements in cm and inches, and footwear pages show the brand's own size conversion. Brand pages describe how each label fits. If you're between sizes, email us your measurements and we'll recommend one.
Where are the items you sell made?
We work with brands from around the world, with many being made in Japan, South Korea, North America and South East Asia.
General
Where is your store located?
We are based in Vancouver, Canada.
Wallace Mercantile Shop
4219 Main Street
Vancouver, BC, Canada V5V 3P8
What are your store hours?
Our store hours are:
- Sunday - Thursday: 12-6 PM
- Friday - Saturday: 11 AM - 6 PM
Hours may vary on holidays.