Orders & Payments
Do I need an account to place an order?
No, you can place an order as a guest. Creating an account is optional and allows you to view order history and manage your details more easily.
When is my order processed?
Orders are processed within 1–3 business days, Monday through Friday, excluding public holidays. Once an order enters processing, it can no longer be modified or cancelled.
What payment methods do you accept?
Available payment methods are shown at checkout and may vary by region. Orders are processed only after successful payment.
Shipping & Delivery
Do you ship to Canada?
Yes. Canada is our primary market.
How long does delivery take within Canada?
Estimated delivery time is 5–10 business days after processing. Delivery times are estimates and may be affected by customs clearance, peak periods, or carrier delays.
Where are orders shipped from?
Orders are fulfilled internationally through our logistics partners. As a result, shipments may originate outside Canada.
Will my order have tracking?
Yes. All orders include tracking. You will receive your tracking details by email once your order has been dispatched.
Why did I receive multiple packages?
If your order contains multiple items, they may be shipped separately and arrive on different days. Each shipment will have its own tracking number where applicable.
Can I change my shipping address after placing an order?
Address corrections must be requested within 24 hours of placing your order. Once processing begins, changes are no longer possible.
Do you ship to PO Boxes?
No. We do not ship to PO Boxes or restricted destinations.
Customs, Duties & Taxes
Will I have to pay customs duties or taxes?
Any applicable import duties, taxes, or customs charges are determined by local authorities and are the responsibility of the recipient, unless explicitly stated otherwise at checkout.
Returns & Exchanges
What is your return policy?
Returns may be requested within 14 days of delivery, provided that:
- the item is unused, unwashed, and undamaged
- all original tags and packaging are intact
- the item shows no signs of wear beyond trying on
Orders placed with the intention of returning multiple sizes or variations are not eligible for return.
How do I request a return?
Please contact hello@houseofleighton.com within 14 days of delivery. Once approved, you will receive return instructions, including the designated return address.
Where do returns need to be sent?
Approved returns must be sent to our designated return address in China.
Who pays for return shipping?
All return shipping costs are the responsibility of the customer, including international shipping and any customs-related charges.
Do you offer exchanges?
We do not offer direct exchanges. If your return is approved, a refund will be issued and you may place a new order.
Which items are non-returnable?
The following items cannot be returned:
- Sale or clearance items
- Personalized products
- Hygiene-sensitive items (where applicable)
Refunds
When will I receive my refund?
Refunds are processed after returned items are received and inspected. Once approved, refunds are issued to the original payment method within up to 14 days.
Are shipping costs refunded?
Original shipping costs are non-refundable, unless required by applicable law.
Lost, Damaged, or Missing Packages
What if my package is marked as delivered but I didn’t receive it?
If a package is marked as delivered, it is considered successfully delivered to the address provided. In such cases, the customer must initiate a claim directly with the carrier. We will provide supporting documentation where reasonably required.
What if my order arrives damaged or defective?
Manufacturing defects must be reported within 7 days of delivery, including clear photos and order details. Please contact us at hello@houseofleighton.com
Privacy & Data Protection
How do you use my personal information?
We use your information to process orders, provide customer support, improve our services, and comply with legal obligations. We do not sell or trade personal data.
Do you use cookies?
Yes. Cookies are used to enhance site functionality, analyze performance, and improve your experience. You can manage cookies through your browser settings.
Is my information stored securely?
We take reasonable administrative, technical, and organizational measures to safeguard personal information.
Warranty & Legal
Do your products come with a warranty?
We comply with all applicable Canadian consumer protection laws. No additional commercial warranties are offered unless explicitly stated.
Which laws apply to my purchase?
Your purchase is governed by applicable consumer protection laws based on your place of residence, where required.
Contact
How can I contact you?
For any questions regarding orders, shipping, returns, or privacy, please contact:
House of Leighton
📧 hello@houseofleighton.com