About Quilovat
Quilovat started in a small studio in Amsterdam. Every piece is chosen with one honest question in mind: would we actually want to wear this ourselves?
Frequently asked questions
Answers to the questions we are asked most often.
Do you ship across Canada?
Yes. We ship within Canada only, from our warehouse in Richmond, British Columbia, to homes and businesses in every province and territory. It is worth double-checking your delivery details at checkout, as that helps us avoid any hold-ups. We do not ship to PO Box addresses. The full conditions are in our Shipping Policy.
How long does delivery take?
We process orders within 2 to 3 business days, and delivery takes a further 4 to 9 business days on top of that, so roughly 6 to 12 business days in total. Orders placed before 6:00 PM (18:00) Eastern Time on a business day start processing the same day; orders placed after that cut off time, at a weekend or on a public holiday are processed from the next business day. These are estimates, and the exact timing can shift depending on your province and which carrier handles your parcel. Deliveries to rural and northern communities can take longer. Full details are in our Shipping Policy.
What does delivery cost, and are taxes included?
Delivery is free on every order. There is no minimum spend and there are no hidden charges. All prices are shown and charged in Canadian dollars (CAD) and include GST, HST, PST or QST where it applies in your province, so the amount you see at checkout is the total you pay. We ship from within Canada, so there is nothing further to pay on delivery. See our Shipping Policy for the details, and our Payment Policy for how and when we take payment.
Can I return an item if I change my mind?
Yes. Request a return within 30 days of delivery, provided the piece comes back unworn, in its original condition, with the tags still attached and in its original packaging. Trying something on the way you would in a fitting room is fine. You will find the full conditions in our Return and Refund Policy. Nothing there limits the rights you already have under the consumer protection legislation of your province or territory.
Who pays for return shipping?
If you change your mind, you pay the return shipping. We cover it when an item is faulty, damaged in transit, not as described, or when we have sent you the wrong item. Our Return and Refund Policy sets out how each case is handled.
How long do refunds take?
Once your return reaches us and is approved, we process your refund to the original payment method within 10 business days. Your bank or payment provider may need a little longer before the money appears on your statement. The conditions are set out in our Return and Refund Policy.
What should I do if my order arrives damaged?
Email us at info@quilovat.com as soon as possible after delivery with your order number and clear photos of the damage. We will look into it and offer a fair solution. You never pay return shipping on a faulty, damaged or incorrect item, as explained in our Return and Refund Policy.
Which payment methods do you accept?
We accept American Express, Visa, Mastercard, Maestro and UnionPay, and you can also pay with Shop Pay, Apple Pay or Google Pay. You will see the methods available to you at checkout, and every order is charged in Canadian dollars (CAD). Our Payment Policy explains how payments are handled.
Is my payment information secure?
Yes. Every payment runs through trusted third-party providers over encrypted connections, and Quilovat never keeps your full card details on its own servers. You can read more in our Payment Policy, and our Privacy Policy explains what we do with your personal information.
Where is my order right now?
Your tracking link is in the dispatch email we send when your parcel leaves us, and tracking can take up to 24 hours to become active. You can also look up your parcel at any time on our Track your order page, using your order number or your tracking number.
How can I contact customer service?
Email info@quilovat.com, call +1 (647) 366-3193, or use our contact page.
Support is available Monday to Friday, 09:00 to 17:00 (Eastern Time, ET). We are closed at weekends and on public holidays, and we aim to respond within 24 hours on business days. Our full FAQ page covers delivery, returns and payment in more detail.
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