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Returns / Refunds / Exchanges


How do I return an item?

Follow the procedure as outlined below:

1. Print the prepaid Return Label attached to your Order Confirmation email. Complete the “from”
    field, then attach the Return Label to the outside of your parcel.


  • - Girl Guides of Canada pays for the shipping costs on returns and exchanges.
  • - The Return Label will show the following address:
        Girl Guides of Canada-Guides du Canada
        PO Box 575
        Brantford, ON N3T 5N9

2. Along with your return item(s), enclose a copy of your Packing Slip or a printout of your Order
    Confirmation email.


  • - State what you are returning, the reason, and your request (refund or exchange for another size).
  • - Provide contact information including your daytime phone number and/or email address, should we need   to contact you (ie. exchange item is of a higher of lower price which will require credit card information be   provided by phone).
  • - If this is an exchange, write the shipping address if different from the original order shipping address

3. Drop your parcel into any Canada Post mailbox

  • - The Return Label is a generic First Class Mailing which does not need to be scanned by Canada Post.
      You will not receive a tracking number.

4. Once your return is received we will process the refund or ship the exchange item(s) as you have
    requested.


  • - Refunds will be credited to the same form of payment used on the original order.
  • - The cost to ship the exchanged item is covered by Girl Guides of Canada.


What if the item I am returning is part of a Group Order?


  • For possible returns on Group Orders, the Order Placer should forward or provide a hard copy of the Order Confirmation email and the prepaid Return Label to all participants of the Group Order.
  • Refunds will be credited to the same form of payment used when the original order was placed.
  • Provide the shipping information if different from the original order’s shipping address.


What items cannot be returned?


  • Earned Badges
  • Challenge Crests
  • Insignia
  • Awards
  • Made to Measure Uniform Shirts
  • Made to Size Rings
  • Flag lettering/Lettered Flags
  • ON SALE items

Returns received for the items listed above will not be processed for refund or exchange, nor will they be returned to the customer.



What price will be refunded when I return an item which is ON SALE at the time of the return?


  • We will refund the return at reduced/SALE price.
  • Item purchased at the ON SALE price cannot be returned and are not refundable.


Can items be returned if damaged, defective or substandard quality?


  • If an item was damaged in transit, a refund or straight exchange or replacement will be processed upon receipt of the item returned - if returned within 45 days from the order date. Please contact us within 3 days of receipt of order.
  • If an item is defective or substandard in its production, a refund or straight exchange or replacement will be processed upon receipt of the item returned - if returned within 45 days from the order date. Please contact us within 3 days of receipt of order.
  • If a garment becomes damaged after the first few washes after carefully following the washing instructions, a refund or straight exchange or replacement will be processed upon receipt of the item returned.


What if I receive an item that is different from the item on my packing slip?


  • If the item received is not the item showing on your Packing Slip, an exchange or replacement will be processed upon receipt of the item returned - if returned within 45 days from the order date. Please contact us within 3 days of receipt of order.


PLEASE NOTE:

  • Shipping and handling charges are not refundable.
  • Items returned after 45 days will not be processed.
  • GGC will determine, upon receipt of your return, that the item is in an unworn/undamaged condition and ready for re-sale. If the item is deemed to not be re-saleable it will be returned to customer and no refund/exchange will be issued.


How do I contact Customer Service if I have questions concerning my return?


  • We want you to be happy with your purchase from the GGC Online Store. If something isn’t right, please let us know!
  • Call Customer service at 1-877-605-9339 or email support@thegirlguidestore.ca and one of our representatives will be glad to answer your inquiries.