Frequently Asked Questions: Hors la loi

Can I return an item purchased online at horslaloi.com?

Yes, returns are free and must be made within 30 days of the online purchase date.

Items purchased on horslaloi.com can only be returned by mail. They cannot be returned or exchanged at physical retail locations that carry the brand. Please follow the detailed instructions below to ensure your return is processed correctly.

How do I make a return by mail?

Hors La Loi offers free returns by mail across Canada for all online orders. To return an item, simply follow these steps online:

Visit our returns portal.
Enter your order number and postal code to access your return options.
Follow the instructions to select the items you wish to return and print your prepaid return label or QR code.
Carefully package your items. You can either stick the label on your parcel or show the QR code at a Canada Post counter.
Drop off your package at a Canada Post location.

For any questions, contact us at service@horslaloi.com.

Do you provide a return label for online orders?

Yes, a prepaid return label or QR code is provided free of charge for all online orders.

To generate your return label:

Visit our returns portal.
Enter your order number and postal code.
Follow the steps to download and print your return label or to use your QR code at the post office.

If you choose to use a different shipping method, additional fees may apply. In this case, make sure to send your package to the following address:

3DM / Hors La Loi 9320 St-Laurent Street, Suite 204 Montreal, QC, H2N 1N7

For any questions, contact us at service@horslaloi.com.

How long does it take to process a refund?

Refunds are processed within 14 days of receiving the returned items. They are always applied to the original payment method used for the purchase.

Will I receive a confirmation once my return has been processed?

Yes, once we have processed your return, you will receive an email confirming the details of your refund.

How long will it take for my refund to appear on my credit card statement?

Once the refund has been processed, it may take 24 to 72 hours for the amount to appear on your credit card statement, depending on your financial institution.

Are shipping fees refundable?

Shipping fees and any taxes applied to those fees are non-refundable.

Exchanges are not available for online purchases. However, you can return the item that doesn't fit and place a new order.

Purchases made on horslaloi.com must be returned by mail, following the indicated procedure. They cannot be returned or exchanged at physical retail locations that carry the brand.

Please note: If you used a promotional code for your purchase, you can still return the items for a refund. However, if the code was single-use, it cannot be applied to a new order. If the code is still valid and not limited to one-time use, you’ll be able to use it again. Since we don’t offer exchanges, you’ll need to place a new order if you want a different item.

What should I do if my item is damaged?

If your item is damaged or defective upon receipt, please contact our customer service team by email at service@horslaloi.com.

Can I return or exchange items marked as "Final Sale"?

Items marked as "Final Sale" are not eligible for refunds or exchanges.

Can I return a discounted or clearance item purchased online?

Unlike regular-priced items, discounted or clearance items with a total discount of 50% or more off the regular price cannot be refunded or exchanged by mail.

Which products cannot be exchanged or refunded?

For hygiene reasons, no exchanges or refunds are offered for the following items:

• Men's or women's underwear (panties, bras, boxers, and briefs)
• Men's or women's socks

How do I place an order?

From our online store, you can view product details before adding items to your cart.

When you're ready to add an item to your cart, simply click the "Add to Cart" button, and it will automatically be added to your shopping cart.

You can view and modify your cart's contents at any time until you click "Checkout" to finalize billing, shipping, and payment.

Important: Once the order has been submitted by clicking "Place Order," it cannot be modified or cancelled.

Do you offer in-store pickup for online orders?

This option is not currently available, as Hors La Loi does not have physical retail stores for in-store pickup.

Purchases made on horslaloi.com cannot be picked up or returned to physical retail locations that carry the brand.

Can I modify or cancel an order that has already been placed?

Once payment has been completed, it is unfortunately not possible to cancel or modify your order.

You will need to wait until you receive the items and then return them by mail to receive a refund.

Purchases made on horslaloi.com must be returned by mail, following the indicated procedure. They cannot be returned or exchanged at physical retail locations that carry the brand.

Please refer to our Returns section for more information on how to return items purchased online.

Will I receive a confirmation of my order?

Yes, a confirmation email will be sent to you within 24 hours of your purchase. It will include a summary of your order, your billing and shipping information, and your order number.

How can I track my order?

Once your order has been shipped, you will receive a confirmation email with a link and tracking number to follow your package via Canada Post or Canpar.

During periods of high demand, some items may go out of stock. If an item you ordered is no longer available, you will be notified by email, and a refund will be issued automatically for that item.

What should I do if the Canada Post or Canpar tracking shows my package as delivered, but I haven't received it?

If your Canada Post tracking shows that your parcel has been delivered but you haven’t received it yet, please note that delivery may still take a few more days. We recommend waiting up to 3 business days before contacting us.

Check with your neighbours to see if the package was mistakenly delivered to them.

Also, check if the package was left in your mailbox or if a delivery notice was left at your door, indicating that you can pick up the package at a Canada Post location.

If, after these checks, your package is still missing, please email us at service@horslaloi.com so we can open a support ticket for you.

Hors La Loi accepts returns of new items, with tags and a receipt, within 30 days (some exceptions apply*). Refunds will be processed to the original payment method.

*For hygiene reasons, no exchanges or refunds are offered for the following items:

• Men's or women's underwear (panties, bras, boxers, and briefs
• Men's or women's socks

Purchases made on theblackmountain.com must be returned by mail, following the indicated procedure. They cannot be returned or exchanged at physical retail locations that carry the brand.

Are transactions made on the website secure?

Yes, absolutely. Hors La Loi takes the protection of your privacy and the confidentiality of your personal information very seriously. All information and transactions are encrypted and secured according to the highest industry standards.

Is my credit card information protected?

Yes, because credit card data is not stored on our servers. You will need to enter your card number for each purchase, unless you choose to save one or more cards in your personal account. In this case, your information is protected by a strict security protocol. For more details, please refer to the Account Security section.

Is shipping free?

Standard shipping is free for all orders of $75 or more before taxes. This offer applies exclusively to online purchases shipped within Canada and may be modified during promotional periods. For orders under $75 before taxes, a flat shipping fee of $8.95 will be added to your final bill. Express shipping is also available for $14.95.

All applicable fees are clearly indicated at checkout.Shipping and handling fees are subject to change.

Taxes also apply to shipping fees.

What are the delivery times?

Standard shipping is generally delivered within 2 to 4 business days (Monday to Friday, excluding holidays).Express shipping is typically delivered within 1 to 2 business days.

However, please allow up to 15 business days for deliveries to remote locations.

Important: Our teams work hard to prepare and ship your orders as quickly as possible. However, additional delays may occur during peak periods. Thank you for your patience and understanding.

Can I have items from the same order shipped to multiple addresses?

It is only possible to enter one shipping address per order. If you want to send items to multiple addresses, you will need to place a separate order for each address.

Do you ship outside of Canada?

At this time, we cannot ship orders internationally or accept shipments from outside Canada.

Which carrier is used for shipping orders?

Orders are shipped via Canada Post and Canpar and are available exclusively throughout Canada.

Are shipping fees refundable?

Shipping fees and the taxes applied to them are not refundable.

What should I do if the Canada Post tracking shows my package as delivered, but I haven't received it?

If your Canada Post tracking shows that your parcel has been delivered but you haven’t received it yet, please note that delivery may still take a few more days. We recommend waiting up to 3 business days before contacting us.

Check if a neighbour may have received your package by mistake.

Also, check if the package was left in your mailbox or if a delivery notice was left at your door, indicating that you can pick up the package at a Canada Post location.

If, after these checks, your package is still missing, please email us at service@horslaloi.com so we can open a support ticket for you.

How can I calculate the total cost of my online transaction?

Before finalizing your purchase, an automatic calculator will display the total amount, including the price of the items, taxes, shipping fees (if applicable), and any discounts applied with a promo code.

How are sales taxes calculated?

Hors La Loi collects the applicable sales tax on all items ordered through its website. The rate applied depends on the shipping address.

The GST of 5% applies to all provinces, except in those where HST is in effect: 15% in Nova Scotia, and 13% in Ontario, New Brunswick, and Newfoundland and Labrador. In Quebec, a provincial sales tax (QST) of 9.975% also applies.

If you return an item, the taxes paid on that item will be refunded to you. However, the taxes associated with shipping and handling fees are non-refundable once the order has been shipped.

Are individuals with Indigenous status eligible for tax exemption?

In compliance with federal and provincial laws, anyone recognized as Indigenous under the Indian Act is eligible for a sales tax exemption on online purchases, provided the following conditions are met:

• You meet the government criteria for tax exemption;

• The order is shipped to a reserve;

• A signed copy (front and back) of your Certificate of Indian Status is sent by email to service@horslaloi.com.

If any of these conditions are not met, the applicable taxes will be charged.

What payment methods are accepted?

Horslaloi.com accepts Visa and Mastercard credit cards for online payments.

At this time, debit cards, prepaid credit cards, and Hors la loi gift cards are not accepted for online purchases.

I have a promo code. How do I use it?

In your cart, before you complete your order, enter the code in the "Add a promo code (optional)" field, then click "Apply."

The discount will then be displayed in the order summary.

My promo code isn't working. What should I do?

Make sure it hasn't expired by checking the date provided with the code.You can also email us at service@horslaloi.com to check its validity.

Can I pay for an online purchase with a gift card?

At this time, only credit card payments are accepted on horslaloi.com.

Can I buy a gift card online?

This feature will be available soon! Keep an eye on horslaloi.com for updates.

How do I create an account?

Simply click the Log In icon at the top right of the screen and follow the steps. It’s quick and easy!

What are the benefits of creating an account?

Creating an account is simple and convenient! You’ll be able to:

• Track your orders
• Manage your shipping addresses
• Save your payment methods. Your profile, contact details, and order history will be saved, making future purchases faster and more convenient.

CREATE YOUR ACCOUNT NOW

Can I create an account for someone else or ask someone to create an account for me?

For security reasons, we recommend creating your own account. The information it contains is protected but sharing it with another person could pose a risk.

Do I need an account to place an order?

No, you don’t need an account to place an order. That said, creating one allows you to save your information, track your orders, and easily access your purchase history.

Can I update the information in my account?

Yes, you can update your account at any time. Log in, then click "Edit" in the section you want to update.

I’ve moved. Do I need to update my address before placing an order?

You can enter a new shipping address at checkout. However, it’s best to update your address directly in your account, so your future orders are sent to the right place.

Note: Once your order is confirmed, it can no longer be modified. Be sure to keep your information up to date before finalizing your purchase.

Is online shopping secure?

Yes, very secure. All your account and transaction information is encrypted and protected using the highest industry standards. For added privacy, no sensitive data is stored on our server.

Is it safe to save my credit card number in my Hors la loi account for future purchases?

Yes. Your payment information is securely stored by Shopify, the payment processing platform we use for transactions on horslaloi.com.

What should I do if I forgot my password?

When logging into your account, click the [Forgot your password?] option next to the "Password" field.

Follow the instructions to securely create a new password.

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