Can I return items from my order?

• Items can be returned if:
  • The item is unused and in the same condition that you received it.
  • It must also be in the original packaging (also in the same condition that you received it).
  • All hang tags must be attached as originally purchased.
  • Your purchase was made within the last 30 days or on Size Guarantee (see details here).

Please note some items are not returnable. See Final Sale section below.

If an item is returned and the packaging is unreasonably damaged, it may be refused, or a 10% restocking fee may apply. If the item is returned without the packaging, it will be refused. If the product is returned soiled, it will be shipped back at the customer’s expense. Please note, West End Kids is not responsible for any shipping fees incurred by returning an item not in as-sold condition.

Can I exchange items from my order?

• Exchanges can be made (product availability permitting) if:
  • IN-STORE and PICKUP: the item was purchased within the last 7 days (up to 30 days).
  • SHIPPED: the order arrived within the last 7 days (up to 30 days).
• After 7 days, a gift card will be issued for the items lowest discounted price since the date of purchase (unless item is eligible for the Size Guarantee).

Please note West End Kids does NOT cover return shipping costs.

How do I exchange my item?

See “How do I return items from my order?” below

How do I return items from my order?

By Mail:

• Please contact us within 30 days of picking up or receiving your order for an RA#. An RA# or Return Authorization Number will be required for any return.
• After 30 days, items become final sale, unless purchased on Size Guarantee.
• You can respond to one of your order confirmation emails or e-mail us at info@westendkids.ca. Please include:
  • Your 5-digit order number
  • The name the order was placed under
  • The item(s) you would like to return
  • Reason for return (too big, too small, doesn’t like the color, etc.).

In-Store:

• Bring your items to the front cash and someone will be happy to help. Please have your original order number on hand.

Please note some items are not returnable. See Final Sale section below.

Proof of purchase is required for all returns.

Please do not send your purchase back to the manufacturer.

Is return shipping pre-paid?

West End Kids does not cover return shipping costs. We recommend the cheapest shipping method with tracking or insurance.

West End Kids is not responsible for lost or damaged returns.

Can I cancel my order?

SHIPPED: We try to get most orders place before 2pm EST shipped out the same-day. Please contact us, via email, as soon as possible if you need to cancel your order. Once the order has been picked up by Canada Post, we are unable to cancel.

PICK-UP: Please contact us, via email, within 24 hours to cancel your order. After 24 hours, the standard return policy will apply. Cancellation is not possible once an order has been picked up.

When emailing about a cancellation, please include your 5 digit order number.

Final Sale Items

• Gift cards
• All face coverings such as balaclavas, neck warmers and face masks
• Socks
• Swimwear
• Items without original tags or packaging
• Goods purchased at a discount of 60% or more
• 30 days since purchase unless item is eligible for the Size Guarantee.

What if the item is on sale or promotion?

All items on sale or promotion are eligible for Gift Card or exchange (when applicable) only.

• A gift card of the purchase price (+tax) will be issues if:
• IN-STORE and PICKUP: the item was purchased within the last 7 days.
• SHIPPED: the order arrived within the last 7 days.
• After 7 days, a gift card will be issued for the items lowest discounted price since the date of purchase

How do refunds work for the Size Guarantee?

• Eligible items purchased from December 24 to August 31 will be issued a gift card for the purchase price (+tax) until August 31^st of the purchase year.

e.g. A snow suit purchased December 26, 2022 that is intended to be worn during winter 2023/24, can be returned until August 31, 2023 without penalty.

Size Guarantee items returned after August 31 will be done on a case-by-case basis. Select carry over items will be issued a gift card for the items lowest discounted price since the date of purchase.