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Frequently Asked Questions
HOW CAN I SHOP SAFELY AND EASILY IN YOUR STORE?
We’ve tailored our shopping experiences so you can shop confidently your way with Holts, whether that’s in-store or from the comfort of your home. We have also put additional measures in place to provide you with a safe shopping environment in all of our stores.
LEARN MORE
CAN YOU SHIP TO COUNTRIES OUTSIDE OF CANADA THROUGH A FREIGHT FORWARDING ADDRESS?
At this time, we are only able to ship to addresses within Canada, and we cannot accept freight forwarding addresses.
WHAT CURRENCY ARE ITEMS DISPLAYED IN?
All items on the Holt Renfrew website are displayed in Canadian currency only.
CAN I USE MY HOLT RENFREW GIFT CARD OR EGIFT CARD TOWARD MY ONLINE ORDER?
Yes, you may redeem Holt Renfrew gift cards and eGift cards at holtrenfrew.com or at any Holt Renfrew or Holt Renfrew Ogilvy store. Gift cards must include a PIN number to be used on holtrenfrew.com.
DOES MY HOLT RENFREW GIFT CARD AND PROMOTIONAL GIFT CARD EXPIRE?
Purchased Holt Renfrew gift cards and eGift cards do not expire. Promotional cards issued by Holt Renfrew often have expiration dates. Please check the terms and conditions of the specific promotion.
HOW CAN I CHECK THE BALANCE OF MY HOLT RENFREW GIFT CARD, EGIFT CARD OR PROMOTIONAL GIFT CARD?
To check your balance, please contact any Holt Renfrew or Ogilvy store by telephone or in person, and a member of our team would be happy to provide you with your balance.
HOW DO I PURCHASE AN ITEM I SAW ON YOUR SITE, WHICH IS NOT AVAILABLE FOR SALE ONLINE?
You may contact any Holt Renfrew store and an associate will be pleased to assist you with your inquiry.
WHEN I ADD AN ITEM TO MY SHOPPING BAG, IS THE ITEM RESERVED FOR ME UNTIL I DECIDE TO PLACE MY ORDER?
Items added to your shopping bag are not reserved until you place your order. To avoid being disappointed, we encourage you to place your order once you are certain of your intent to purchase it. Please note fulfillment of items within your order is not guaranteed until you receive a shipping confirmation email.
CAN I MODIFY MY ONLINE ORDER?
We begin to process orders immediately, so we may be unable to make any changes. For further assistance, please contact
Customer Care
.
WILL ALL ITEMS IN MY ORDER ARRIVE IN THE SAME SHIPMENT?
Orders place on holtrenfrew.com may ship from our distribution centre or a Holt Renfrew store. You may receive your items in multiple shipments. You will not be charged multiple shipping fees, if shipping fees are applicable to your order.
WHICH STORES OFFER HOLTRENFREW.COM PICK UP?
holtrenfrew.com Pick Up is currently available at all Holt Renfrew locations.
WHERE IN THE STORE DO I PICK UP MY ORDER?
To pick up your holtrenfrew.com order, visit the pick up counter noted in your email notification.
CAN I TRY ON MY HOLTRENFREW.COM ORDER UPON PICK UP?
You are welcome to try on your items when you arrive at the store.
CAN I RETURN MY HOLTRENFREW.COM PICK UP ORDER AFTER PICK UP?
All holtrenfrew.com Pick Up orders can be returned at any of our Holt Renfrew locations, in accordance with our
Return Policy
. Your order number and pick up confirmation will be required to process the return. Refunds will be made onto the original method of payment.
CAN I SEND SOMEONE ELSE TO PICK UP MY ORDER?
If you or your designated pick up person cannot collect your holtrenfrew.com order, please contact our
Customer Care
team.
WHEN WILL MY PICK UP ORDER BE READY?
Orders placed before 12 PM local time of the pick up location will be ready the same day. Orders placed after 12 PM, or days when the store is closed, will be ready for pick up by the next business day. You will receive an email notification once your order is ready.
HOW LONG DO I HAVE TO PICK UP MY ORDER?
holtrenfrew.com orders will be kept for 7 days from the date the order is ready for pick up. Orders not picked up within 7 days will be returned and refunded to the original method of payment.
HOW DO I KNOW WHERE TO RETURN MY ITEMS IF THEY WERE SHIPPED SEPARATELY?
All Holt Renfrew online orders can be returned in person to your preferred Holt Renfrew store, including Ogilvy. You may also return your item(s) through mail using the prepaid return label provided in your order. If you require a replacement label, please contact
Customer Care
.
I HAVE NOT YET RECEIVED MY PACKAGE, WHAT DO I DO?
You may view your tracking details to determine if your package is still in transit. If the item appears in transit past its expected delivery date, please contact Customer Care. If your package shows as delivered, it may have been left in your community mailbox, signed for and received by another member of your residence, or your reception/concierge desk. If this is not the case, please contact
Customer Care
.
DOES HOLT RENFREW OFFER PRICE ADJUSTMENTS ON PREVIOUSLY-PURCHASED MERCHANDISE OR PRICE MATCHING?
Holt Renfrew does not offer price adjustments on previously purchased merchandise or price matching with other retailers.
I’M HAVING A TECHNICAL ISSUE WITH YOUR WEBSITE. CAN YOU HELP ME RESOLVE THIS?
The Holt Renfrew website has been tested to work on multiple devices and browsers. However, you may find that switching to a different browser, deleting cookies and/or cache may resolve the technical issue you are experiencing.
If you still continue to experience the error, please contact
Customer Care
. You may need to provide information about your device and browser for our team to troubleshoot, so please ensure this information is available.
.
