Shipping and Returns

Shipping

Shipping is free on every order to any address in Canada. There is no minimum.

We ship to Canada only for now. We are not able to accept orders from the United States yet.

Every order ships from a Canadian warehouse, in 1 or more parcels.

Prices are shown before HST/GST. Tax is added at checkout based on the delivery province.

Delivery times

Orders placed before 2 p.m. Eastern, Monday to Friday, are prepared for shipping within 1 to 2 business days. Delivery takes 1 to 4 business days after that, depending on the address. Most orders arrive within 2 to 6 business days of ordering.

Returns

Unopened items in their original sealed packaging can be returned within 14 days of delivery. Pulls and knobs are individually sealed, so you can return the ones you did not open.

Opened, installed or used items cannot be returned unless they are defective.

To start a return, email concierge@countess.ca with your order number. We will reply with return instructions.

You pay the return shipping on items that are not defective. Send returns to:

The Countess
2150 Winston Park Dr, Unit 203
Oakville, ON L6H 5V1

A restocking fee, which depends on the item, is deducted from refunds on returned items that are not defective.

Damaged or defective items

If an item arrives damaged or is defective, tell us within 7 days of delivery. Email concierge@countess.ca with your order number and a photo. We will replace the item or refund it in full, including any return shipping, at no cost to you.

Refunds

We check each return when it arrives. Refunds go to your original payment method within 5 business days of receiving the return.

Exchanges

To exchange an item, return the unopened item using the steps above and place a new order for the one you want.

Questions

Email concierge@countess.ca. Include your order number if you have one.