FAQ

Orders and processing

What is your order cut-off time?

Orders placed before 5:00pm ET (Toronto), Monday to Friday, start processing the same day. Anything placed after 5:00pm on a Friday, over the weekend or on a public holiday starts processing on the next business day.

How long does it take to process my order?

Our handling time is 1–3 business days (Mon–Fri). During that time, your order is picked, checked and dispatched.

Can I change or cancel my order?

To change your shipping address, email support@oakmontridge.com before your order reaches the "Processing" stage. Cancellations can be requested within 12 hours of ordering. After that, your order may already be on its way and will need to be returned instead.

Shipping and delivery

Where do you ship?

We currently ship to addresses within Canada only.

How much is shipping?

Standard shipping is free on every order across Canada, with no surcharges or hidden handling fees at checkout.

How long will my order take to arrive?

After dispatch, the transit time is 7–14 business days (Mon–Fri), so total delivery is usually 8–17 business days from the day you order. Carriers deliver on business days only, and deliveries can take a little longer during busy seasons and around Canadian statutory holidays.

What if my order is very late?

If your order hasn't arrived within 30 days of the estimated delivery date, you may cancel it and receive a full refund within 15 days of your request.

Which carriers do you use?

We ship with Canada Post, UPS, FedEx and DHL. The carrier for your order depends on your address and current service availability.

Where is my order shipped from?

Oakmont Ridge is operated by a company registered in Edinburgh, Scotland, but our orders are fulfilled and shipped through international logistics partners and warehouses. Our Edinburgh address is our business address, not where your parcel is sent from.

Will I have to pay customs or import fees?

No. The price at checkout is final. Any import duties or customs fees are covered by us, so there's nothing extra to pay when your parcel arrives.

Order tracking

How can I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also check your order's progress at any time on our Order Tracking page using your tracking number or order details.

My tracking says "Delivered", but I don't have my parcel. What should I do?

Let us know within 3 business days at support@oakmontridge.com and we'll open an investigation with the carrier straight away.

Sizing and fit

How do I find my size?

Our Size Guide has separate charts for women's and men's clothing, with measurements in inches and centimetres, plus tips on how to measure yourself. Some styles also include fit notes on the product page.

What if I'm between sizes?

For a more relaxed, comfortable fit, we generally suggest going up a size. If you're unsure, email us and we'll gladly help you choose.

Returns and refunds

What is your return policy?

You can return items within 30 days of delivery. They need to be unworn and unwashed, in the condition you received them, with all original tags and packaging.

How do I start a return?

Email support@oakmontridge.com within 30 days of delivery with your order number and the reason for your return. Once your return is approved, we'll send you the return instructions. Parcels sent back without prior approval may not be accepted.

Who pays for return shipping?

Return shipping is free if your item arrives faulty, damaged or incorrect. For change-of-mind returns, such as the wrong size or a style you no longer want, you cover the return shipping, which is non-refundable.

When will I get my refund?

Once your return is received, inspected and approved, we process your refund within 7 business days to your original payment method. Your bank or card provider may take a few extra days to show it.

Can I exchange an item for a different size or colour?

Yes. Return the original item as usual, then place a new order for the size or colour you want once your return has been processed.

Which items can't be returned?

Items that have been worn, washed, altered or damaged; items without their original tags or packaging; hygiene-sensitive items such as underwear, socks and swimwear; and clearly marked final sale items. This doesn't apply if an item is faulty or not as described, in which case your statutory rights apply.

What if my item arrives damaged or wrong?

Email us within 48 hours of delivery at support@oakmontridge.com with clear photos, and we'll arrange a replacement or refund as quickly as we can.

Are my consumer rights protected?

Yes. Our policies don't limit any rights or remedies you have under Canadian federal or provincial consumer protection laws. If an item is faulty, damaged or not as described, you're entitled to a replacement or full refund at no cost to you.

Privacy and data

How do you use my personal information?

We use your information to process and deliver your orders, provide customer service, improve our website, prevent fraud and meet our legal obligations, in line with PIPEDA and applicable provincial privacy laws. We do not sell your personal information.

Is my payment information safe?

Yes. Payments are processed through secure, encrypted systems, and we never store your full card details.

Who do you share my information with?

Only with the partners we need to run our store, such as payment providers, shipping carriers, IT service providers and analytics or advertising partners. Each one is contractually required to protect your information.

What are my privacy rights?

You can ask to access, correct or delete your personal information, withdraw consent to marketing at any time, and make a complaint to the Office of the Privacy Commissioner of Canada. Email support@oakmontridge.com to make a request.