Frequently Asked Questions
What does final sale mean?
Final Sale means a product cannot be exchanged or returned. Items that are final sale include all sale or discounted items, lingerie, corsets, and hosiery. All items sold during a site-wide sale of 15% or greater are also final sale.
Where do your clothes come from?
The brands we carry mainly come from the USA and UK. We look for unique companies with quality merchandise that we know our wonderful customers will love.
Do you carry plus or petite sizes? Where can I find them?
We carry a variety of styles in plus sizes, and a fair amount in XS, depending on their availability with the supplier who manufactures them. You can find them by using our shop by size feature on any category page, it will display only items currently available in the size you are seeking. We also have an awesome back in stock notification feature, that I encourage you to use if the style you are after is sold out on your size. You will be the first to know the item is back, as well as letting us know that there is demand! Most of our inventory is available in at least sizes S-XXL, and we have a large selection of styles available in XS, 3XL, and 4XL as well.
My order says pending, what does this mean?
Pending means we have received your order, but have not yet captured the payment or shipped the items. If your order has been pending for more than two business days, be sure to call customer care at: 1-888-982-3889 (extension 1) or email [email protected] to ensure there are no issues with the order, and we have been unable to contact you. (typo in the email adress, wrong phone number or full/no voicemail, apam filters etc)
Do you ship internationally?
Yes! We ship to most countries. If no shipping options are available when you checkout, contact us for a shipping estimate. We recommend choosing a shipping method that is trackable and insured. If you do not choose this option, your item will not be replaced if it does not make it to you. Please be sure to review our entire Shipping Info page as well as our Returns & Exchange Policy
How much will my shipping be?
Shipping is calculated based on the size of the order and where the items will be shipped to. There is a shipping calculator in the checkout area so you know what your shipping costs will be before purchasing. We currently offer flat-rate $9 shipping within Canada, and flat rate $15 shipping to the United States.
You did not have an item I ordered. Will I be refunded?
If we do not have the item you ordered due to rare overselling, unnoticed damage on the item as we are packing it, or an inventory issue, you will absolutely be refunded for that item. You will be contacted by email or phone as soon as the discrepancy is discovered by a customer service representative to let you know which item was unavailable. If you ordered more than one item, the rest of your order will be shipped out promptly once the refund is completed. We do not do rain checks in order to keep items shipping in a timely manner, but will absolutely try to get the requested item back in stock for you if at all possible.
How long will my order take to get to me?
Check out this infographic for approximate shipping dates in Canada and the USA. This is of course, dependent on holidays and weather conditions. These shipping estimates apply to all orders placed, however please be aware that, during site wide sales we may add a processing lead time to account for order volumes. Please always refer to the estimated arrival date displayed to you on the checkout page, as it is accurate and often a day longer than the date your item will arrive. Certain International (outside of Canada and the USA) shipping options can take between 4-6 weeks, depending on your location. Please ensure you note the estimated delivery date and tracking availability if you are an international customer. You can find our complete Shipping Info list here.
I would like to return/exchange an item/ Where is my return? How will I be refunded?
Once your returned item is dropped in the mail, it can take several business days to get back to us. As soon as it arrives, it will be processed within five business daya, often much sooner. You will be refunded by whichever method you originally paid with, or if your RMA was requested past the 15 days, you will be issued an online gift card. The gift card will be emailed to you and we know you'll find something else you love! Take a look at our Returns and Exchanges section for all information.
I just placed an order and a promo code was issued right after. Can I still get the discount? Can I add items to it?
No, unfortunately we cannot alter orders once they are placed due to system limitations. So sorry! All of our promo codes/sales are not retroactive for this reason. If your order has not already been processed, and we have the abikity to cancel an order for you, so you can place a new one during a sale period we will do that for you, however please know that despite best efforts this can no the be guaranteed. We reccomend placing a new order for items you wish to add, and sending is an email or live chat to provide both order numbers And a request to combine them. If we are able to combine them, one of your shipping charges (if flat rate is chosen) will be refunded. Thank you for understanding that this is an area we try very hard to help customers out with, but we do have system limitations that may prevent your request from being impossible.
What if I am sent a faulty item?
We do our best to catch any flaws both at the point of arrival/check in and when being pulled and packed for you, but every once in a while a flaw can go unnoticed. Despite our suppliers best efforts, manufacturing flaws do happen occasionally while rare, are unavoidable. If you receive an item that is damaged, please contact us by email at [email protected] with photos of the issue and we will, of course, take care of you. We will either send a replacement free of charge, and depending on the item or issue may have you send the faulty item back. If we do not have the same item in the right size to do so you will be offered a partial refund to cover costs of a local repair, or if that isn't an option you will be refunded in full. We will do our absolute best to make sure you are taken care of.
Do you have gift cards available? Can they be used both in-store and online?
Of course! You can purchase gift cards both in-store and online. Gift cards that are purchased in the store can only be used in the shop unless you send us an email with the code so we can activate it for online use as well. Online gift cards can be used both in-store and online.
My gift card isn’t working.
We're so sorry! Contact us so we can troubleshoot the issue either by LiveChat, Facebook message, email to [email protected] or by calling 1-888-98BETTY (option 1). We can fix the problem for you right away or create a new gift card for you.
I am having trouble placing an order due to technical issues. How can I contact you and what can be done?
We have just done a major back end system upgrade in mid November, and unfortanetly are still in the throwers of active development and site work. We are painfully aware how frustrating technology issues are for you, the user, and we are truly sorry if tou have just experienced something on the long list to be fixed or finished. We are working very hard to provide you the best experience possible, but unfortunately are limited at times by the reality that these things can't all happen at once :(
If you are having an issue checking out, please contact us in one of these ways: You can LiveChat with us, send a Facebook message, an email to [email protected] or call 1-888-982-3889 (option 1) to place a phone/email order. We can always bypass the site (sad we have to at times, but hopefully not for much longer) so you don’t miss out on your goodies!
Here are some troubleshooting tips:
First thing we want to note is that we know your time is valuable, and we are truly sorry you may need to spend the extra effort to try these below, in order to give is money in exchange for an item you want! We appreciate your effort and energy, and your support while we go through this development phase. Thank you, truly. Below are some easy tricks for known issues we are working now to resolve:
-Most issues we are seeing right now relate to caching, which means stored info in your browser or current 'session' on our site if you are a returning user. Often closing the tab you are in, and opening the site in a private window (incognito browser window for chrome, or private window in safari) re-sets your session, and fixes the issue.
-If you are using Internet Explorer and are able to, try opening the site in Google Chrome, Firefox or Safari. They tend to work better with sites like this.
-If you are using a phone or tablet and are having an issue, you may want to switch to a laptop or desktop if possible. A large site like ours can sometimes take longer to load on smaller devices. (We are working on making this a lovely, easy to use and enjoyable mobile site, as we speak, but unfortunately are not quite there yet!)
thank you for helping us identify the bugs as they arise and for your understanding that we are an independent business, and that we are doing our very best to get the site work finished as fast as possible. Thank you for your business and we will do anything we can to make your experience shopping with us as easy as possible, we promise.