FAQ

PRODUCT INFO

In the name of sustainable fashion, all items are vintage, second hand, or made from 'end of roll' fabrics. All items are sourced in Canada from rag houses (recycling plants for clothing), from local thrift stores, who donate back to the community with the profits made from the items we purchase, or from local designers, and material stores who offer certified eco or 'end of roll' options. 

All items and materials are carefully selected to go with the vibe and ethical values of the shop. All second hand items of clothing are laundered to ensure they are properly sanitized before they are put up for sale.

 

We strive to source items with a make up of quality materials ex: natural fibres. We seek out as many vintage items as possible (20 years +), but this is not the focus of our shop, therefore, you will find contemporary pieces as well, which are also second hand, and of a certain quality, aesthetic and/or brand. 

Are your brand name products authentic?

All items are authentic unless stated otherwise.

 

What does 'rework' mean?

'Rework', reconstructed', 'up-cycled', re-designed and 'altered' are all words we use to refer to the way we take vintage and second hand clothes, and use their material to sew our original designs. For example, we might take a vintage Adidas t-shirt and make it into a "reworked" tube top.

Who reworks / makes the items and where? 
 

All reworked and 'in house' items are designed and sewn by the shop creator in Saguenay, Quebec, and an independent designer, located in Montreal, Quebec, who is a new member to the Firebird team as of February 2021, and who is paid an ethical wage. 

What sizes do you offer?

At the moment, we offer sizes XS-XL (2XL in some items).

To note that we offer custom options for those who may be smaller or larger, or if you simply do not find your size on our website at the time you are searching. Please fill out our custom section and we will be happy to discuss the possibilities with you!

Please be mindful that we are a small business, and we do our best to accomodate all sizes. As we grow, we may be able to offer more sizes and more of each size.

PRODUCT INFO CONTINUED

We are not affiliated with any of the brands that we sell. We source pre-owned pieces/ material, and use the material to create our own pieces.

The time taken to source the items, make, repair, rework, repurpose our pieces, as well as any other materials that we use are accounted for in our profits.

*All items are pre-owned/pre-loved and therefore, some items may have signs of wear. Obvious flaws will either be noted in the descriptions or visible in the pictures. That being said, sometimes we miss things. If you receive a damaged item, please contact us. If the damage was listed in the description, the item is not eligible to be returned. Please do not hesitate to ask questions before purchasing. 

SHIPPING AND TRACKING

FREE SHIPPING ON ORDERS OVER $150 (Canada and USA)

Once you place an order, you will receive an automatic confirmation email.

Once your order has been processed and shipped, you will receive another email with your tracking number.

All packages are sent with tracking, and are insured. If there is an issue with your delivery, please contact the shipping company directly as it is their responsibility once the item has been shipped. 

Please allow for 2-4 business days from the time you place your order for a status update.

Shipping time and cost:

Canada:

Processing: 1-3 business days

Shipping: 1-6 business days

Between $13-$18CAD depending on your province

USA: 

Processing: 1-3 business days

Shipping: 6-10 business days 

$18CAD flat rate across the US

Please ensure your shipping address is correct, as we cannot re-direct packages once they have been dispatched. In the event that you typed in the wrong address, please contact us as soon as possible to let us know, and if we have not shipped the item yet, it can be changed without a problem.

If the item has been shipped, the return shipping fees and the fee to ship the item out to the correct address is the customer's responsibility. 

We are not responsible for international taxes and duties as well as state and local taxes accrued for your purchase. Those fees are the sole responsibility of the customer. 

 

RETURN POLICY

Items can be returned within 7 days after you receive your order.

Refunds are not offered, however, a store credit will be issued, which never expires. 

Please note that shipping fees are covered by the customer in the event of a return. 

Custom orders and sale items are 'final sale' and are not eligible to be returned.

If you have any questions with regards to our policies, please email contact@shopfirebird.net

for more information.

CUSTOMER SERVICE

If there is an issue with your order, please email contact@shopfirebird.net with any questions or concerns.

Messages will be responded to within 24 hours, Monday-Friday.

Before emailing, please read the FAQ section to see if your question can be answered here.

Thank you!

PAYMENT INFO, OPTIONS AND SECURITY

We accept Visa, Mastercard and American Express credit cards, as well as Paypal. 

Charges will appear on your credit card as 'SHOP FIREBIRD'.

Prices displayed on the website do not include taxes. When you proceed to check out to purchase your order, sales tax (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your order summary page.

To help make your shopping experience more safe, simple and secure, we use secure socket layer (SSL technology). This encrypts the data you send over the internet. If SSL is enabled, you'll see a padlock at the top of your browser and you can click on this to get info about the SSL digital certificate registration.

You"ll also notice that the location URL field at the top of the browser will begin with https: instead of http.