FAQ
PRODUCT INFO
In the name of sustainable fashion, all of our pieces are either up-cycled products or made from 'deadstock' or eco-certified fabrics. All items are sourced in Canada from rag houses, from local thrift stores, who donate back to the community with the profits made from the items we purchase, or from local material stores who offer certified eco or deadstock options.
All items and materials are carefully selected to go with the values of our shop. All vintage 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 and natural fibres.
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 clothes, and use their material to sew our original designs. For example, we source men's blazers and 're-design' them into two piece blazer sets.
Who reworks / makes the items and where?
The re-designed and 'in house' items are designed and sewn by the shop creator (Jess) in Saguenay, Quebec, and an independent designer (Polina), located in Montreal, Quebec.
What sizes do you offer?
We offer sizes XS-XXL, however, 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 contact us at contact@shopfirebird.net and we will be happy to discuss the possibilities with you!
Please be mindful that we are a small business (solopreneur at the moment), and do our best to accomodate all sizes and body types with our custom option.
PRODUCT INFO CONTINUED
We source pieces and material that have already been produced, and use the material to create our own pieces.
*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 $200 (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 and 2 weeks if your item is 'make to order'.
Shipping time and cost:
Canada:
Processing: 1-3 business days (or 2 weeks, if your item is make-to-order)
Shipping: 1-6 business days
Between $13-$18CAD depending on your province
USA:
Processing: 1-3 business days (2 weeks if item is make-to-order)
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 / EXCHANGE POLICY
Items can be returned or exchanged within 7 days after you receive your order.
Refunds are not offered, however, a store credit can be issued, which never expires.
Please note that shipping fees are covered by the customer in the event of a return or an exchange.
Custom orders and sale items are 'final sale' and are not eligible to be returned or exchanged.
A note about exchanges; Please allow 2 weeks from the time you ship it back to us and the time we ship it back to you, as we will be re-making your order. If the exchange is not to your satisfaction, at that point we would offer a store credit that does not expire. All of our pieces are made to order, and many are one-of-a-kind, therefore in the event of an exchange, as mentioned, we re-make your order for a second time, hence why we set a limit of 1 exchange per order. Thank you for your understanding.
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.
