Frequently Asked Questions

Browse our products, add items to your cart, proceed to checkout, provide your delivery address, select payment method, and confirm your order. You'll receive an email confirmation with your order details and tracking number.

You can modify or cancel your order within 1 hour of placing it. Contact us immediately using the contact details in the footer. Once an order is processed, modifications may not be possible.

After your order ships, you'll receive a tracking number via email and SMS. Visit our Order Tracking page and enter your order number and email address to see real-time updates on your delivery status.

We sincerely apologise if you receive the wrong item. Contact us within 48 hours with photos of the item received. We'll arrange for the correct item to be sent immediately and collect the wrong item at no cost to you.

Standard shipping takes 3-7 business days across Canada. Express delivery (1-2 business days) is available for major Canadian cities. Orders placed before 2pm MT are dispatched same day. Northern and remote areas may take 5-10 business days.

Standard shipping costs $8 CAD. Express delivery costs $18 CAD. Orders over $120 CAD qualify for FREE standard shipping. Calgary local delivery is also available for $6 CAD.

We currently ship across Canada and are working on international shipping (starting with the US). Sign up for our newsletter to be notified when international shipping becomes available.

Our delivery partner will attempt delivery twice. If unsuccessful, the package will be held at the nearest collection point for 5 days. You'll receive SMS and email notifications with collection instructions.

We offer a 14-day return policy for unused items in original packaging. Simply initiate a return from your account, print the return label, and ship it back. Refunds are processed within 5-7 business days after we receive the item.

For hygiene reasons, we cannot accept returns on opened cosmetics, intimate apparel, earrings, or perishable goods. Custom or personalised items are also non-returnable unless defective.

If you're returning due to a defect or our error, we cover return shipping. For change-of-mind returns, customers pay return shipping costs (around $10 CAD standard rate). Free shipping on returns for defective items.

Yes! If you need a different size or colour, select "Exchange" when initiating your return. We'll send the replacement as soon as we receive your original item. Exchange shipping is FREE.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay and Stripe Link. Cash is accepted in store only. We do not offer payment on delivery — payment must be completed before dispatch.

Absolutely. All payments are processed by Stripe — the same gateway trusted by Shopify, Amazon and Google. Your card details never touch the FITAURA servers and every transaction is PCI-DSS Level 1 compliant with end-to-end TLS encryption.

Yes! We offer payment plans through our partners (Shop Pay, Afterpay) for purchases over $200 CAD. Select "Pay in Instalments" at checkout to see available options. Approval is instant and no interest is charged on eligible plans.

Card payments are authorised and captured immediately at checkout. We do not accept payment on delivery — payment must be completed before dispatch. If an item is out of stock, we'll refund you within 24 hours.

Refunds are processed to your original payment method within 5-10 business days after we receive and inspect your return. Refunded amounts appear on your card statement once Stripe and your bank confirm — you'll receive an email the moment the refund is initiated.

No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, view purchase history, manage your wishlist, and receive exclusive offers. It only takes 30 seconds to sign up.

Click "Forgot Password" on the login page, enter your email address, and we'll send you a reset link. The link is valid for 1 hour. If you don't receive it, check your spam folder or contact support.

Yes! You can save multiple delivery addresses in your account. During checkout, simply select the address you want to use or add a new one. This is perfect for sending gifts or alternating between work and home.

Log in to your account and go to "Account Settings". You can update your name, email, phone number, password, and saved addresses. Changes are saved instantly and you'll receive a confirmation email.

Earn 1 point for every $1 CAD spent. 100 points = $10 CAD discount on your next purchase. Points are automatically added to your account after each order. Check your points balance in your account dashboard.