FAQ

Shipping

Fees

Flat rates from $10 CAD for all North American Orders

If you are unable to collect a package that has been shipped to you, please make arrangements to have the item picked up by a friend or family member, once the item is delivered to the correct address the package is your responsibility.

If you have any questions or concerns regarding this please feel free to reach out to our customer care team: customercare@parkandfifthco.com

Do you offer free shipping/returns?

While we would love to be able to offer free shipping/returns, we are a small business and pay for every shipping and return label! We are working towards free shipping; however, it is not something we can offer at this time. We appreciate your support so much!

What couriers do you use?

We offer DHL Express delivery for all US and international orders, and we offer standard tracked shipping via Canada Post for all domestic orders. We have expedited and priority shipping options available for both DHL and Canada Post if needed!

Will I have to pay duties/taxes for my order?

International - Customers outside of Canada (including the US) may face additional duties and taxes, which are the responsibility of the customer.

United States - Customers may face additional duties and taxes if orders exceed $800 USD. This is the responsibility of the customer.

Customers within Canada will not be charged additional duties and taxes.

I don’t live in Canada or the United States, can I still order from Park & Fifth?

Absolutely! Park & Fifth is happy to offer shipping around the globe. Once an order is placed, all in-stock orders will be processed and shipped within 3 business days. Standard international shipping timelines vary depending on your country.

As duties and taxes vary by country, we are unable to offer a price estimate. You will be responsible for all duties, taxes, and customs charges that come with your online order.

If I place my order today, how long will it take to reach me?

All in-stock orders will be processed and shipped within 3 business days of the order being placed.

Standard shipping timelines are 2-10 business days. We have expedited and priority shipping options available for both DHL and Canada Post if needed!

Certain styles and sizes are only available for pre-order on our website and in-studio. Pre-orders allow you to secure your desired item ahead of time and will ship within the window stated on each product page (not the standard 3 business days).

Please note, any orders containing an in-stock item and a pre-order item will be shipped together when the pre-order item is available.

I need to change/cancel my order - am I able to do this?

Unfortunately, if your order has already been processed and we are unable to go into your order and make changes or cancel. If you are unhappy with your order, regular-priced in-stock items are eligible for a full refund within 14 days of the shipping date, and sale items are eligible for store credit within 14 days of the shipping date. If you can return in person, we will happily exchange the item for you!

Please note, P&F cannot redirect packages that have been processed and shipped.

If you have any questions or concerns regarding this please feel free to reach out to our customer care team: customercare@parkandfifthco.com

I accidentally typed in my address incorrectly - what happens now?

P&F cannot redirect packages that have been processed and shipped. Any packages that are returned to sender due to address errors made by a customer will be refunded with all fees related to the return deducted from the total.

What do I do if my tracking says my order has been delivered and I have not received my package?

We are sorry to hear that your package has not been delivered yet! Sometimes, couriers can mark items delivered prematurely, and they will likely show up by the end of the day. Otherwise, please reach out to customercare@parkandfifthco.com

How does studio-pick up work?

In-studio pickups are processed within 3 business days of the order being placed. They do require between 2-15 business days to reach the location selected at checkout. If you have not received an email for pick-up please ensure that the full 15 business days has passed, at this time please reach out to the location directly to inquire.

Items that are not picked up within 14 days of your pick-up email will be considered final sale.

Should you need further assistance please reach out to us at customercare@parkandfifthco.com

I selected the Studio Pick-Up Option and can no longer come into the studio; can this be shipped to me instead?

Of course! We understand that coming into one of our studio locations is not always convenient. Please reach out to our Customer Care customercare@parkandfifthco.com team with your order number and shipping address. We will send you an invoice to cover the $10 CAD shipping fee needed to have your order shipped directly to you!

Returns

What is your return policy?

Full price, off the rack items are eligible for a full refund or exchange (in studio only)  if returned within 14 days of the shipment date, or, from the date of purchase if purchased in studio. Items attempted to be returned outside of the 14-day return window may be rejected.

Park & Fifth closely monitors returns to identify potential misuse of our items or abuse of our return policies. If the product is not returned clean, unworn, unwashed, in perfect condition, with tags still attached, we reserve the right to refuse returns or to issue a full refund.

Items that are not picked up within 14 days of your pick-up email will be considered final sale.

Made to order items purchased online are eligible for a return in exchange for store credit. Made to order items purchased in-studio are final sale.

Wedding Collection and Elopement Collection pieces are eligible for a full refund within 14 days of shipping, studio purchase or the date of your studio pick up notification. Please note these dresses are highly delicate and must be returned to us in perfect condition. We recommend you be very careful when trying these dresses on, be mindful of makeup, deodorant and other body products. We reserve the right to refuse any returns that do not meet our requirements. These items will be shipped back to the customer at their expense.

Bridal Dresses are made special for you and therefore are a final sale, no exceptions.

Sale items purchased online are eligible for store credit only within 14 days of the shipment date. Sale items purchased in the studio are a final sale.

All Flash Sale items are a final sale, no exceptions!

Please note we do not accept in-studio purchases for full refund by mail. All in-studio purchases must be returned in person, as we do not keep credit card information on file.

Is my sale item eligible for a return?

Sale items purchased online are eligible for store credit only within 14 days of the shipment date. Sale items purchased in the studio are a final sale.

All Flash Sale items are a final sale, no exceptions!

We will gladly offer a price adjustment within 14 days of the purchase of your item, this does not include final sale items. Please reach out to customercare@parkandfifthco.com for assistance or visit your local studio.

Are returns free?

While we would love to be able to offer free shipping/returns, we are a small business and pay for every shipping and return label! We are working towards free shipping; however, it is not something we can offer at this time. We appreciate your support so much!

Canadian Customers - We offer $10 CAD returns, please follow this link to initiate your online return. Please note we do not accept in-studio purchases for full refund by mail. All in-studio purchases must be returned in person, as we do not keep credit card information on file.

US Customers - We offer $12 CAD ($10 USD) returns. A pre-paid DHL return label and commercial invoice is included in your original package, please attach both of these slips to the outside of your package and return to the closest DHL location in your area. You can search for locations closest to you here: https://locator.dhl.com/

Initiate a Return

Canadian Customers - Please follow the link below to start your return

US Customers - no need to initiate a return online! A prepaid DHL return label and commercial invoice is included in your original package, please attach both of these slips to the outside of your package and return to the closest DHL location in your area. You can search for locations closest to you here: https://locator.dhl.com/ 

International Customers - returns outside of North America are the daily DHL rate, please inquire with our customer care team for pricing: customercare@parkandfifthco.com  

Customers outside of Canada may face additional duties and taxes, which are the responsibility of the customer.

I am a US customer, and there is no DHL drop-off near me, what do I do?

Not to worry! If you do not live near a DHL location, feel free to use USPS (not UPS please!) If you choose to drop it with USPS, do not use a dropbox, instead, please drop it in person and ask for an updated USPS tracking number as they will not scan a DHL label. Packages that are not dropped at a DHL location are fully the responsibility of the customer. Note, all US orders sent back by an unauthorized carrier will incur processing fees.

To proceed with your return, please send the item back to us at the below address via USPS and include a note with your name and order number in the package.

 

Park & Fifth Co.

439 Railway St.

Vancouver BC

CANADA

V6A 1A7

 

Should you need further assistance please reach out to us at customercare@parkandfifthco.com

I would like to exchange my order, how can I do this?

Unfortunately, we are not able to process direct exchanges on online orders, so feel free to reorder the desired size or style and return the original package back for a refund or credit!

Made to Order Items

At P&F we strive to offer as many inclusive sizes and styles as possible. We offer a range of Made-to-Order items to ensure everyone can wear our dresses. The lead time for all Made-to-Order items is 90-120 days. You can find the lead time for each item on the product page.

We are happy to offer rushes on orders, currently offer the following rush fees:

* 8 week rush fee for $55 per dress

* 6 week rush fee for $70 per dress

* 4 week rush fee for $80 per dress

All rush fees include 1-3 day priority shipping and require a 2 week buffer between the date of completion and the date the dress is required by the customer.

Made to order items purchased online are eligible for return for store credit or exchange. Made to order items purchased in-studio are final sale.

If you would like to place a rush on your Made-to-Order dress, please contact customercare@parkandfifthco.com

Love the product but fit doesn't seem quite right? Let’s jump on a phone call or a Virtual Fitting. Sometimes the simplest adjustment will make all the difference!

Pre-Orders

Certain styles and sizes are available for pre-order on our website and in-studio. Pre-orders allow you to secure your desired item ahead of time and will ship within the window stated on each product page (not the standard 3 business days).

Please note, any orders containing an in-stock item and a pre-order item will be shipped together when the pre-order item is available.

Bridal

Park & Fifth is proud to offer beautiful bridal dresses at a fair price. We offer slight customizations as well as a mix and match program which we are happy to walk you through.

As all of our Bridal dresses are made to order and made special for you - they are a final sale. These dresses take 120 days from the date of purchase. If you need your dress in shorter time frame we do offer rushes, please contact our customer care team for details and fees: customercare@parkandfifthco.com

Our Bridal collection is not customized to your exact measurements, we will instead find the best suited size based on your measurements and our size chart. We recommend having the dress altered where needed to make for a perfect fit.

You can also book a Virtual Fitting if you would like to speak to us further about your wedding dress!

Do you offer rush options for Bridal?

We understand that 120-days is not always ideal, and is hard with sensitive timelines! Therefore, we currently offer the following Bridal rush options:

90 days - $90-$150 CAD

8-weeks - $150-200 CAD

6-weeks - $200-$250 CAD

4-weeks - $350 CAD *needs production approval

Under 2-weeks $400 CAD *needs production approval

Rush fee pricing depends on the mix of fabric.

Please note that all rush fees include 1–3-day priority shipping and require a 2-week buffer between the date of completion and the date the dress is needed.

If you require a rush, please reach out to us at customercare@parkandfifthco.com - we would be happy to assist you!

Do you offer in-house alterations?

We do not! Please reach out to your local studio for recommendations in the Vancouver, Calgary, and Toronto areas.

I am really interested in the Bridal Sample Program! How can I learn more about this? 

We are proud to introduce our Bridal Sample Rental Program. This allows you to try the styles you love at home before making your final purchase!

To start, please book a virtual fitting with us where we will meet you on your video platform of choice to discuss your requested bridal samples, size range, and more information on how our bridal program works.

We will then be able to provide you with sample options, a shipping timeline for your sample(s), and the booking of a virtual fitting with you during the 3 day window when the sample arrives. During this time we can answer any additional questions as well as help with dress placement on the body and accuracy in measurements and fittings.

Please have a measuring tape handy during this virtual appointment.

*There is a limit of two samples per bride with the full deposit due prior to shipment.

*There is a $40 shipping fee which is the responsibility of the customer, this covers both outgoing and return shipping.

*The timeline to have possession of the sample(s) is limited to 3 days.

We look forward to connecting with you!

Un-Bridesmaid Collection

How early in advance should I order my bridesmaid dress?

Most of our Un-Bridesmaid Collection is off the rack and available now to order with no lead time! We do have items in certain colours and sizes that are currently being restocked and are only available via pre-order, which means that the item has not been made yet and is still in production! There is always a note on our website that offers the date range you can expect the pre-order items to be ready by, and the latest date they will be shipped out.

Many of the Un-Bridesmaid CollectionTM styles will carry over from season to season, sometimes with minor tweaks and new colours but they are not a guarantee. If you and your group are set on a particular style and colour that is available now in the sizes you need, we encourage you to order your bridesmaid dresses as soon as possible to avoid potential sellouts!

The dress I need is out-of-stock, how often do you restock your dresses?

At Park & Fifth we try to keep things as fresh and relevant as possible.

Many of the Un-Bridesmaid Collection™ styles will carry over from season to season, sometimes with minor tweaks and new colours but they are not a guarantee. We encourage you to order your bridesmaid dresses as soon as possible to avoid potential sellouts.

Social Occasion styles tend to be more limited as we source many of our fabrics ethically in LA resulting in limited edition prints that cannot be re-ordered. Please sign up for “back in stock” notifications when available to be the first to know if/when your dress is back in stock.

If you are curious about any particular style please reach out to our customer care team and we will happily guide you through the collection! customercare@parkandfifthco.com

Do you offer custom dresses/orders?

Unfortunately, we do not offer custom dresses/orders - just what is available on our website! We do have new styles frequently available, so feel free to inquire if you are in need of anything specific and we will do our best to help you!

Sizing

We do our best to keep our dresses as close to street size as possible - we recommend ordering your usual size! Otherwise, each style has a size chart which we recommend referencing before ordering.

If you are unsure how to measure yourself you can refer to our online guide or book a Virtual Fitting with one of our team members - all you need is a flexible measuring tape!

You can also send our customer care team an email for further help customercare@parkandfifthco.com.

Product Guarantee

Park & Fifth was founded on principles of quality and the longevity of our products and materials. Please let us know if you have any concerns or issues regarding your P&F item, as we are happy to fix or replace items that have not lived up to these principles free of charge. Please understand that this does not

If you receive a product that is faulty or defective, we will repair or replace the item as needed in a timely manner. In this case please contact customercare@parkandfifthco.com in order for us to help you resolve the issue.

Please note, our team can accept items back under this guarantee at their own discretion and items that have been overused may not be accepted.

Afterpay

Afterpay is available for Canadian customers only. At this time, it is not available for international customers - including customers in the United States.

Covid-19 Information

Updated In-studio Policies

* Masks are no longer required; however, please be respectful of staff/guests that still choose to wear a mask.

* Park & Fifth is following Health Canada recommendations to keep all our locations sanitized.

* If you are sick or experiencing flu-like symptoms, please cancel your appointment or do not join your group.  

* Hand sanitizer will be available to you at all times.

P&F Preloved Pilot Program

The Park &Fifth Preloved™ pilot program is an initiative being tested out of our Vancouver Studio. As a minimal waste company, we pride ourselves on ensuring all our dresses see the light of day for more than one event.

At this time the program is only available in-person at our Vancouver Studio.

To participate in the program, simply bring in your used Park & Fifth Bridesmaid, Social Occasion, or Elopement Dress, and receive up to a $40 discount code depending on the style and condition of the item. This discount code is redeemable on purchases from our Un-Bridesmaid Collection™, Social Occasion Collection, or White Collection

If the dress is damaged or not in saleable condition, we will still accept the dress for a $10 discount code and recycle it on your behalf!

Park & Fifth Preloved™ dresses will be for sale in-person only at our Vancouver Studio.

Receive an additional $5 off of any Park & Fifth Preloved dress when you use your Park & Fifth Preloved discount code.

Thank you again for helping us maintain a world in which we, as consumers, consider preloved items as well as purchasing items that are high quality and can last for many years to come.

The P&F Team

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