FAQ

RETURNS & EXCHANGES

Did something not quite work out? No problem!

In-store Exchanges
To exchange your purchase, visit us in-store during shop hours. To be eligible for an exchange or store credit, the item must be in the same condition that it was received in. Please note our exchange policy lasts seven days. If seven days have past since your purchase, unfortunately we cannot offer an exchange or store credit. This is due the nature of consignment. For the same reason, we do not issue refunds. To complete your exchange, we require that the item still has its original store tags, and a receipt or proof of purchase.

If your purchase was a vintage or pre-owned item, and is ineligible for an exchange, we are happy to see if we can consign it for you.

Sale items are final sale. Socks, items removed from their original packaging (art prints, greeting cards, etc.), and select special collection items, are ineligible for exchanges.

Online Exchanges
At this time, purchases made online can be exchanged in-store only. Sale items are final sale.

SHIPPING & DELIVERY

FREE SHIPPING ACROSS CANADA ON ORDERS OVER $200! 

Curb Side Pick Up & Local Delivery
For Saint John residents, we offer curb side pick up for online and phones orders. When placing your order online, at the checkout, select the Pick Up option. We also offer a local delivery option to residents of Saint John for a $5 flat rate. Select Delivery at the checkout. Delivery runs go out twice a week.

Domestic & International Shipping
Shipping fees are calculated on the order page at the time of purchase. We use Canada Post for both domestic and international orders. Please allow for 7-30 days for your order to arrive. If more than 30 days have passed since you have placed your order, and you have not received it yet, please email us at [email protected]. We will do our best to sort out the issue for you as soon as possible.

Holiday Shipping Guidelines

To ensure that you receive your order in time for the holidays, please review Canada Post's holiday shipping guidelines here.

ORDERING

I’m having trouble placing my order. What can I do?

I need to make a change to my order. Is this possible?

Please contact us immediately with any changes to your order. We usually ship within 24 hours, and once an order has been sent out, we are unable to make changes or cancel an order.

I can't access my account.

If you are experiencing an issue with your account, please email [email protected].

Alternatively, we can process your order for you over the phone, please feel free to give us a call at (506) 642-1360. (Within Canada. Tue - Sat, 11:00 - 5:00 AST/ADT)

I'm unsure about the sizing of an item. What should I do?
As Visitors sells garments handpicked from across the eras, we recommend reviewing the measurements provided on the item listing prior to placing your order. Please see the page on Sizing where you will find guidelines for taking your measurements as well as international sizing standards.

If you have a sizing question, please feel free to email us at [email protected], and we will do our best to help you determine the best fit.

We also recommend measuring your best fitting garment and comparing it to items listed on our website to help you determine the fit.

PAYMENT & TAXES

Can I use shop credit online?
Unfortunately at this time we cannot apply shop credit to online orders, but if you have a consignment account with us and would like to place an order, we can process your order for you by email or over the phone. Please give us a call at (506) 642-1360. (Within Canada. Tue - Sat, 11:00 - 5:00 AST/ADT) or email us at [email protected].

Alternatively, we can issue a gift card using your store credit that can be used online. To set one up, call us or email us at [email protected].

Can I use an online gift card in store or can I use an in store gift card online?

Yes, gift cards purchased in store and online can be used towards purchases made in store and at shopvisitors.ca

Do you charge taxes or duties?

We charge HST + GST on all items sold based on your location within Canada. If you live outside of Canada, import fees may be charged on your order.

THE STOREFRONT

What's the shop called?
It's called Visitors as opposed to "visitor's", "shop visitors", or "visitors shop and gallery."

Where can I park my vehicle?
Union Street has on-street parking regulated by a coin meter. Nearby adjacent streets (like Dorchester St.) are regulated by electronic meters. HotSpot Parking is available everywhere Uptown. On-street and most off street parking lots permit up to two hours of uninterrupted parking, and are free on weekends and after 6:00 pm. 

COVID-19 SAFETY PRACTICES & POLICIES 

What can I expect when I arrive?
A screening tool is posted on the door so that customers can self-assess before entering the shop. People who may be presenting symptoms of COVID-19, have been in contact with someone who may be presenting symptoms of COVID-19, or are required to self-isolate, should stay home. Hand sanitizer is readily available for you when you arrive. We ask that you continue to practice social distancing and wear a mask inside the shop.

Is there a customer limit?
Yes, the shop's capacity limit is 8 customers at one time.

Can I try on clothing and shoes?
Yes, clothing and shoes can be tried on safely. The fitting room are open and routinely sanitized. Protective sockettes are also available in-store. Please remember to always launder your clothing purchases when you get home.

Will the shop be routinely sanitized?
Yes. High-traffic areas and hard surfaces that are frequently touched (keys, doors, handles, handrails, etc.) are cleaned throughout the day, multiple times a day. The shop undergoes a deep clean every day prior to opening.

Will you accept cash?
Yes, however we encourage customers to use the tap option on their debit and credit cards whenever possible. 

CONSIGNMENT

Here are a few of the common questions we receive. Learn more about how consignment works at Visitors by clicking here.

I'm interested in consignment. When can I bring things in?
Visitors accepts consignment by appointment only. Appointment are booked from Tuesday - Saturday, between  11:00 am and 4:00 pm. To request an appointment time, click here. 

Book your appointment now to take full advantage of the season. Once our inventory is full for the season, we cannot take in more items.

We really appreciate it when you book with us in advance. It helps us to best manage our inventory levels and accommodate everyone’s consignment requests.

How many items can I bring to an appointment?
We ask that you bring no more than 20 items with you to your appointment. Please be sure that all your items have been freshly laundered.

How long does an appointment take?
Appointments usually take between 15-20 minutes.

How does consignment work at Visitors?

• Visitors offers a 40% commission of the final selling price. 
• Pieces are evaluated based on condition, style, season, and inventory levels. 
• New arrivals are priced within 1-14 days based on their current resale value. Prices are non negotiable. Markdowns are made at our discretion (this includes promotional events and seasonal sales). In the event of higher than normal intake volume, processing can take up to four weeks.
• When dropping off new items, please let us know whether you would like certain ones returned to you or donated.

What pieces are you looking for?

Visitors welcomes new and preloved apparel at every price point, for all genders, in all sizes, from XXS to XXL+. We look for imaginative and well-made designs from across the eras. We carry top-notch vintage, modern everyday styles, high-end designer name brands, and handmade pieces that are one-of-a-kind.

Do you sell second-hand furniture, artwork or homewares?
We do not accept second-hand furniture, artwork or homewares on consignment. But if you are an artist or maker and you're interested in selling with Visitors, please email us at [email protected].

COLLECTIONS

What types of clothing and accessories are available?
Visitors sells new, vintage, and pre-owned apparel at every price point, for all genders, in all sizes, from XXS to XXL+. We look for imaginative and well-made designs from across the eras. We carry top-notch vintage, modern everyday styles, high-end designer name brands, and handmade pieces that are one-of-a-kind.

For limited edition and new fashion collections, we do our best to carry a selection of sizes for each design as available. If you have a special request for sizing, please let us know and we will be happy to to arrange a custom order with a designer. A deposit may be required on custom orders.

Where are your collections sourced? 
They are sourced from our consignment clients, represented artists, and wholesale partners. For new products, we work with artists and designers using sustainable methods of making. Visitors' line of products are made in collaboration with artists, businesses, craftspeople and designers within our community.

What’s vintage?
Clothing is considered vintage when it’s 20+ years old.

What is “All Genders”?

“All Genders” is a term with a similar meaning to "Unisex", but it suggests that gender is a spectrum rather than a binary. 

It’s important to our shop that customers to feel welcome to express themselves through fashion. It is our belief that garments should be worn based on the individual's style and fit preferences.

PRIVACY

We are committed to protecting the privacy and personal information of customers. We do not store your credit card details on our server. All credit card purchases are processed through a secure payment gateway. We also do not rent, sell or distribute our customer base or newsletter subscribers to anyone.

For more information, see our Terms & Privacy notice.

How do I unsubscribe from your newsletter?

You can change your preferences or unsubscribe at any time via the the link in our newsletter footer, or by emailing us at [email protected].