Returns and Refunds

Spider Canada returns exist because ordering a printed piece without trying it on is a gamble, and we would rather you sent something back than kept a size that does not work. This page sets out what comes back easily, what does not, and how to get either one moving.

The window for a return, and anything that depends on where you are, is set out in your order confirmation. What follows is the part that is the same for everyone.

Spider Canada Returns That Go Through Without Any Fuss

• A piece that is unworn, unwashed and still has its tags on it.
• The wrong size, whether it arrived too big or too small.
• Anything that turned up marked, damaged or with a print that is not sitting right.

What Cannot Come Back

1. Anything that has been washed, even once and even gently.
2. A piece that has clearly been worn out of the house rather than tried on indoors.
3. Anything returned without its tags, since we cannot put it back on the shelf.

Starting a Return

Message us from the contact page with your order number and say which piece is coming back and why. You will get instructions for your address rather than a single generic label, because where the parcel goes depends on where it is coming from. Do not send anything back before you hear from us.

Swapping for Another Size

An exchange is handled as a return and a fresh order rather than a straight swap, which sounds clumsy but is faster in practice and keeps your size from being claimed by someone else while a parcel is in transit. Tell us the size you want when you write in, and we will tell you whether it is still there.

If a Piece Arrives Damaged

Photograph it before anything else, including the print and any packaging damage, and send those with your order number. That usually settles the whole thing in one exchange of messages. Do not wash a damaged piece before sending it back, because washing it moves it into the list above.

How a Refund Reaches You

It goes back to the method you paid with, never as store credit unless you ask for that instead. A few things are worth knowing before you count days on a calendar:

• A refund starts from our side only once the returned piece has arrived and been checked.
• Your bank or card provider adds their own processing time after we release it.
• A refund on a card sometimes appears as a reversal of the original charge rather than a new line.
• If the payment method has been closed since you ordered, tell us early, because that changes the route entirely.

Nothing here is meant to make a return difficult. If a piece is not right, write in and we will sort it out.

For anything this page does not answer, the contact page reaches a person rather than a form that goes nowhere.