Where are our products made?
All of our products are designed in Montreal, Canada and handmade in Italy, Spain, and Brazil.
What size is right for me?
Please refer to our size guide to ensure you are ordering the correct size for you.
How often do you restock items?
Because we love to innovate and have fashion forward pieces, we rarely restock items. Often times similar versions of our popular styles may come back in the future, remade with new updates.
Items that are restocked will be specified as 'PRE-ORDER' on our website. While these items are available to purchase right away, usual order dispatch time may vary be between 4-6 weeks.
How do I get in contact with someone from customer service?
Our customer service team is available to assist you with any questions or concerns via email at email@example.com or directly through our website contact us. Please note that our customer service team is available Monday-Friday 9:00am-5:00pm EDT and a response may take up to 3-5 business days.
*Please note that our store staff have limited access to information regarding online orders. For this reason, any questions related to online orders should be directed to our designated customer service team as they are best suited to serve you.
How can I cancel my order?
Unfortunately once an order has been finalized, we cannot guarantee cancellation. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order in accordance with our exchange and return policy once it has been delivered in the event that a cancellation is not possible.
*If you urgently require a cancellation we suggest contacting customer service team as soon as possible by sending an email to firstname.lastname@example.org with ‘CANCELLATION’ and your order number in the subject and we will do our best to accommodate your request.
I have ordered the wrong item, can this be changed?
Unfortunately once an order has been finalized, we cannot guarantee any changes can be made. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order in accordance with our exchange and return policy once it has been delivered.
*If you urgently require an order edit we suggest contacting our customer service team as soon as possible by sending an email to email@example.com with 'ORDER EDIT' and your order number as the subject line and we will do our best to accommodate your request.
I am missing items from my order.
Please note that some of our orders are fulfilled from different locations and thus may be sent in multiple shipments. It is possible for you to receive parts of your order, while others may still be processing. If you still believe you are missing an item from your order, get in contact with our customer service team at firstname.lastname@example.org Please include a photo of all of the items you have received, the name of the item(s) you are missing, and your order number.
I have received a defective item.
If you believe you have received a faulty item, please send photos of the defect as well as photos of the sole of the shoe and a description immediately to email@example.com so that this can be resolved as soon as possible.
*Please note that all our goods are handcrafted, this can lead to minor variations, making each pair unique. Additionally, ensure you have read the product description of each item carefully before purchasing.
How do I use my gift card?
There is a ‘gift card or discount code’ box on the checkout page where the code can be applied. Don't forget to click 'apply' to ensure that the code is applied to your order before you proceed to the next page.
Can I be refunded a price difference?
Price adjustments may be applied on full-priced unworn merchandise in it’s original packaging and with a valid receipt within 10 days of the purchase.
All adjustments will be credited back to your original tender. Not applicable on sale, promotional or discounted items.
Why was my order cancelled?
Our quality control team works hard to ensure that all items that are shipped out are up to standard. There could be a number of reasons that an order is cancelled. For example, the item(s) in question may be damaged or the order may have been flagged as fraudulent. Should you have any questions with regards to an order cancellation please feel free to contact us.
What courrier will my order be shipped with?
Shipments within Canada are shipped with Canada Post.
United States & International orders are shipped with UPS.
When will my order be shipped?
Due to an increase in order volume during the COVID-19 Pandemic, you may experience a delay in processing. We apologize and appreciate your patience while we work to enhance our online capabilities during these unprecedented times. Most orders are typically processed within 2-5 business days.
I did not receive a confirmation or tracking email from you.
Confirmation emails are sent automatically upon purchase. However, emails with tracking information are only sent once an order has been processed and shipped.
Still haven't received a confirmation email? Please be sure to check your junk/spam folder as these emails may go directly to this folder. If you think you may have entered the incorrect email address at the checkout, please contact our customer service team and they will be able to update and resend this email for you.
When will I receive my tracking details?
Tracking information is sent to customers only once their order has been processed and shipped. Please allow up to 24 hours for this tracking number to update. Note that some orders may be shipped in multiple packages, for this reason you may receive different tracking numbers corresponding to different items in your order. Should you have any additional questions about your tracking please feel free to contact our customer service team.
My tracking indicates that my order has been delivered but I do not see it.
Your parcel may be automatically left in a safe location where you live, please be sure to check your mailbox and surrounding areas (behind garbage bins, with building concierge, at an alternative entrance etc.) If you are still unable to locate your order, please get in contact with the courier as soon as possible, as they may be able to clarify where your parcel has been delivered to and where the driver has left your order. If you are unable to get in touch with the courier company directly, please let us know and we will contact them on your behalf.
I put the wrong shipping address, can I change it?
L'intervalle will ship ordered products to the address input by clients at checkout. This address is indicated in the order confirmation. We are not responsible for incorrectly input information. Please be sure to include apartment numbers when relevant, as any missing information may delay the delivery of your package.
Unfortunately once an order has been finalized, we cannot guarantee any changes can be made. Due to the high volume of orders we ship out daily we work to ensure all orders are packed and dispatched as quickly as possible.
*If you have placed your order using the incorrect address, please get in touch with us as soon as possible by sending an email to firstname.lastname@example.org with ‘ADRESS CHANGE’ and your order number in the subject line as soon as the order has been placed, and we will do our best to accommodate your request.
What does Return to Sender mean?
If a package is being 'Returned to Sender' it means that the courier either made multiple attempts to deliver your package, or has insufficient/incorrect information to do so (missing apartment number, incorrect postal code etc). Our customer service team will always reach out to a client once a package has been returned to our warehouse. If we do not receive a response within 10 days of reception, we will assume that the customer does not want the order re-shipped and we will issue them a gift card.
My package is lost, what should I do?If you believe your package is lost in transit, we encourage you to contact the courier for any additional information. In the event that your package is lost, we will do everything we possibly can to assist you. We are not responsible for packages once proof of delivery has been provided by the courier.
IN STORE LOCAL PICKUP
How do I know when my order is ready for pick up?
Please allow 2-4 Business days for the order to process. Once the order is ready for pickup, you will receive an email notification which includes instructions for how and when to pick up your order.
What information do I need to pick up my order?
All clients picking up online orders in store must come prepared with their confirmation email and a valid photo ID. This ID must match the name that the order was placed under.
EXCHANGES & RETURNS
How can I process an exchange?Online purchases can be exchanged either in store or by mail. Our exchange and returns policy is applicable for online purchases that meet the following criteria:
- Must be within 10 days of delivery date (please refer to the tracking number of your order).
- Merchandise must be unworn and intact.
- Merchandise must be in original packaging.
- Customer must provide original receipt.
For specific details regarding how to process an exchange please consult our exchange and return policy.