Customer Service

ORDERS

Merchandise available on shopsydneys.com is subject to change. 

On-line orders are processed within 24 - 48 hours of receipt and confirmation.  Upon completion of on-line orders, an email confirmation will be sent and tracking information will be forwarded.  

On-line orders will not be processed on public holidays or weekends. For orders received on Friday or over the weekend, they will be processed on the following Monday.  Please plan accordingly.

All shipping services will include a tracking number and insurance.  Shipments will be shipped using UPS standard service. 


TAX

Applicable provincial sales tax applies to all Canadian orders.


REGISTRATION

Upon checkout, customers are required to create an account and six character password. 

Registration is required to complete any transaction on shopsydneys.com 

Returning shoppers can log into their accounts and view/manage orders, profile/information, and wish list items.


FORGOT PASSWORD

In the case that you forget you password, hit the "forgot password" option located below below the login button.


CHECKOUT

Upon checking out, you will be prompted to create or sign into your account. You will be able to make changes to your cart until the order is confirmed.

Shopping at shopsydneys.com is safe. Personal information provided on shopsydneys.com is transmitted through a secure server using Secure Socket Layering (SSL) encryption technology. For more information, please consult the privacy policy section.


PAYMENT

Shopsydneys.com uses Paypal as our online payment processor. Shoppers are directed to the PayPal site to process their encrypted payment, and returning them to shopsydneys.com when complete. 

A Paypal account is not required to provide payment. For those customers who do not have a paypal account, once you are on the Paypal checkout screen, simply select the "Pay with a debit or credit card, or Bill Me Later" option. From there, you can enter in your payment information and complete the transaction.

Payment is accepted by Visa, Mastercard or Paypal by signing on with your Paypal account. 


SHIPPING RATES

Please be advised that for all US and International purchases, Sydney's is not responsible for any Cross – Border fees (Customs/ Duties etc.) which may be incurred. Any additional fees after an order has left Sydney's are the responsibility of the purchaser.

UPS Standard Shipping*
2 - 5 Days Canada / 2 - 5 Days USA
* Not available for shipments outside of North America

Canada
$0.00 - $249.99      $20.00
$250.00 - $499.00  $25.00
$500.00 - $999.00  $30.00
$1000.00 +             Complimentary

USA
$0.00 - $249.99     $20.00
$250.00 - $499.00 $25.00
$500.00 - $999.00 $30.00
$1000.00 +            Complimentary

WORLDWIDE (Canada Post Xpresspost Shipping, 3 - 7 days)     $80


SHIPPING COSTS, METHODS AND DISCLOSURE

Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from shopsydneys.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

Refused Shipments: If you decide to refuse any shipments from shopsydneys.com, you are responsible for the original shipping charge to you, and the cost of returning the package to Sydney's. This amount will be subtracted from your purchase refund.


Orders May Be Delayed for the Following Reasons:

  • Severe weather and acts of god can delay an order from UPS. This can include snow storms, tornados, twisters, severe rain warnings, severe cold or other unforeseen events which prevent UPS from making the delivery according to the guaranteed times. Shopsydneys.com is not responsible for delivery under these type of circumstances.
  • Public holidays or weekends
  • “Bill To” and “Ship to” addresses are not the same.
  • Order is pending a credit approval and fraud verification.
  • A product is currently out of stock.


ON-LINE RETURN POLICY

Items marked final sale cannot be returned.

All sale merchandise is final sale and cannot be returned for exchange or refund. This applies to regular merchandise purchased with a promo (discount) code.  

Regular priced merchandise may be returned for a refund or exchange, based on the required conditions of return below.

On-line purchases may be returned or exchanged at our brick and mortar store within 14 days of the receipt date and accompanied by the original receipt.  

IN-STORE RETURN PURCHASES: For items purchased in-store, regular priced merchandise can be returned or exchanged with the original store receipt for store credit within 14 days of purchase.  Sale merchandise is final sale. The on-line return policy does not apply to items purchased in-store.  


REQUIRED CONDITIONS FOR RETURN

A Return Authorization number must be requested within 14 days of the order's delivery date.  All returns must be authorized by us prior to the return.

The item(s) must not be worn, altered or washed and be accompanied by original tags. Footwear must be accompanied by the original box in its original condition, without Post labels. We do not accept returns for underwear, socks and swimwear. We are unable to accept merchandise in any state that would prevent them from being sold as new.

Shipping fees are not refundable.

Returns should be sent to:

Sydney's 
682 Queen Street West
Toronto, ON
M6J 1E5
Canada

To return an item for a refund or exchange, please note and complete the following:

  1. Please contact us by email or phone to make a Return Authorization request. The return authorization number must be clearly written on the outside of the package.  Any returns received without a Return Authorization number or that do not comply with the above may be denied at the discretion of Sydney's.
  2. Securely pack and seal the return merchandise and original invoice in an appropriate shipping box or envelope (ideally the original package would be sufficient), and send back to us using an insured service to the return address. Insuring the package will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves. We are not responsible for missing packages. Sydney's does not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Sydney's.  Returns should be sent prepaid. Sydney's will not accept COD’s.
  3. Sydney's will inspect and verify the condition of the item once we receive the return. Items must be returned in the condition in which they were sent for a full refund. Returns take approximately 7 business days to process after we receive the merchandise. Sydney's will refund the full cost of the item EXCLUDING shipping, handling and insurance charges.
  4. Items must be returned in the same condition as they were sent from shopsydneys.com within 14 days from the date of SHIPMENT. Orders received after this date will not be accepted for refund, exchange or repair.
  5. Refunds will be made using the mode of payment used in the original purchase. Please allow 3 business days for your credit to appear on your statement after the applicable credit has been processed. Please note that Credit Card companies vary in the time a refund will show up on your account. 
  6. Sydney's will send you a confirmation email of your refund.

CUSTOMER CARE


For all inquiries regarding your order, status of your shipment or refund, you can contact us by email or phone.

Email customerservice@shopsydneys.com
Phone +1 416.603.3369 (during shop business hours, EST)