FAQ

We accept payment by credit card (Visa, Mastercard, American Express, Discover, Diners Club), Visa Debit, Mastercard Debit, and Paypal. We also offer Klarna, a buy now pay later service that allows you to split your purchase into 4 interest-free payments on eligible orders. For more information, click here.

We occasionally restock select items, depending on availability. To stay updated, we recommend subscribing to our newsletter, where we share restock alerts and new arrivals. You can also contact your local Suzy Shier store for real-time availability. To find a store near you, please click here.

Because we work to process your order as quickly and accurately as possible, we’re unable to change or cancel an order once it has been placed.

You can track your order by logging into your account and selecting Orders. You can switch between List or Gallery view. Both views will show your order number, status, and total.

Click on any order to see detailed information, including invoices and shipment updates as they become available.

While we make every effort to fulfill your entire order, occasionally, we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to out-of-stock merchandise, you will receive a cancellation e-mail and will be refunded for unshipped item(s).

Yes! You can pick up your order at any of our stores across Canada for free—even if the location doesn’t carry Le Château products. Simply select Ship to Store at checkout. For more information, click here.

You can find all available shipping methods, delivery timelines, and fees on our Shipping Information page. Please click here to view the most up-to-date details.

We currently ship within Canada and to the Continental USA.

• Canada: Standard shipping rates apply.
• Continental USA: Flat-rate shipping is $17.95.

We offer standard shipping for $3.95 on orders shipped within Canada.

Prestige members enjoy free standard shipping on orders over $99 to Canadian addresses.

You can also take advantage of our free Ship-to-Store option and pick up your order at any of our locations across Canada.

Find your nearest store location here.

Please note: Additional shipping fees may apply for shipments to Nunavut, Yukon, the Northwest Territories, or international addresses.

You can track your order by clicking the tracking link in your shipping confirmation email.

If you have an account, you can also log in and view your tracking details under Orders.

If your item arrived damaged, please contact us at customerservice@suzyshier.ca and our Customer Service team will assist you as quickly as possible.

If you made an error in your shipping address, please email customerservice@suzyshier.ca as soon as possible.

Please note: We can only update your shipping address before your order has shipped.

First, please check all areas where a delivery may have been placed, such as:

• Your community mailbox
• The front desk or mailroom if you live in an apartment or condo
• With a neighbor who may have accepted the package on your behalf

If you still cannot locate your order, please email customerservice@suzyshier.ca, and our team will assist you as quickly as possible.

We know you’re excited to receive your order, and we’re working hard to get your package to you as quickly as possible. Here’s what you need to know about our current shipping timelines and why your delivery may be taking longer:

Understanding Our Shipping Timelines

• Business days only:
  The 3–10 days listed on our shipping page refer to business days (Monday–Friday). Weekends and statutory holidays are not included.
• Processing time:
  Before your order ships, it must be picked and packed, which typically takes 1–3 business days. During peak or promotional periods, processing may take longer due to higher order volume.
• Distance from our warehouse:
  We ship from Quebec and Ontario.
  - Deliveries within these provinces typically arrive closer to 3 business days after shipping.
  - Deliveries to Western Canada, the Maritimes, or rural areas may take closer to 10 business days once in transit.
• Ship to Store timelines: For western Canada, Ship to Store orders may take up to 14 days (after processing) to arrive at the selected store.

We offer a 30-day return policy for online orders.

Return Eligibility Requirements
To qualify for a refund or exchange, the following conditions must be met:

• Return requests must be made within 30 days from the order date shown on the original invoice.
• Returns must be accompanied by the original invoice.
  - If you don’t have your invoice, you cannot return in-store.
  - Instead, you must initiate an online return and ship it back to our warehouse.
• Items must be in the same condition as when received.
• Merchandise must be in its original packaging, unused, unwashed, and have all tags attached.
• Items in the SALE / LIQUIDATION section are FINAL SALE and are not eligible for refunds or exchanges online or in-store.
• Gift cards, bodysuits, panties, shapewear, and earrings are FINAL SALE.
• If an item arrives damaged, we will replace it with the same item (if available). Please contact: customerservice@suzyshier.ca or customerservice@lechateau.com

No. Web Exclusive items cannot be returned or exchanged in-store. They must be returned by mail to our warehouse.

A $7 return shipping fee applies per returned order and will be deducted from your refund amount.
Returned items must meet all eligibility requirements to qualify for a refund.
If an item does not meet the eligibility criteria, it will not be returned to you and no refund will be issued.

How to Return by Mail

1. Access the Online Return Centre and enter your email address and Order Number to begin your return.
2. Select the item(s) you wish to return, choose a return reason from the drop-down list, and click Submit.
   - If an item is final sale or outside the return window, you will receive a message indicating it cannot be returned.
3. Once submitted, you will receive an email confirmation. Click the Download Shipping Label link to download and print your return label.
4. Include your original invoice inside the package.
5. Affix the shipping label to the outside of your package.
6. Drop off your package at any Canada Post location.

SUZY/LE CHATEAU, IN-STORE PURCHASE RETURN POLICY

NO REFUNDS. Exchange or store credit will be offered within 14 days of purchase for merchandise unworn with original receipt and all tags attached. Le Chateau dresses must have both Price and 'Read This' tags attached.

Le Chateau products purchased online or in-store can only be exchanged at Suzy / Le Chateau combo locations which can be found here.

No exchange or store credit available on earrings, intimate apparel or merchandise reduced by 50% or more.

Yes, as long as they meet all standard return eligibility requirements (within 30 days, unworn, with original tags and packaging, and accompanied by the original invoice).

We are not able to offer online exchanges. If an item doesn’t fit, we recommend returning your order and placing a new order for the correct size or style.

Once we receive your original item at our warehouse, we will process your refund. For full details, please see our Returns and Exchanges section.

All Suzy store locations will accept online orders of Suzy product(s) for return or exchange within 30 days of purchase.

Le Château products cannot be returned in-store and must be sent back to our warehouse using our Online Returns Centre.

Once your return has been processed, you can expect your refund within 5-10 business days.

Please note that your bank or credit card provider may require an additional 3–5 business days for the refund to appear in your account. If you have not received your refund after this time, please contact us at customerservice@suzyshier.ca and we’ll be happy to assist.

Refunds will be issued within 10 business days after we receive your returned items and confirm that they meet all eligibility requirements.

Refund Method

Refunds are credited back to the original method of payment used at checkout.

• PayPal or Klarna purchases:
  If you return your order by mail, your PayPal or Klarna account will be credited.
  Please note:
• Stores cannot issue refunds back to PayPal or Klarna for online purchases returned in-store.
• In-store returns for PayPal or Klarna orders will be refunded as store credit.
• If you paid with Klarna, you must continue making payments on your installment plan until it is fully paid, even while your return is being processed.

Non-Refundable Items & Fees

• Gift cards cannot be refunded or redeemed for cash.
• Shipping charges are non-refundable.
• Customers are responsible for all return shipping fees incurred during the return process.

Refund Approval

All refunds are subject to review and must comply with our full Return Policy.
We reserve the right to deny a refund if the returned item does not meet the eligibility criteria.

Price Adjustments

We do not offer price adjustments.
However, you may return your item within 30 days and place a new order if the item is still available.

Please note: The customer is responsible for any additional shipping charges, including the cost to ship the item back.

No—you do not need to create an account to place an order. You can check out as a Guest, and you'll also have the option to create an account once your purchase is complete.

However, creating an account offers several benefits, including:

• Faster checkout: Save your shipping and billing information for quicker future purchases.
• Saved shopping cart: Items added to your cart will be saved so you can return later.
  Please note: Saving items in your cart does not guarantee availability at checkout.
• Wishlist: Easily save and revisit your favourite items anytime.
• Newsletter access: Be the first to know about new arrivals, trends, exclusive promotions, and special offers.
• Order tracking: View your order history and track current orders from your account dashboard.

To register, please click here.

You can update your account information by visiting My Account in the top navigation. From there:

• To update your personal information, select Account Information.
• To change your billing or shipping address, go to Address Book and click Edit next to the address you want to update.
• To manage your newsletter preferences, select Newsletter Subscriptions, check or uncheck the subscription box, and click Save.

Absolutely! Click here to purchase an E-Gift Card and/or Classic Gift Card.

Coupon codes cannot be applied to sale or clearance merchandise, or combined with another coupon code or any site-wide promotion of 40% off or more.

Additionally, some coupon codes may be valid only for Suzy products or only for Le Château products. Please review the terms and conditions of your coupon carefully to ensure it applies to the items in your cart.

Yes! You can use your SPC card to receive 10% off your purchase in-store. At this time, SPC discounts are not available online.

Please note: Only current-year SPC cards are valid. For more details, visit www.spccard.ca for more details.

Yes! Your Prestige Card discount also applies to Le Château products. Just enter your Prestige Card number at checkout, or the discount will be applied automatically when you’re logged into your account. You can purchase a Prestige Card here.

Yes! You can use your Suzy gift card to purchase Le Château products, and you can even check out with items from both brands in a single transaction. Please note that our current gift cards are branded Suzy Shier, but cards featuring both brands will be available in the future. You can purchase a gift card here.

Le Château is now under new ownership and operates separately from the previous company, gift cards and credit notes issued before November 2021 cannot be accepted. For more information or assistance with an existing gift card or credit note, please contact customerservice@lechateau.com.

You can find our detailed size chart here. For the best fit, we recommend taking your measurements and comparing them to the chart. If you fall between sizes, we generally suggest sizing up for added comfort.

Le Château dresses and apparel tend to run slightly smaller than Suzy products. For the most accurate fit, we recommend checking the size chart for each brand and reviewing any fit notes or customer feedback on the product page. When in doubt, consider sizing up for Le Château items.

Fit can vary depending on the style and fabric of each item. We recommend checking the product reviews on the item’s page—customers often share helpful feedback about how it fits. You can also refer to our size chart and the product measurements listed on each product page to find your best fit.

Model details—such as height, measurements, and the size she’s wearing—are listed on most product pages under the product description. This information can help you get a better sense of how the item may fit your own body type.

At this time, we do not offer dedicated petite or tall sizing. However, our regular sizes accommodate a wide range of body types and heights. For the best fit, we recommend checking our size charts and reviewing customer feedback on each product page, as many shoppers share helpful notes about length and fit. If you have questions about specific measurements, our Customer Service team is happy to help at customerservice@suzyshier.ca.

Yes! The new Le Château dress collection was designed with our customers in mind and follows similar sizing specifications to the classic Le Château dresses you know and love. Most styles are available up to size XXL (equivalent to a size 18).

Web Exclusive items are available for purchase online only and are not available in stores.

Fabric composition and material details are listed on each product page under Product Details or Materials. You can also scroll to the Fabric & Care tab on the product page to review this information before purchasing.

Each garment includes specific care instructions on the sewn-in care label. For the best results and to keep your item looking its best, always refer to the care label inside the garment before washing or cleaning.

Details such as lining, stretch, and fabric opacity are usually included in the product description on each item’s page. If this information isn’t listed for a specific product, feel free to contact our Customer Service team at customerservice@suzyshier.ca and we’ll be happy to assist you.

If an item includes pockets, this will be noted in the product description. If it’s not mentioned and you’d like to confirm, please feel free to contact our Customer Service team at customerservice@suzyshier.ca.

All available colours and sizes are displayed on each product page. If a size or colour is sold out, it will appear greyed out or unavailable in the selection menu. For restock updates and new arrival alerts, you can also subscribe to our newsletter.

Certain content, images, or communications on this website may be generated or assisted by artificial intelligence technologies. All materials are subject to human review and oversight. Any resemblance to real-life individuals, locations, events, or existing artworks is purely coincidental.

Our store hours vary from one location to another. Please contact the location nearest to you for their hours of operation. Find our full list of stores here.

Due to the high volume of requests we receive from students, we are unable to provide personalized answers or project-specific information. Additionally, details regarding our business strategies and other corporate operations are considered confidential and cannot be shared.

Please email your resume to jobs@suzyshier.ca. Due to the high volume of applications we receive, only eligible candidates will be contacted.

We’re always excited to connect with talented fashion bloggers! If you’re interested in collaborating with us, please email social@suzyshier.ca and tell us a bit about yourself.

Be sure to include:

• The URL to your blog or website
• Links to your social media platforms (optional but helpful)
• A brief overview of your blogging experience or past collaborations

We look forward to hearing from you!

Unfortunately, we do not hold open castings for models. All of our models are selected through professional modeling agencies.

We do not currently offer franchising opportunities.

We do not offer wholesale purchasing on our products. All merchandise is sold exclusively through our retail stores and our official online store.

In July 2021, Suzy's Inc acquired Le Chateau, the iconic Canadian legacy brand. Suzy's Inc. saw a great opportunity to offer Suzy customers a complimentary collection to its occasion wear, daywear and workwear with a gorgeous selection of women's dresses, blazers, blouses, pants, shoes, bags, jewelry and much more. From chic and sophisticated to sexy and sultry, the Le Chateau collection has the perfect dress for any event. Two amazing Canadian brands, with one easy checkout.

For all other issues, please send an email to: customerservice@suzyshier.ca and a member of our team will get in touch with you within 2-3 business days.

Please note: Our customer support email is monitored Monday–Friday 9am-5pm with the exception of holidays.