Shipping & Returns

Shipping

Introduction

This Shipping Policy applies to all orders placed through our online yarn shop at entrelaces.ca (“we”, “us”, “our”)
We ship orders from Montreal, Quebec, to locations specified below

Order processing times
  • Orders are typically processed within 1–3 business days after payment has been received and confirmed.

  • Business days are Sunday to Thursday, excluding Quebec and Canadian public holidays.

  • If we experience a high volume of orders or an issue with stock, processing times may be slightly longer; if there is a significant delay in shipping your order, we will contact you by email when possible.
  • We currently ship from Montreal, QC to locations across Canada. We currently do not ship internationally.

  • Orders are shipped via Canada Post, using standard and/or expedited services as offered at checkout.

  • Available shipping options, estimated delivery timeframes, and prices are displayed at checkout based on your shipping address and the weight/size of your order.
  • Delivery time starts after the 1–3 business day processing period and depends on the shipping method you select and the destination.

  • Transit time estimates are provided by the carrier and are not guaranteed; actual delivery may be affected by carrier delays, weather, holiday peaks, customs processing (for international shipments), or other factors beyond our control.

  • Once your order has been shipped and handed over to the carrier, the shipment is under the carrier’s responsibility; however, you can contact us if you need help with tracking or if you have concerns.
  • After you place an order, you will receive an order confirmation email at the address you provided.

  • Once your order ships, you will receive a shipment confirmation email that may include a tracking number and a link to track your package, where tracking is available for your chosen service.

  • If you have an account on the Site, you may also be able to view your order and shipment status when logged in.
  • Please make sure your shipping address is complete and accurate; we are not responsible for non‑delivery or delays due to incorrect or incomplete addresses provided by the customer.

  • If a package is returned to us as undeliverable or unclaimed, we will contact you; reshipping may be possible, but additional shipping charges will apply.
  • If your order appears significantly delayed beyond the estimated delivery timeframe, please contact us with your order number so we can help investigate with the carrier.

  • If your package arrives damaged, keep all packaging materials and contents, and contact us as soon as possible with photos and your order details; we will work with you and the carrier in line with our refund/return policy.

  • If the carrier marks a package as “delivered” but you have not received it, check with your household, neighbors, or building management, then contact the carrier; you may also contact us so we can provide any available supporting information.

Returns

Returns are accepted within 14 days of delivery for most items, subject to the conditions below. By placing an order, you agree to these terms

Eligibility for returns
  • You may return unused, unopened, and resalable items in their original packaging with all tags/labels intact within 14 days of delivery.

  • Eligible items include yarn skeins and most accessories and clothing that have not been washed, cut, wound, or used.

  • Clearance/sale items are final sale and not returnable.

  • Items must be returned in the same condition as received; we reserve the right to inspect and refuse returns that do not meet these criteria.
  • To initiate a return, contact us within 14 days of delivery via email at info@entrelaces.ca with your order number, reason for return, and photos if applicable. We will provide a return authorization (RMA) and shipping instructions.

  • Returns must be postmarked within 14 days of your return approval email. You are responsible for return shipping costs unless the item is defective or we sent the wrong product.
  • Once we receive and inspect the returned items, we will process your refund to the original payment method within 5 business days.

  • Refunds include the item price (excluding original shipping); return shipping is not refunded unless due to our error.

  • Partial refunds may apply for items not in resalable condition or missing components.
  • If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery with photos and your order details.

  • We will cover return shipping and issue a full refund or replacement at no cost to you, after inspection.

  • For transit damage, file a claim with the carrier if possible, and notify us immediately.
  • Exchanges are available for a different size/color of the same item, subject to availability, following the same return process.

  • Shipping fees apply for exchanges unless due to our error.

Changes to this Shipping & Return Policy

We may update this Shipping Policy from time to time to reflect changes in our carriers, rates, destinations, or internal processes.
 Any updates will be posted on this page with an updated “Last updated” date, and will apply to orders placed after the revised policy is posted.

Contact us

If you have questions about shipping/returns, or need help with an existing order, please contact:

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