EMPIRE RETURN POLICY
You have 30 days to return an unused product including sale items that are NOT marked as Clearance Items. All merchandise must not be worn, altered, or washed before it is returned.
The majority of orders are shipped in an Empire resealable bag. To return/exchange a product, once you have requested an RA Number with our Customer Service department, Simply place the item being returned in the bag, then peel off the strip and press the flap down to seal the package. If your order was shipped in an Empire cardboard box simple reuse the same box. Simply stop by a local post office to select your shipping method and pay the returning fees. Return shipping fees are to be paid entirely by the customer.
GETTING YOUR RA NUMBER
Each refund request must be assessed by our online store Customer Service department. Before returning a product, you must get a return number (RA#) from our Customer Service. Please contact us at (firstname.lastname@example.org) to get a RA number before sending products back.
EXCHANGE A PRODUCT
All returns identified with a valid RA number will be refunded once they are received and treated at our offices. Shipping and handling fees are not refundable. If you would like to exchange the product you are returning for another size/color, we invite you to place a new order for the replacement of your choice. By proceeding this way, the replacement product will be reserved for you and it will be shipped to you without delays.
IN STORE EXCHANGES
With the presentation of your online store order receipt, unused products may be exchanged in our retail locations within 30 days following the reception of the order. It is also possible to exchange products for a store credit or an Empire gift card. No in store exchanges possible from December 24th to 30th.
*IMPORTANT: Products bought online cannot be refunded at our retail locations, only exchanged. Only unused products in their original box or wrapping will be accepted for an exchange. For tax reasons, product shipped outside of the province of Quebec will only be exchangeable for products of equal value and will not be creditable.
X-MAS GIFT EXCHANGE
Products purchased between November 10th and December 24th can be exchanged until January 31st if purchased online and January 8th if purchased in store.
BIKINIS & SWIM WEAR
We accept returns on bikinis and swim wear ONLY if the protection pad has not been removed and the Empire band/seal is still in place to prove the product has not been worn.
RECEPTION OF DEFECTIVE / DAMAGED ITEMS
It is your responsibility to inspect your package and merchandise immediately upon reception. In rare cases items may get damaged during transportation. It is imperative to contact our customer service within 7 days to report any damage or defective products and make arrangements for an exchange.
CLEARANCE ITEMS = FINAL SALE
Products marked as CLEARANCE Items have a final sale status and may thus not be returned.
PACKAGING PRODUCTS FOR A RETURN
Please wrap and protect original product boxes before shipping them back for a return. Shoes, snowboard bindings, boots or other products must be returned with their original box or packaging in their original condition, without postal labels, stickers or tape stuck directly to it.
Note: Repackaging fees will be charged if product is returned in a damaged box, or without its original box.