Need help? Email firstname.lastname@example.org for any questions or assistance.
Q. I can't process payments because of the error message "Something's gone wrong. Unable to process the payment because invalid data was supplied with the transaction." What does this mean?
A. When your payment is declined with that message, it means it was declined due to an address or ZIP code mismatch with the address on file. Please contact your bank or check your address info to match them.
B. If you live in an apartment make sure to write your address as so:
Apartment number - your street number and street name. ex: 100-1234 your street
*After checking those information above, if you are still struggling with the same error messages, please contact us by email: email@example.com with the subject line "Failed Transaction".
Q. Do you ship outside of Canada?
A. Unfortunately no, but we do ship anywhere within Canada.
Q. How long does shipping take?
A. Orders generally take 1 to 3 business days to process and ship. When orders are shipped, you will get email notifications from us! Expect shipping delays around all major holidays.
Q. How do I find the sizing for each item?
A. The sizing on each item may vary so we have a size chart next to every listing. If you still have questions about material, sizing or fit feel free to email us at firstname.lastname@example.org
Q. I have NOT received my order yet but I already want to make a return.
A. Please wait until you have received your order. Only then can we issue a return. See our return policy for all the details.
Q. I am missing my parcel although tracking information shows it has delivered already. What can I do?
A. Firstly, please contact Canada Post for missing parcels. Once all orders are shipped out from our store, missing parcels and items damaged in transit are the responsibility of Canada Post. Please visit our Shipping Policy page for further details.
Q. I sent an email to your customer service team, but haven't received anything back.
A. Generally, we respond to all emails within 1-2 business days. If you have not heard from us after a few days, please check your junk box or spam mail box.
* Recently, we have been experiencing email delivery failures specifically with Hotmail and SaskTel. If you are using these email providers, please provide us your phone numbers so we are able to call OR use another email address such as Gmail.
Q. Can I return something if it does not fit me?
A. Yes. You have 14 days after the received date to issue a refund. See our return policy for all the details. All Accessories, Bodysuits, Scarves and Sale Items are Final Sale. Shipping is non refundable.
Q. I want to place an order with curbside pickup. Can I just place an order?
A. Please contact us email@example.com first to check the availability of items you are interested in. Each store has different availability for certain items. Once we check that status, we will give you a code for curbside pickup.
Q. I placed an order and paid for shipping fees, but I actually want to switch my order to a curbside pickup. Can I change it?
A. Unfortunately, we are not able to change the shipping method once you place the order. Before you place the order, please check our Curbside Pickup Policy page for further details.
Q. I checked your online store and the item I want to purchase is in-stock, but I could not find it in a physical store. Why?
A. Each store has different availability and stock; we are not able to guarantee we have all sizes and colours of items in-store. Please feel free to call your closest store to ask for item availabilities in your requested size and colour.
Q. Does Spank Clothing design all of the clothing?
A. No we do not design the clothing. We are a boutique that carries multiple hand selected items from various brands.
Q. What is the best way to hear about flash sales and new arrivals?
A. Joining our email list is the best way to hear about all things Spank. Our subscribers find out about flash sales, new arrivals, restocks and much more before Instagram or Facebook.
Q. How can I create and share my Wishlist?
A. In order to create your own Wishlist, please create/ log into your account. You may add items in your Wishlist by clicking the heart button beside the "Add to Cart". Or you can go to Wishlist page. You may see the your Wishlist address there to share.