FAQ

Frequently Asked Questions – Payment, Ordering, Security, Service & Warranty

Payment

What payment methods do you accept?
For your convenience, Evelyn Vancouver accepts the following secure payment methods:

  • Credit and debit cards (VISA, MasterCard, American Express, Maestro)

  • Shop Pay

  • Apple Pay

  • Google Pay

All transactions are processed in Canadian Dollars (CAD) through our secure Shopify Payments gateway.

How do I pay with a credit card?
Simply enter your card number, name on the card, expiration date, and the 3-digit CVC code during checkout.
Your payment is processed securely via SSL encryption, ensuring your information is fully protected.

Is payment secure?
Yes — shopping at Evelyn Vancouver is completely safe.
Our checkout uses 256-bit SSL encryption and PCI-compliant Shopify Payments, which meet the highest international security standards.
We never store or share your card information — your data stays private at all times.

Ordering

Will I receive an order confirmation?
Yes. Once your order is successfully placed, you’ll receive a confirmation email with your order number and details.

What if I have trouble completing my payment?
Try refreshing the page or clearing your browser cache, then repeat the checkout process.
If the issue persists, contact us at support@evelynvancouver.com and we’ll help you finalize your purchase.

Can I cancel my order?
If you’d like to cancel your order, please email support@evelynvancouver.com before 5:00 PM (EST) on the day of purchase.
Include your full name, order number, and order date.
If your order has already shipped, you can return it in accordance with our Return Policy.

Service & Warranty

What should I do if my product arrives damaged or defective?
If your item is defective or damaged on arrival, please notify us immediately at support@evelynvancouver.com and include photos of the issue.
We’ll review your claim and arrange a repair, replacement, or refund as appropriate under Canadian consumer law.

When does the warranty not apply?
Warranty coverage does not apply if:

  • The product was misused, altered, or not cared for according to instructions,

  • Damage occurred through normal wear and tear, accidents, or neglect,

  • Components such as zippers, buttons, or decorative elements were damaged through regular use.

This does not affect your statutory consumer rights under the Canadian Consumer Protection Act.

Contact Us

If you have questions about your order, shipping, or product care, contact our support team at:
📧 support@evelynvancouver.com

We aim to respond to all inquiries within 1–2 business days (Monday – Friday, Eastern Time).