We've gathered the answers to many of your online shopping questions right here. If you have other questions, feel free to chat live with our specialists. They have the answers to everything!

Q&A

Are all products available in store also available at simons.com?
No. While many of the same products are available, our online selection is limited.

I saw something online that I can no longer find on the website. What happened?
It's possible that the item has been removed from the site due to stock levels or a change in season.

Can I still place an online order for an item that is not or no longer shown on your website?
No. For special requests or specific questions about our products, please call our customer service team at our toll-free number 1-877-666-1840. You may also send us an email or chat online with one of our agents.

 
Simons personalized services

Can I have my purchases wrapped in a Simons gift box?
We will wrap your items in a Simons gift box upon request, at no additional cost. Simply select the “This order is a gift” option in the “Checkout” section of the ordering process.

Can you send me more information about fashion and trends?
By signing up for the Simons newsletter, you can be sure to receive all of the fashion information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

 
Registration and personal account

Do I have to create an account before making an online purchase?
You are not in any way required to create an account before making a purchase online. Simply select the "Buy as a Guest" option to skip this step.

What is the difference between "signing in" and being "a guest?"
Creating an account on the Simons website acts as a shortcut. Your profile and information are safely stored, saving you from having to re-enter your information for future transactions. What's more, when you have a Simons Web account, your preferences, address book, and order status information are all saved under the "Account" section.
Please note that you can also modify or delete your account at any time by contacting our customer service at our toll-free number 1-877-666-1840.
When you shop "as a guest," you will need to fill out the order form for each transaction and re-select your preferences each time you visit.

Do I have to purchase items added to my shopping bag?
No. You are in no way obliged to purchase items added to your bag during your visit to our website.

How can I remove items from my shopping bag?
It's very easy to remove selected items from your shopping bag. Simply select the "My Bag" tab and follow the instructions.

Can I leave the Simons website if I have unpurchased items in my shopping bag?
Yes. You can leave the Simons website at any time you like, even if you have added items to your bag that you did not purchase.

 
Billing

Which payment methods are accepted at simons.com?
We accept the following payment methods:

  • Credit Card ( American Express, Visa and MasterCard)
  • Visa Checkout
  • Rewards cards and vouchers

How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, you must return the merchandise as soon as you receive it or call our customer service team at 1-877-666-1840. You may also send us an email or chat online with one of our agents.

 
Shipping

What are the shipping rates?
Shipping is free on purchases of US$100 or more. This offer is valid in the 48 contiguous United States only, on merchandise ordered via the website excluding taxes. Only US$10 for all other orders less than US$100.

When will my order be delivered?
Regular delivery takes 10 business days. Delivery times for certain online-only items could be longer.

Do you ship outside of the United States?
We only ship to the United States from simons.com, but our main website, simons.ca, ships exclusively to Canada.

I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping. You should expect to receive your order in 10 business days.

Can I have my order delivered to another address?
You may have your order shipped to any valid American address of your choice. Simply select "Shipping address different from billing address" in the first step of the purchasing process and follow the instructions.

Can I have items in the same order delivered to more than one address?
For the time being, items in the same order cannot be delivered to more than one address.

Can I track my package? How?
As soon as your order ships, you'll receive an email that contains a direct link to Canada Post's website that will allow you to track your package.

Can I make a purchase online and pick up my order in-store?
Unfortunately, it's not possible to pick up orders placed online via simons.com in store. However, it is possible to pick up orders placed via simons.ca in store. You simply have to select the store of your choice during the checkout process. You may be required to provide identification when picking up your order. Please note that online-only items cannot be shipped to store.

 
Returns and refunds

Can I get an instore refund for an item I purchased online?
It's not possible to return or exchange an item purchased online at simons.com in store.

Can I get a refund online for an item I purchased in store?
No. Items you purchase in store can only be refunded in store.

If an item isn't right for me, what do I do?
You must return the item to receive a refund. You must then submit a separate order for the new item you wish to purchase. Feel free to call our customer service team for assistance at our toll-free number 1-877-666-1840. You may also send us an email or chat online with one of our agents.

If I wish to make a return, will I have to pay shipping?
A US$5 flat fee applies to returns from the United States. Please note that returns totalling less than US$10 are not accepted on our website. A US$50 fee applies to mattress returns.

How long do I have to request an exchange or a return for items purchased online?
For regularly priced items, you have a period of 30 days following the date of delivery, and for sale items, you have a period of 10 days following the date of delivery.

Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.

 
Security and confidentiality

Are my purchases on simons.com secure?
Yes, absolutely. The simons.com website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. Even if you pay by credit card, you must provide your credit card number for each purchase. As an additional security measure, no confidential data is stored on our server.

 
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