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 can also send us an email or chat online with one of our agents.

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 under the Checkout section in the checkout 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.

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

What is the difference between signing in and checking out as a guest?
Creating an account on the Simons website acts as a shortcut. Your profile and information are safely stored so you don't have to re-enter your information for future transactions. What's more, when you hold 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 obligated to purchase items added to your bag while browsing 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.

Which payment methods are accepted at simons.com?
We accept the following payment methods:
Credit Card (Visa Credit & Debit, MasterCard Credit & Debit and American Express) 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.

What are the shipping rates?
Shipping is free on orders of US$50 or more before taxes for The Simons members. For non-members, shipping is free on purchases of US$75 or more. This offer is valid in the 48 contiguous United States only, on merchandise ordered via the website excluding taxes. For orders below the amount required to take advantage of free shipping, a flat fee of US$10 will be charged. A shipping surcharge may apply to certain items based on their size, weight, storage location, or destination. These fees are independent of the free shipping offer. Standard fees and surcharges will be added to the total of the bill before taxes. They are non-refundable and are excluded from all promotions.

When will my order be delivered?
Regular delivery takes 10 business days, however, due to circumstances beyond our control and for certain online-only items, longer delivery times are very likely to apply.

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, however, due to circumstances beyond our control, longer delivery times are very likely to apply.

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 be refunded for shipping and customs fees?
No, shipping and customs fees are non-refundable. The same is true for shipping surcharges applied to certain items based on their size, weight, storage location, or destination.

Can I track my package and if so, 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. A photo ID will be required when you come to collect your order. We encourage you to bring your reusable bags with you. There are fees for our bags in store in an effort to reduce the production of new bags. Please note that online-only items cannot be shipped to store.

How do I return items online?
Sign into your account and then visit the My Online Orders section to see your order history. Click “See Details” and then “Return Items” in order to start a return for the products that you do not wish to keep. You can also start a return request without signing in by clicking the “Returns” tab at the bottom of every page of our website. Next, enter your order number and the zip code of the billing address to start your return.

How do I exchange items online?
You must first make a return to be refunded for the merchandise. You can then place a new order for the item that you would like. Don't hesitate to contact our customer service team by telephone at 1-877-666-1840, by email at [email protected], or by chat.

Can I be refunded in store for a purchase I made online?
You can always exchange or return merchandise purchased online at any of our stores, with the exception of online-only items, which must be returned online.

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 I want to make a return, will I have to pay shipping?
A US$9.99 flat fee applies to returns from the United States. Please note that returns totalling less than US$10.00 are not accepted on our website. A return surcharge may apply to items based on their size, weight, storage location, or the distance they must travel. These fees are in addition to the US$9.99 base fee. If surcharges apply, they will be indicated in the item's product description. Return fees and surcharges are subtracted from the amounts reimbursed.

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. The Simons members enjoy an extension for the return of regularly priced items according to their tier.

Are there any non-refundable items?
Some items are ineligible for a refund or exchange because of their weight, size, or the nature of their content. These items are indicated as a “non-refundable item.” Return requests totalling less than $10 will not be accepted online.

Can I use a promo code in store like I can online?
Promotional codes can only be applied to purchases made online.

Can I apply a promo code to more than one order?
It depends. Certain codes are generated to be used one time on a single order. Other codes can be used more than once.

Can I use multiple promo codes on the same order?
No, multiple promotional codes cannot be used on the same order and offers cannot be combined with other offers.

Do promo codes have an expiry date?
Yes, promotional codes are only valid during a specific period of time. Certain codes have a fixed expiry date, while others are valid for a certain number of days after you've received the offer.

Can I apply a code to a purchase I've already made?
No, promotional codes can only be applied to your next online order.

How is the promo code applied to my bill?
For codes that offer a discount, the reduction is prorated and applied to each item according to its price. For codes that offer free shipping, the cost of standard shipping is not added to your total.

Are my purchases on www.simons.ca secure?
Yes, absolutely. The www.simons.ca 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.

I received a text message that asked me to provide my banking information. Should I trust it?
Under no circumstances will we ask you for banking information by text message or email. If you receive this type of request, it is a phishing attempt to obtain your personal information. Do not click on any links and delete the message.

I was asked to enter my credit card number on my phone's key pad when I made a purchase over the phone with an online customer service agent. Is this normal and safe?
Yes, absolutely. Our new system allows you to directly enter your credit card information on your phone's keypad, so it is no longer necessary to say your credit card number out loud to our agents.

I do not have a mobile phone, but I would like to purchase my items through an agent over the phone. Can I still do so?
Of course, any type of phone can be used.

I am worried that entering my credit card information on my phone's keypad will disclose confidential information. Should I be worried?
Absolutely not. Your information is directly and securely forwarded to our payment service provider. The payment option that we use masks the dual tone multi-frequency digits, which are never overheard by our customer service agents nor collected on a call recording system. Your payment information is never shared or transmitted by our computer systems.

Where can I find online-only items?
These products are integrated into the categories on our website.
They are easily identifiable by the phrase “Online only” written below the brand.
All Fabrique 1840 products are online only.

Are these items subject to shipping fees?
The same shipping policy that applies to items sold by Simons applies to online-only items. (There are exceptions, for oversized or heavy items, for example.)

Can these items be shipped to store?
Online-only items can only be purchased online for home delivery. Therefore, it is not possible to pick them up in store.

Can an order containing an online-only item be gift wrapped?
As these particular items come in various sizes and are shipped directly from the supplier, they cannot be wrapped in a Simons gift box.

Do you earn loyalty points on the purchase of an online-only item?
Yes. You can earn points on all purchases made using your The Simons account.

Can your rewards card be applied to the purchase of an online-only item?
Yes. You can use your rewards card on any online purchase.

What do I do if a product arrives damaged?
You can contact our customer service directly. The item will be replaced or reimbursed depending on the situation.