Aritzia Customer Care: A Practical, Expert Guide

What Aritzia Customer Care Covers and Where to Start

Aritzia’s Customer Care supports online orders, returns and exchanges, shipping and tracking, product questions (fit, fabric, care), gift cards, and boutique services. The fastest starting point is the Help/Customer Care hub on aritzia.com (find it via the footer link on the site’s homepage). From there you can launch Live Chat, submit a request, or access policy pages and sizing guides.

Founded in 1984 in Vancouver, Canada, Aritzia now operates 100+ boutiques across North America, so care options span both digital and in-store assistance. For boutique-specific questions (availability, holds, styling appointments), use the Store Locator on aritzia.com to find the address, hours, and phone number of your nearest boutique. For order-related issues, online channels are usually more effective because they connect directly to your online order details and shipment records.

How to Reach Aritzia (Fastest Channels, What to Use When)

Live Chat on aritzia.com is typically the quickest way to resolve order-related questions or time-sensitive issues such as address corrections shortly after checkout. Chat agents can verify details tied to your order number, advise on return status, and help with troubleshooting (e.g., tracking links that aren’t updating). Chat availability and wait times vary by day and season, and are posted directly in the chat window.

If your matter is not urgent—or you need to attach multiple photos or documents—submit a request via the Customer Care web form from the Help section. This is ideal for reporting defects, missing items, or refund discrepancies because you can include clear photos of tags, packing slips, and the item itself. For boutique-level questions (e.g., “Is size 6 in Wilfred Effortless Pants available at my store?”), call the store listed in the Store Locator on aritzia.com, or visit in person for real-time stock checks and try-ons.

Contact Checklist (what to include for a first-pass resolution)

• Your order number (from the email confirmation or your account), full name, and the email used at checkout
• SKU/style name, color, and size of the items involved (found on the product tag or your order details page)
• Clear photos for quality/defect claims: entire item, close-up of the issue, interior care label, and hangtag
• For returns or exchanges: the return tracking number if you’ve already shipped the item back
• For delivery issues: photo of the outer shipping box, packing slip, and any carrier delivery notice

Returns, Exchanges, and Refunds (What to Expect)

Aritzia requires items to be in original condition with tags attached to qualify for a return or exchange. The allowable return window and whether you receive a refund to original payment, merchandise credit, or exchange depend on the policy in effect for your purchase date and whether the product was marked Final Sale at checkout. Always check the policy and dates on your receipt and on the Customer Care pages of aritzia.com before sending anything back. Items explicitly labeled Final Sale are not eligible for return or exchange.

If you return by mail using Aritzia’s prepaid label, any applicable return shipping fee (when not waived by a promotion) is typically deducted from the refund. Original outbound shipping fees, if any, are generally non-refundable. Once a return is processed at the warehouse, refunds to a card can take several business days to appear, depending on your bank’s processing times. Keep your return tracking number and watch for the carrier scan that confirms the package is in transit; this helps Customer Care locate your parcel if processing seems delayed.

Shipping, Tracking, and Order Changes

Delivery times vary by destination and shipping method shown at checkout. You’ll receive an email with an order number and a second email with tracking once the order ships. Carriers may include UPS, FedEx, or national postal partners depending on your address and the service level selected. If tracking appears stalled, allow a short grace period during high-volume seasons (for example, late November) and then contact Customer Care with your order number and the tracking ID.

Because Aritzia prioritizes fast fulfillment, orders often move to packing quickly and cannot be edited once processing begins. If you made an error (address line, color, size), use Live Chat immediately—speed matters. If edits are not possible, Customer Care can advise on the best path (e.g., refuse delivery, place a corrected order, or initiate a return once delivered, subject to policy).

Sizing, Fabric Care, and Quality Concerns

Each product page on aritzia.com includes a size guide, fit notes (e.g., “relaxed” vs. “classic” fit), and fabric composition. If you’re between sizes or converting from another brand, share your measurements and typical sizes with Customer Care or an in-boutique stylist; they can compare exact garment measurements across Wilfred, Babaton, Tna, and other Aritzia brands to zero in on the right fit. For repeat styles that evolve year to year, ask whether any pattern or fabric adjustments were made in the current season.

Follow the care label precisely—especially for wool, silk, cashmere, and down-filled pieces like The Super Puff. Many premium fabrics require hand wash, delicate cycles, or professional cleaning to maintain shape and finish. If you believe an item is defective, document the issue as soon as you notice it and contact Customer Care with photos and your order number. Normal wear and tear (pilling from abrasion, color transfer, etc.) is different from a manufacturing defect; clear photos help the team assess quickly.

In‑Boutique Services and When to Visit a Store

For immediate try-ons, styling, or to see fabric and color in person, visiting a boutique can save time. In-store staff can pull sizes, suggest alternatives across brands, and advise on care. If you plan to exchange an online purchase in person, bring the item with tags and your digital or printed receipt. Policies for in-store returns of online orders can vary by region and time period; staff will walk you through your options.

During peak seasons, boutiques may operate with lineups for fitting rooms and returns. To streamline your visit, call ahead using the phone number listed in the Store Locator on aritzia.com to confirm hours and ask about stock for key items. If your goal is a specific pant hem or jacket fit check, wear the shoes and layers you plan to pair with the garment to make sizing decisions more precise.

Pro Tips for Smooth, Speedy Resolutions

Start with Live Chat for urgent order issues, and the Customer Care web form for cases needing photos. Keep everything together: original packaging, tags, packing slip, and the shipping label. If you use a prepaid return label, drop the parcel at the carrier within the timeline shown on your return authorization so tracking activates promptly. Save all carrier receipts until your refund posts.

When you message Customer Care, be specific: “Order 12345678—requesting exchange from size 4 to size 6 in Wilfred Effortless Pant, Black, item code XYZ; return label used 2 days ago via UPS tracking 1Z…; photos attached.” Specifics reduce back-and-forth and often lead to a first-response resolution.

Information to prepare before contacting Customer Care

• Order number, full name, and email used at checkout (or Aritzia account email)
• Exact item details: brand line (e.g., Wilfred), product name, color, size, and any style/SKU code
• Timeline: order date, delivery date, when issue was noticed, when return was shipped (if applicable)
• Supporting proof: photos, tracking number, boutique name if handled in-store
• Your preferred outcome: refund, exchange (with replacement size/color), or store credit

For the latest policies, promotions (such as free shipping thresholds), and contact options, always refer to the Customer Care section on aritzia.com. Policies can change, especially around seasonal events, and the website will reflect the current terms that apply to your specific purchase date and region.

Does Aritzia take back damaged items?

For all returns or exchanges:
Items must not be washed, worn or damaged. All original tags must be attached. You must present a valid receipt. Swimwear liner must be attached.

Does Aritzia not refund?

RETURNS. You can receive a full refund within 14 days from the shipping date or merchandise credit on an eGift Card within 30 days from the shipping date. After 30 days, we will no longer accept returns.

Does Aritzia do free repairs?

Did you know Aritzia will repair any rips, holes, or tears in the seams of your clothes? And if they cant fix it they will replace it!

Does Aritzia do replacements?

Online purchases can be exchanged in store and through Concierge within 30 days from the shipping date. For support with online exchanges, you can either start a live chat, call 1-855-ARITZIA (2748942) or email us.