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Frequently Asked Questions

General FAQs

 

Are the prices the same online as in-store?
Am I able to buy all in store products online?
Can I order by phone?
How do I reset my password?
What are my payment options?
Can I use Harry Rosen Gift Cards online?
How can I check my gift card balance?
Do you ship outside of Canada?
What are your shipping times & costs?
Is same-day delivery available?
If I purchase online, but opt to Pick Up In-Store, do I have access to a Clothing Advisor?
Can I split my order so a portion is delivered to me, and the rest picked up in store?
What do I need to pick up my order? Can someone else pick up my order for me?
How long will my order remain in store for pick up?
Will I receive my entire order at the same time?

How do I track my order?
Can I change or cancel my order?
How long do I have to return an item?

 


 
Are the prices in-store the same as online?

Yes, the prices online are the same as at all of our 15 regular Harry Rosen stores.

 


 
Am I able to buy everything that I’d find in-store, online?

In many respects, harryrosen.com actually has a wider selection than any individual store. However, there are still certain items and brands that are only available in-store. A full list of brands and whether they are carried online or in-store only is available here.

 


 
Can I order by phone?

For security reasons we are not able to take credit card information by phone. However, if you are having any difficulties placing your order online please contact our Customer Service team for support.

 


 
How do I reset my password?

You can reset your password online by clicking here.

 


 
What are my payment options?

We accept all major North American issued credit cards: Amex, MasterCard and Visa.

We also accept online Interac (RBC, Scotiabank, TD Canada Trust), and Harry Rosen gift cards for online payment.

 


 
Can I use Harry Rosen Gift Cards online?

Absolutely! Our gift cards and electronic gift cards can be used online or at any one of our 15 store locations, plus the Outlet stores. To use a gift card online, simply enter your Harry Rosen gift card number and security code at the time of check out.

 


 
How can I check my gift card balance?

To check your gift card’s balance, go to our Check Gift Card Balance page. Then, enter your gift card number and security code and your current balance will be confirmed. You can also check your Gift Card balance during the online checkout process.

 


 
Do you ship outside of Canada?

At this time we only ship packages within Canada. We do not ship packages to the U.S.A. or internationally at this time.

 


 
What are your shipping times & costs?

Shipping charges vary, depending on the speed of delivery, and delivery time requested. Our standard shipping costs and timing are $8.00 and 2-4 days. Full details on costs and timing can be found here.

 


 
Is same-day delivery available?

Although we do not offer same day delivery, you can use the “Find in Store” button on the product page to see if the item is readily available to pick up at a convenient store. At checkout, you need to choose the Pick Up In-Store option. It’s possible your order will be ready the same day. The store will email you when the item is ready for pick up and if the merchandise is already in store, you can pick it up same day.

 


 
If I purchase online, but opt to Pick Up In-Store, do I have access to a Clothing Advisor?

Absolutely! In fact, we encourage you to connect with a Clothing Advisor in-store. Our Clothing Advisors are fully trained to offer menswear advice and expertise appropriate to any occasion and one would be pleased to assist you with your online purchases – any necessary alterations can be arranged, sizes adjusted, and returns can be made while you’re in store.

 

Many Harry Rosen customers appreciate the convenience of combining an online purchase with Pick Up In-Store.

 

Please note, that all purchases made at Harry Rosen are covered by our Ultimate Return Policy found here.

 


 
Can I split my order so that a portion is delivered to me, and the rest picked up in store or at another address?

No. Each order can only have one shipping or destination address.

 


 
What do I need to pick up my order? Can someone else pick up my order for me?

If you’re picking up your order personally, please bring your order or pick-up confirmation email (on your phone is fine). We also require, for security purposes, one (1) piece of valid, government-issued photo ID.

 

If a friend or colleague is picking up your order in-store, please be sure they have a copy (again, on their phone is fine) of your order or pick-up confirmation email. We ask that they provide two (2) pieces of valid, government-issued photo ID.

 


 
How long will my order remain in store for pick up?

We hold your order in store for 30 days. If it’s still in the store after 30 days, a member of our Customer Service team will contact you to confirm your options. Please note that standard shipping fees apply if the order is shipped to you.

 


 
Will I receive my whole order at the same time?

So that we may provide the widest possible selection of merchandise and deliver it to you as fast as possible, we fill orders from different locations. Your order will be shipped in as few parcels as possible, but you may receive more than one delivery to complete your order.

 

There will only be one shipping charge (if applicable). You will be advised of each shipment and you can track shipments through your order status.

 


 
How do I track my order?

You will receive notification by email for each shipment we send to you. To check the status of a specific order you can go here or sign in to your account and select "order status".

 

To check the status of your order(s), you must be signed in to your account. If you do not have an account, please contact Customer Service for order status, or for assistance in setting up an account.

 


 
Can I change or cancel my order?

Once your order is placed, we ship it as quickly as possible, so cancelling it may be difficult. If you do change your mind about an item, please call Customer Service at 1-800-917-6736 as soon as you can and we will make whatever changes are possible. You may see the original charge go through on your account (credit card or Interact).

 

It’s possible for us to take something out of your order, but we cannot add or substitute merchandise. Again, should you place an order and then change your mind please call Customer Service at 1-800-917-6736 as soon as you can, so that we can make any changes possible.

 


 
How long do I have to return an item?

We would appreciate receiving any returns within 30 days. If you’re unsure about a purchase, we encourage you to keep the tags on to make it simpler to return, get a refund, or exchange it for another item. We do whatever is required to give satisfaction. You can find our full Ultimate Return Policy here.

 


 

 

 

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