Frequently Asked Questions
Frequently Asked Questions
Find What You're Looking For:
Online Ordering
Are the prices in-store the same as online?
Yes, the prices online are the same as all of our 14 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. Please note, resetting your password will also reset your FinalCut account password.
What are my payment options?
We accept all major North American issued credit cards (Amex, MasterCard, and Visa), as well as Klarna payment services.
We also accept Harry Rosen gift cards and CLUB HARRY points for online payment.
Can I cancel my order?
Orders are processed quickly to ensure timely shipping. If you need to cancel your order, please contact our Customer Care Team as soon as possible. Once an order has shipped, it can no longer be changed or cancelled.
Can I change the size, add or cancel an item on my order?
We are unable to make modifications such as changing styles, sizes, or adding additional items. However, if your order has not yet been fulfilled, individual items may still be cancelled.
Can I change the address on my order?
Addresses cannot be changed after an order is placed. To ship to a different address, the order must be cancelled and reordered using the correct shipping/billing details.
I used a third-party rewards program when placing my order. Will an exchange affect my rewards?
As an exchange requires the original purchase to be returned, any rewards programs associated with the original order may be impacted, including the removal of any earned points or cashback.
Why is my address not being accepted at checkout?
When entering your address, a drop down menu will appear: select your address from the drop-down menu to auto-fill your information. If issues persist, please contact Customer Care.
Why was my order canceled?
All efforts will be taken to source items from your order. Orders may be canceled if items are damaged or become unavailable due to inventory discrepancies.
What can I do if I am experiencing techincal difficulties on your site?
If you’re experiencing technical issues on our website, try switching to a different browser or clearing your browser’s cookies and caches, then refreshing the page. If the problem persists, please contact our Customer Care team for assistance.
My return was refunded in-store to customer credit, can I use it online as a method of payment?
Customer credit is valid for in-store purchases only and cannot be applied to online orders.
How long do I have to return an item?
You may return items purchased from a Harry Rosen store or harryrosen.com for a refund within 30 days from the date of in-store purchase, delivery date, or the date ordered items are available for in-store pick up. You can find our full Return Policy here.
All items purchased at 60% off or above are final sale and no returns will be accepted.
Can I add items to a wish list?
Yes! We love our easy-to-use wishlist feature. To add items to your wishlist, simply look for the ‘star’ icons on an item’s individual product page or preview page. You can find the ‘star’ icons either directly to the right of a product image or beside the “Add to Cart” button on its product page. Check on all the items in your wishlist by visiting your wishlist page, which you can find by clicking the ‘star’ icon in the top-level navigation bar.
Shipping
Do you ship outside of Canada?
Currently, we only ship packages within Canada. We do not ship packages to the U.S.A. or internationally.
What are your shipping times & costs?
Shipping times and charges vary depending on the shipping service selected at checkout. We offer free Standard & Expedited shipping on all orders $250+. Standard orders ship in 2-8 business days, and Expedited orders ship in 1-3 business days for most of Canada. Full details on all shipping costs and delivery can be found here.
Will I receive my whole order at the same time?
In order to provide the widest possible selection of merchandise and deliver it to you as fast as possible, we may 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). An email will be sent each time part of your order is filled.
How do I track my order?
To check the status of any Harry Rosen order, you may visit the My Orders tab under your profile or click the following link : My-orders
What should I do if my order is missing?
If you received a delivery notification but can’t locate your order after 2 hours, please contact Customer Care for assistance.
How do I check the status of my in-store order?
For updates regarding an in-store order, please reach out to your in-store advisor for assistance.
Buy Online & Pick Up In-Store
Can I buy online and pickup in store?
Yes, from the cart summary screen you can choose to pick up the items from a store and select the store location. The full order will be sent to the selected store, an order cannot be shipped to multiple addresses.
Our Outlet by Harry Rosen locations are not eligible for pickup of online orders.
If I purchase online, but opt to Pick Up In-Store, do I have access to a Style Advisor
Absolutely! In fact, we encourage you to connect with a Style Advisor in-store. Our 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.
How long will it take for my items to be ready for pickup?
Wherever possible items will be filled from the selected pickup location and will be ready quickly; however, some items may need to be shipped-in from alternate fulfillment centres. An order could take up to 5 days to be complete and ready for pickup. You will be emailed once all your items are all available.
How do I pick up my order?
1) Please wait until you receive a ‘your order is ready’ email notifying you that all items are ready to be picked up before proceeding to the store.
2) Once you have received this email, we encourage you to use the ‘book appointment’ button to let us know which day you are coming to the store.
3) Please bring ‘your order is ready’ email, printed out or on your device, along with a piece of government-issued ID.
In-Store Pickup –– Please proceed to the service desk, unless otherwise marked, and an associate will assist you.
Can someone else pickup my order for me?
To ensure that your order is securely handed over to the right person, we require that you pick up your own order. Please have a piece of government issued photo ID available with the name and billing address that appears on the order.
How long will my order be held in-store?
We will hold your order in-store for 14 days from the date it is ready for pickup. After 14 days any items not picked up will be returned to your original method of payment.
Bloor Store Relocation
I didn't pick up my Bloor Street order or alteration before the move. Where do I go now?
No problem — head to our new flagship at 153 Cumberland Street, where your order or alteration is ready and waiting for you. If you have any questions, please contact your Style Advisor or our Customer Care team at customercare@harryrosen.com or by phone: 1-800-917-6736.
I placed a BOPIS order at Bloor Street. Can I still pick it up?
Yes — all outstanding BOPIS orders from our Bloor Street location are now available for pickup at our new flagship at 153 Cumberland Street, Toronto. If you need assistance locating your order, please contact your Style Advisor or Customer Care at customercare@harryrosen.com or by phone: 1-800-917-6736.
Where is the new Harry Rosen Yorkville flagship?
Our new flagship is located at 153 Cumberland Street, Toronto — just around the corner from our former Bloor Street location, in the heart of Yorkville. We look forward to welcoming you home.
Alterations
What types of alterations does Harry Rosen offer?
We offer premium clothing alteration services for several types of garments, including suits alterations. Basic alterations are complimentary for CLUB HARRY members and we offer special perks for higher-tiered members.
Are alterations only for CLUB HARRY members?
No, non-members can also take advantage of our alteration services for garments purchased at Harry Rosen at an additional cost.
Are there any extra fees I should be aware of?
If you want to shorten a jacket, add surgeon’s cuffs to an item, or alter something you purchased from a Harry Rosen Outlet store, additional fees will apply.
How do I book an appointment for alterations?
You can schedule your appointment quickly and easily through our online booking system, or in-store with one of our style advisors. If you already have a personal style advisor with us, you can book with them directly through their booking link.
How long do clothing alterations usually take?
Most clothing alteration services can be turned around in one week. However, the pricing and timeline depends on the quantity of garments, the complexity of the tailoring, and whether or not you have priority in the queue. Some alterations may take 10 days to 2 weeks to complete.
Do I need to bring anything to my alteration appointment?
Yes, make sure to have your original receipt or order confirmation on-hand. We require your personal information on file to complete the alteration.
Do my garments need to be cleaned before an alteration appointment?
Yes, please! To keep things sanitary and comfortable for both you and our team, we can only alter garments that have been freshly cleaned. If a piece has been worn, it needs to be dry-cleaned before your appointment so we can start working on your adjustments as soon as possible.
Can I return an item after it’s altered?
Once a piece is tailored to you, it can’t be returned or exchanged.
Can I have my purchase from Harry Rosen Outlet store or FinalCut altered?
Alteration services are also available for a fee at Harry Rosen stores for merchandise purchased from Harry Rosen Outlet stores or FinalCut. Customers must have their original purchase receipt or order confirmation on-hand to be eligible for alterations. Please allow 1 to 3 weeks for these alterations; individual stores will provide specific details. Pricing information is available in-store.
Are there any Harry Rosen stores that don’t offer alteration services?
Alterations are available at all Harry Rosen stores. Alteration services are not available at our Cross Iron Mills and McArthur Glen outlet locations. Find alterations near me.
Gift Cards
Can I use Harry Rosen Gift Cards online?
Absolutely! Our gift cards and electronic gift cards can be used online, at any one of our 14 Harry Rosen store locations, or our 3 Outlet by Harry Rosen locations. To use a gift card online, simply enter your Harry Rosen gift card(s) number and security code at the time of check out.
Can I purchase a physical gift card online?
Yes, you absolutely can! Just visit our Online Gift Card Purchase Page and we’ll ship your new gift card to your desired address as soon as we can. Additionally, virtual gift cards can also be purchased online. As always, you can also do things the old-fashioned way and purchase a physical gift card at any one of our 14 Harry Rosen store locations, or our 3 Outlet by Harry Rosen locations.
How do I check my gift card balance?
If you would like to check your digital gift card balance please visit our Gift Card Balance page. To check your balance of your physical gift card or gift cards without 16 digits, please contact Customer Care or visit us in store, and a member of our team would be happy to assist.
How can I redeem my 6 digit gift card?
For physical gift cards, you may redeem in-store. For virtual gift cards, please contact our Customer Care team.
Garment Bags Recycling Program
Who is TerraCycle®?
TerraCycle® is a highly-awarded and globally-recognized recycling company that strives to keep trash out of landfills or from incineration by providing waste solutions and finding second lives for product waste.
What happens to my garment bag once Harry Rosen takes it back?
Harry Rosen garment bags are recycled and transformed into new items such as mattresses, pet bedding, and sports equipment.
Can I only return Harry Rosen garment bags?
In an effort to reduce our carbon footprint, our national recycling program is brand-specific, which means we’re exclusively accepting the returns of our own Harry Rosen garment bags for recycling.
I’m at a store location and unsure where to go with my garment bag, what should I do?
Please head to our front desk and speak to an advisor about taking back your garment bag. They will simply take your bag and process the Green TerraCycle Rebate® to your CLUB HARRY account.
How many garment bags can I return?
Harry Rosen encourages you to recycle all your garment bags (overnight or pant) through our program, however, we only distribute one Green TerraCycle® Rebate per day per customer and to a maximum of four times per month.
Can I drop off my garment bag at any Harry Rosen location?
Yes, all Harry Rosen locations accept any Harry Rosen garment bags to recycle for you. However, our Harry Rosen Outlet locations will not accept garment bag returns.
How does the program work?
Harry Rosen will accept back any of your used Harry Rosen, khaki or green, garment bags. TerraCycle® will then bring those used garment bags to their recycling facility to be transformed into other products such as gym mats, bicycle seats, insulation, or more, to give a second life to our garment bags.
What does my bag get transformed into?
TerraCycle® will take your used garment bags and transform it into other products such as gym mats, bicycle seats, insulation or more, to give a second life to our garment bags.
Can I bring back my paper Harry Rosen bags?
Our fully recyclable bags and boxes will be accepted by your local municipality so they can be responsibly disposed of by you personally in the correct waste bins. Through our partnership with TerraCycle®, we will accept returns of any used Harry Rosen garment bags for recycling.
Are all packaging products recyclable?
By partnering with TerraCycle®, Harry Rosen can proudly say we have a fully recyclable packaging portfolio. We accept returns of any used Harry Rosen garment bags for recycling and encourage you to responsibly dispose of our paper bags and boxes through your local municipality’s recycling program.
Can I bring my own garment bag?
CLUB HARRY members earn the Green TerraCycle® Rebate when they return their Harry Rosen garment bags or reuse their own garment bags.
More Questions?
Please contact TerraCycle® at 1-800-758-2943 from Monday to Friday, 9am to 5pm EST.