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FAQ (Frequently Asked Questions)

What if I haven't received an order confirmation?

If you have made a purchase you should have received an order confirmation within minutes. If you did not receive your order confirmation in an email, check your spam or junk folder in your email application as it may have been mistakenly directed to the wrong mail box. You can also call us at 1-877-973-8638, or send an email to contact@laura.ca.

How can I check the status of my order online?

For your convenience, www.laura.ca offers an Order Inquiry feature.
Once you have logged in, simply click on "My Account". There, you will see a brief summary of your placed orders. To see a more detailed view of your order, click the order number.

What if an item is unavailable after ordering?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if there is any change to your order. Any changes will be removed from your order total and will be reflected on your shipping invoice.

I have received my order, but one item was missing or incorrect. What should I do?

Please call Customer Service at 1-877-973-8638 for further assistance.

How do I modify or cancel my order?

Please contact us as soon as possible as orders are processed quickly. You may cancel or modify your order if it has not been packaged for shipment. To cancel or modify an order, call Customer Service at 1-877-973-8638 between 9am and 8pm EST.

Does www.laura.ca have a size chart that can help me?

We have a size chart link available on each product page.

I found an item in one of your stores, but I can't find it on your website. Why is that?

The merchandise selection on our website may vary from our stores. Please call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca and we will be happy to try to locate any item for you. You can also call any store directly to check inventory. Using our store locator, you can easily find a stores phone number, opening hours, and directions from your location.

I found an item online, but my size is unavailable. Will it ever be back in stock?

Unfortunately, we have a limited quantity of all items each season. Not all items that sell out will be replenished. If sufficient quantities are available in stores, you can contact Customer Service at 1-877-973-8638 to check availability at a location nearest you. You can also call the store directly to check inventory. Using our store locator, you can easily find a stores phone number, opening hours, and directions from your location.

Is it possible to save items in my shopping cart?

You are able to save items in your shopping bag once you have logged into your account on the site. However, we do not recommend holding items in your shopping cart too long. Once an item sells out, the item will be unavailable at check out.

Can I purchase a Gift Card online?

Gift Cards are available at any Laura location and will soon be available online or by phone. You can purchase cards in 4 denominations ($50, $100, $150, $200). For large orders, please call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca.

Can I buy a New Privilege card online or Renew an existing Privilege card?

New Privilege Cards are available to purchase online. To renew your existing Privilege Card, call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca. Please have your existing card number ready.

How do I redeem my Gift Card?

Gift Cards may be redeemed at any Laura location. Unfortunately we are presently unable to accept Gift Cards as a form of payment when shopping online. This feature will be coming soon. For additional information regarding the redemption of Gift Cards, please call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca.

Do you offer a gift wrapping service?

We presently do not offer gift wrapping services.

What are the Laura's online payment options?

We accept all major credit cards (American Express, Visa and MasterCard).

When will my credit card be charged?

Your credit card will be authorized for the entire amount of the order at the time of purchase. The card will then be charged when the order is shipped. We will send you an email confirmation of your order once you have checked out.

When will my order be processed?

If your order payment has been successfully authorized, all orders placed Monday-Friday before 2pm EST will be shipped the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day.

How can I search for specific merchandise?

You can either enter the 12-digit UPC number or something more descriptive such as ‘Evening Dress' into the keyword search box at the top-right of the screen.

How do I use a coupon or discount code?

You will have the opportunity to enter your discount code during the checkout process.

Do you save my billing and shipping information so I don't have to re-enter this information every time?

Yes, if you are a registered user and have signed into your account. The current address we have on file for you will automatically show up in the Checkout process. You will be able to make any changes at this time or enter in a different "Ship To" address.

What are (1) a billing address and (2) a shipping address?

(1) Your billing address is the same address as you use for your credit card.
(2) Your shipping address is where you would like your order to be shipped to.

Do you ship outside of Canada?

At this time we only ship to valid addresses within Canada.

I forgot my password. What do I do now?

From our home page, click on “My Account”, and then “Forgot Password”. Enter the e-mail address you used to register. We will e-mail you a new password shortly.

How do I modify my account information?

Please sign in on "My Laura Account" using your email address and password. Make any necessary changes here and save your changes. You may also call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca.

How accurate are the colour swatches on the www.laura.ca website?

The colours are accurate; however, be advised that all colours vary slightly from one computer monitor to another.

I keep getting an error page. What should I do?

Please call our Customer Service at 1-877-973-8638, or send an email to contact@laura.ca and be ready to provide them with the error number listed on the error page as well as what you were viewing.

When do I need to provide my email address?

If you just want to browse our merchandise on www.laura.ca, no email is required. We will only ask for your email address when you choose to make an online purchase so that we can send you an order confirmation after your order is placed. This is to let you know that we've received your information correctly and we are processing your order. When you register, there is a checkbox for you to select if you DO NOT wish to receive emails from Laura Canada. If selected, we will not send you any promotional emails, only your order confirmation email.

Do I have to sign in?

Laura Canada does not require you to be registered or sign in to browse our web site. We recommend creating an online account to save you the trouble of re-entering your personal information upon each visit. Click the "My Account" link at the top of any page to sign in. If you have made a purchase on our website, an account has already been created for you! Simply use the email address and password you used for your previous purchase to sign into your account.

Why was my credit card declined?

A common reason for a card being declined is that your billing address entered does not exactly match the billing address that your card company has on file. Your card company may decline your transaction due to other reasons as well. Please contact your card company for further assistance.

Questions?

Call our customer service team at 1-877-973-8638 (Mon-Fri 9-8 EST)

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