FAQ

WHERE ARE YOU BASED?
Vancouver, Canada.

WHAT'S YOUR MOVEMENT ABOUT?

At the core of the movement, the goal is to remain true to yourself, respect your emotions, and promote pro-creative thinking. It's a platform for artists to showcase their collections, no matter the facet. 

As humans, we innately create. The Collection formed as a creative outlet for us. Vancouver is home to talented individuals that lack the platform to openly create. We do not abide to social normalities nor the misconstrued structure of society. We create with the intention of pushing social boundaries.

HOW IS YOUR DESIGN & PRODUCTION DIFFERENT?

The Collection is dedicated to maintaining its strong roots within the community. Everything is designed for a relax fit, evoking a higher thought process.

The creation process is focussed on design and dimension. Cut-and-sew is a key focal point. All of our pieces are designed in-studio and are finished locally. We breathe new life everyday, and are always onto the next.

The closer to home, the better. The #bwgang seeks to keep production as close to home as possible. With that in mind, all apparel has been finished in their Vancouver studio or within the community.

 We believe in quality over quantity. The BW Collection also produces using a one-off model, meaning production runs are rarely repeated - all our pieces are produced in limited numbers, don't sleep.

WHAT DO I NEED TO DO TO PAY CASH AND/OR MEET LOCALLY?
This is for locals living in the Greater Vancouver Area only.

If you wish to pay cash, at checkout, select the 'Cash on Delivery' option from the Shipping Options. Local Meet-Ups are free. 

If you wish to meet-up locally, at checkout, select the 'Free Local Meet-Up' option from the Delivery Options. Local Meet-Ups are free. 

We will reach out to you via email/social to arrange a meet-up.

IF IT IS SOLD OUT ONLINE, CAN I STILL GET IT?

If it is currently sold out online, it will not be restocked.

However, there may still be limited sizing and styles available at one of our stockists (thebwcollection.com/pages/stockists)

HOW LONG BEFORE I RECEIVE AN EMAIL RESPONSE FROM INFO@THEBWCOLLECTION.COM?
Please allow 3-5 business day for responses regarding order status, tracking or general inquiries. If your email regards an order, please be sure to include your order number, name, and email used for your order when contacting us. If you are inquiring about becoming a retailer, please allow upwards of 5 business days.

I HAVE NOT YET RECEIVED A SHIPMENT CONFIRMATION. HAS MY ORDER SHIPPED?
We generally process all orders within 3-5 business days after receiving payment. Once the order has been processed, it is shipped the following day. Once the order has been shipped, you will receive a confirmation. Weekends, holidays and high volume online traffic may delay this process. All orders are processed in order of arrival. Items purchased with Paypal eChecks and Cash on Delivery will be held until checks have been cleared, or payment collected.

CAN I TRACK MY ORDER?
Orders being shipped within Canada will be granted a tracking number. This number will be included in your shipment confirmation.

Orders being shipped to the USA or internationally will not receive a tracking number unless shipping including tracking is purchased at checkout. If the shipping including tracking is purchased, your tracking number will be included in your shipment confirmation.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
Our time-lines are based on the Canada Post 2014 Parcel Services Commercial Guide and may be subject to delays due to customs, regions and national holidays.

  • CANADA:
  • Expedited Parcel: 1 to 7 business days from ship date.
  • Xpresspost: 1-2 business days from ship date.
  • Priority: Next day from ship date.
  • USA (EXCLUSIVE OF CUSTOMS):
  • Small Packet Air: 5-8 business days from ship date.
  • Tracked Packet USA: 4-7 business days from ship date.
  • Expedited Parcel USA: 4 to 7 business days from ship date.
  • Xpresspost: 2-3 business days from ship date.
  • Priority: Next day from ship date.
  • INTERNATIONAL (EXCLUSIVE OF CUSTOMS):
  • International Parcel Air: 6-10 business days from ship date.
  • Tracked Packet International: 6-10 business days from ship date.
  • Xpresspost International: 4-7 business days from ship date.
  • Priority Worldwide: 2-3 business days from ship date to major cities.

MY ORDER STILL HASN'T ARRIVED. WHAT SHOULD I DO?
As indicated above, parcels can be subject to delays due to your countries customs, the accessibility of your town or city and national holidays. If your parcel was shipped without tracking, we ask that you wait 20 business days before contacting us. Once we have been advised, we will notify Canada Post of the delay. 

  If your parcel has a tracking number, and you are experiencing delays, please contact us within 7 days and we will advise Canada Post.

I'VE ENTERED THE WRONG ADDRESS AT CHECKOUT. HOW DO I PROCEED?
If you have not received a shipping confirmation, please contact us at info@thebwcollection.com right away and we will do our best to make the adjustments before the item is shipped.

  If you have already received your shipping confirmation, please contact us at
info@thebwcollection.com with your correct shipping details as soon as possible. Then, please allow upwards from 30 business days for your item to be returned to our offices. Once the item has been re-received, we will contact you to discuss future shipping options or store credit. Additionally fees may apply.

CAN I RETURN MY PRODUCT?
Returns and exchange will be dealt with on a case-by-case basis. If your item is faulty or damaged, we require that customers notify info@thebwcollection.com within 48 hours of receipt. If a exchange is permitted, items must be returned un-worn, un-washed and with original packaging. Any returns will be exchanged for items of equal value. All sale/discount items, as well as socks, will absolutely not be exchangeable unless the product is faulty or damaged. No items are guaranteed to be in stock. No exchanges or returns will be accepted after 10 days of receiving your order.