Customer Support & FAQ

What is the return policy for Shoes & M'Orr?
A - Shoes & M'Orr will happily accept returns on unworn merchandise, in perfect condition, shipped within 10 days of Canada Post delivering your purchase. Returns are accepted on items discounted up to 25%. All sale items discounted 26% or more are a Final Sale and are not returnable, no refunds, no exchanges on those items. Sale prices will not be extended past the sale end date. Please read the Return Policy page for more details and procedures.

If I am unhappy with the product may I return the product in store?
A - Yes! If you are not happy with the product that you purchased and would like to return it and are near one of our stores you are more than welcome to return your unused/unworn item with original packaging in store as long as you have your shipping receipt.

The item I want is not available in my size or width on the website, is it possible to special order?
A - The website shows ALL the sizes, widths and colours we have available for each particular style. Most often, if the size or width you are looking for is not available to add to your shopping cart, that means that particular size or width is sold out. However, in some cases the item is replenishable and we may already have the missing size or width you are looking for on re-order from the factory. Please email our online customer service (contact information) with your size/width request and they will advise you as to the availability of the item you are looking for and how to proceed.

The prices on your website and in your store were different on an item, will you match the lower price whether I buy it in store or online?
A - Sometimes we will have web-exclusive sales on some items that may not be on sale in our stores, we will however, match these prices to the stores if a discrepancy is found, however there may be additional shipping charges incurred.

I placed an order but it was cancelled due to the item being out of stock but I still see a charge on my credit card, what is this and how do I get it removed?
A - This is not a charge but is a pre-authorization. Once the purchase has been cancelled the pre-authorization will be taken off within 5 business days.

I am new to ordering online and still not quite comfortable with it. Is there another way to proceed?
A - We can assure you we are secure.  If this is still something that makes you uneasy don’t worry! You are more than welcome to phone our customer service line (1-204-523-7248) and they will be happy to assist you in putting a phone order through, all we require you have is a valid credit card and email address.

Which countries do you ship to?
A - Currently, we ship to Canada. If you are in the US you can contact us to inquire about shipping methods.

Which courier will you use to ship my order?
A - We use Canada Post Expedited ground mail in Canada.

Are the prices shown in Canadian funds?
A - Yes, all prices shown are in Canadian funds.

How long will my item take to arrive from when I submit my order?
A - Your order will be processed within 1-2 business days and will arrive at your door generally between 2 and 7 business days after that unless you are in a remote Canadian area.

Cost of Shipping?

A - Shipping is free on orders over $100 to almost anywhere in Canada.  We charge a flat rate of $10 on orders under $100 to almost anywhere in Canada. We ship all of our orders expedited by Canada Post. Please allow 1-9 business days for delivery in Canada.

Shipping to Nunavut, Yukon, and Northwest Territories, as well as other remote areas in Canada may need to pay a contribution for higher shipping costs. Customers will be contacted if their address does not qualify for free shipping and contribution is needed. Please call or email us for shipping charges if you believe your address to be in one of these remote areas of Canada.

What Size?

A - Please see our Sizing Guide Page for details!

Sale Price Match

A- We are happy to price match any products that have gone on sale (on our website, only) within 5 days of original purchase date (date on receipt/order confirmation required). Please contact us within 5 days of the sale start date to receive the price match.  Anything outside of these requirements will not be eligible for a price match.  If your order is under $100 after discount, a $10 flat rate shipping charge would then be applied. If an item is marked down 26% or more, it is a final sale and is not returnable.

Exchanges on sale items: If you purchased a sale item and want to return it and the discount is 25% or less, please contact customer service for a return number. If you would like another size and our sale is over then exchanged item will be at regular price.

Additional Mark downs

A- If you purchase a sale item with us,  the item is not eligible for any additional future markdowns.
We charge a fair price suggested by the manufacturers therefore, we do not price match any of our competitor’s prices.

Trouble Ordering?

A -If you have trouble putting in your online order please change your web browser to Firefox or Google Chrome, Internet explorer doesn’t work well on our web store. Don’t hesitate to contact us at: [email protected]

Emails about Order Status

A - We will reply to all emails within one business day. Your business is important to us. Once your order has been paid for we will ship it out ASAP or within two business days.

More Questions?

If we haven’t answered your question here feel free to contact us to ask your question and we will get back to you within a business day!