Returns & Exchanges
Our return & exchange policy
We want you to love your purchase! If you're not completely satisfied, you can return your item for an exchange, refund, or store credit.*
*Please note: Gift cards and items marked as "Final Sale" are non-returnable.
Return Window
- Submit your return request within 7 days of delivery.
- Returned items must arrive at our warehouse within 30 days of delivery.
Return & Exchange Details
- Refunds to the original payment method are subject to a $10 restocking fee.
- No restocking fee applies when choosing store credit.
- Customers are responsible for return shipping fees.
- For exchanges, customers cover the return shipping cost, but Genskee Apparel will cover the shipping cost for the new item.
- Exchange items will be shipped once your return is received and inspected.
- Items must be in unused, unwashed, and resellable condition—free from scents and pet hair.
Non-Refundable Items
- Gift cards
- Clearance items marked "Final Sale" in the product description
- Shipping fees on original order
How do I return or exchange?
- Visit our return portal
- Enter your order number and email address to start
- Follow the prompts
- Once your request is approved, you will get a confirmation email with shipping instructions.
The item I received is damaged!
If the purchased product is faulty or damaged, reach out to us within 7 days of the delivery date.
Please send us an email with photos of the damage or defect to hello@genskee.com
Returns outside of Canada
Please mark the customs form clearly as return (or gift). If this is not check then any customs fees incurred will be deducted from your return.
We are not responsible for returns lost or damaged in shipment, we recommend adding tracking and insurance.
We recommend avoiding couriers such as Fedex or UPS as they historically always charge a customs fee.
How long will my refund take?
Returns are generally inspected and processed within 1 business day of delivery to our warehouse. We will send you an email confirmation when we have completed your return.
Store credit will be applied to your account and you will be able to view your balance by logging into your Genskee Apparel account.
For refunds to original payment method, please allow 3-5 business days for the refund to show on your banking statement.
Shipping
Where do you ship?
We currently ship within Canada and to most global destinations, with a few exceptions:
- USA: As of August 24, 2025, we will be pausing shipping to the United States due to changes in import rules.
- EU: As of December 13, 2024, new GPSR regulations mean we cannot ship to EU countries. Exceptions include Norway, Switzerland, Iceland, and Liechtenstein.
We know this may be disappointing, and we’re so grateful for the support we’ve received from our US and EU customers.
This page will always be updated if shipping to these regions becomes available again.
How much does shipping cost?
Canada & USA
*USA: With the US government ending the de minimis exemption, we’ll only be accepting US orders until August 24th, 2025. After that date, shipping to the US will be paused until further notice.
Free standard shipping on all orders over $150 (before applicable taxes & after discounts). Discounted rates otherwise calculated at checkout.
Standard air mail shipping to the USA does not include tracking.
Express post is available and does include tracking to the USA, rates are calculated at checkout.
International
Discounted shipping rates are calculated at checkout.
Standard air mail shipping to international destinations does not include tracking.
Express post is available and does include tracking, rates are calculated at checkout.
Customs & Duties
Depending on the value, international shipments may be subject to taxes and duties imposed by the country in which you are receiving your shipment. These fees are the sole responsibility of the buyer and beyond our control.
How soon until my order ships?
Your order will ship within 3 business days but during releases, sales or statutory holidays is British Columbia, please allow up to 8 business days.
Local delivery - Nanaimo, BC
We offer local delivery every Thursday (before 2pm) for customers located between Ladysmith and Lantzville.
To receive delivery the same week, please place your order by Wednesday at midnight. Orders placed after the cutoff will be delivered the following Thursday.
There is a $5 delivery fee for orders under $150. Orders over $150 qualify for free local delivery.
Please ensure there is a safe and accessible place for us to leave your package if you won’t be home. We are not responsible for packages that go missing after being delivered to your requested location.
Deliveries are made personally by Genskee Apparel—we do not use a courier service. This means we do not have access to secure buildings, so if you live or work in one, please include your buzzer number or delivery instructions at checkout to ensure successful delivery.
As a small business, things occasionally come up—we reserve the right to adjust delivery days if needed and will notify you right away should any changes occur.
My package did not arrive & there is no tracking info, what can I do?
Please email hello@genskee.com if your tracked order does not arrive within 30 days of shipment (8 weeks for international orders), and we will work with you to find the best resolution.
Promotions & Sales
Why isn't my discount code working?
Unless otherwise noted, discount codes do not work on any sale merchandise and cannot be combined with any other promotion or discount.
The majority of our codes also have expiration dates or can only be used once per customer.
Please check the email or post that you received the code from, to check the exclusions and expiration date.
If you are still having troubles, please contact us
Do you offer price adjustments?
Just missed a sale? We will honor a price adjustment if you send an email to our customer support team within 24 hours of placing you order. If approved, we will refund the price difference to your original payment method.
Please email: hello@genskee.com
Please note that discount codes cannot be combined with other discount codes, sales or promos. If your original purchase had a discount code applied, we will take that into account when calculating your refund.
Some other things
What happened to MeMi Collective?
Genskee Apparel began its journey in 2017 as MeMi Collective. As we’ve grown, so have our values and story—evolving into something even better (we hope!). It felt like the perfect time for a fresh name and look that reflects who we are today. But rest assured, we’re still bringing you the same Canadian-made, sustainable clothing you’ve loved all these years. Thank you for being a part of this journey!
Do you have a loyalty program?
Yes! Check out the detail here or via the link in the website footer menu.
Where do I find your size chart?
Each product has it's own chart located on the product page. Look for the little measuring tape icon above the add to cart button.
If you are still having troubles finding your size, please send an email to hello@genskee.com and we are always happy to help!
Do you offer wholesale?
We are currently working on building our wholesale program. Apply for a wholesale account here to be added to the waitlist!
Do you have an affiliate program?
We do! You can find our more details and apply here
Still have questions?
If you haven't found the answer to your question here, please send an email to hello@genskee.com and we'll help you out!