FREQUENTLY ASKED QUESTIONS

VENT D’HIVER™ pieces are designed with a true-to-size approach and our signature oversized fit.

A size guide is available directly on each product page, with measurements and fit information specific to the piece.

We strongly recommend reviewing the size guide and all product details carefully before placing your order.

We provide as much information as possible on each product page to help you make the right choice.

A size guide is available directly on every product page.

It is specific to each piece and includes the measurements and fit information for that product.

We recommend reviewing the size guide before placing your order to help you select the right size.

Yes. VENT D’HIVER™ pieces are designed to be true to size, with our signature oversized fit built into the design.

Each piece is designed with its intended fit in mind, and the specific measurements are provided in the size guide directly on the product page.

We recommend checking the size guide and product details carefully before placing your order.

Product details are available directly on each product page.

You will find the key information about the piece, including its materials, fit, measurements, and other product-specific details.

We recommend reviewing the full product page before placing your order.

We primarily use cotton, with many of our pieces crafted from 100% cotton.

Material composition varies depending on the garment and is always listed directly on the product page.

For complete details, including fabric composition, weight, and construction, please refer to the product details before placing your order.

Care instructions are provided directly on each product page and may vary depending on the garment and materials used.

We recommend following the care instructions listed for your specific piece and checking the garment care label before washing.

We make every effort to represent our products as accurately as possible.

However, colours may appear slightly different depending on your screen, device, lighting, or display settings.

Natural variations in colour, texture, finish, and construction may also occur from one piece to another.

These variations are part of the characteristics of the garment and are not considered defects.

For the most accurate information, we recommend reviewing all product photos and details before placing your order.

You will receive an order confirmation by email shortly after your order has been successfully placed.

The confirmation includes your order details and order number.

Please check your spam or junk folder if you do not see it in your inbox.

If you have not received your order confirmation, please first check your spam or junk folder.

If you still cannot find it, please contact us through our Contact page with the email address used at checkout and your order details so our team can assist you.

Orders cannot normally be cancelled or modified once placed, as they enter processing shortly after acceptance.

If you need to request a cancellation or modification, please contact us as soon as possible after placing your order. We will review the request based on the status of your order.

Once an order has entered processing, cancellation or modification is no longer possible.

Please review your size, colour, shipping address, and order details carefully before completing your purchase.

Please contact us as soon as possible if you notice an error in your shipping address. If the order has not yet entered processing, we will do our best to update it.

Once the order has entered processing or shipped, the address can no longer be changed. If an order is delayed or returned due to an incorrect or incomplete address, any carrier fees for correction or re-delivery are the customer’s responsibility.

Please review your shipping details carefully before completing your purchase.

Yes. You can place an order as a guest without creating an account.

Creating a VENT D’HIVER™ account gives you access to Member benefits, including private sales, early access to selected releases, and invitations to private events.

Creating a Member Account is recommended. Members may receive benefits such as:

Private sales
Exclusive launch access
Early access releases
Private event invitations

We accept major payment methods, including:

Visa
Mastercard
American Express
Discover
Diners Club
JCB
UnionPay
PayPal
Apple Pay
Google Pay
Shop Pay
Afterpay

All transactions are securely processed and encrypted.

Yes. Payments are securely processed through Shopify Payments.

Payment information is encrypted and protected using industry-standard security measures, including fraud detection and 3D Secure where applicable.

VENT D’HIVER™ does not have access to your full payment details.

Yes.

Depending on your location and eligibility, installment payment options may be available through Afterpay or Shop Pay.

Available options may vary depending on your location and account.

You will see the payment options available to you at checkout.

Orders are automatically screened through our payment and security systems to help identify fraudulent or suspicious activity.

We want every customer to be able to shop with confidence. However, when an order raises legitimate security concerns, we may take action to protect both our customers and VENT D’HIVER™.

If an order is flagged, it may be automatically cancelled.

If you believe your order was cancelled in error, please ensure that your billing and shipping information is accurate and that your payment details match your payment provider.

You may then place a new order or contact our support team for assistance.

Orders may be cancelled if they are flagged for suspected fraud or security concerns, or if an order cannot be fulfilled.

We also reserve the right to cancel or refuse orders that violate our Terms of Service,

including orders associated with bots, abuse, unauthorized resale, or other prohibited activity.

If your order is cancelled, you will receive a cancellation notification by email.

Yes. VENT D’HIVER™ ships worldwide.

We offer free worldwide shipping on every order.

Delivery is typically completed within 5–10 business days, with an estimated delivery window of 5–15 business days depending on the destination.

Shipping is free worldwide on every VENT D’HIVER™ order.

There is no minimum order value required to qualify for free shipping.

Orders are typically prepared for shipment within 3–5 business days.

During drops and periods of high demand, processing may take up to 7 business days. Once shipped, most orders arrive within 5–10 business days, with an estimated delivery window of 5–15 business days worldwide.

Most orders are delivered within 5–10 business days.

The estimated delivery window is 5–15 business days worldwide, depending on the destination, customs clearance, and carrier operations.

Yes.

Once your order has shipped, you will receive a confirmation email with your tracking information, where available.

Tracking may take up to 48 hours to activate, and detailed updates will generally appear once your package reaches the destination country and is processed by the local carrier.

If you do not see updates right away, there is no need to worry. Your tracking will update as your package moves closer to delivery. In most cases, the local carrier will also contact you by email with delivery updates and, where available, options to manage your delivery.

Tracking may take up to 48 hours to activate after your order has shipped. Detailed updates will generally appear once the package reaches the destination country and is processed by the local carrier.

If tracking has not updated after 48 hours, there is usually no cause for concern. The shipment will continue to update as it moves through the network and approaches delivery.

If there are still no updates after 10 business days, please contact our support team with your order number and tracking information.

While most orders arrive within 5–10 business days, delivery can occasionally take longer depending on the destination, customs clearance, carrier operations, severe weather, or other circumstances beyond our control.

Our estimated delivery window is 5–15 business days worldwide. If your shipment is delayed, our team will do everything reasonable to help track its progress with the carrier.

Most orders are shipped together in one package.

However, an order may occasionally be shipped in multiple packages depending on the items in the order or fulfillment requirements.

If your order is shipped separately, you may receive separate tracking information for each shipment.

Yes. Orders are shipped Delivered Duty Paid (DDP) for eligible destinations, meaning import duties, customs clearance, and related fees are included in your order.

There is nothing extra to pay on delivery for eligible destinations.

For eligible destinations, no. VENT D’HIVER™ ships orders Delivered Duty Paid (DDP), so import duties, customs clearance, and related fees are included.

There is nothing extra to pay on delivery.

For eligible destinations, customs duties and clearance fees are included through our DDP shipping service.

If customs fees are lawfully charged in a destination where DDP is unavailable and you refuse to pay them, the responsibility is yours.

The package may be held or returned to us, and any resulting costs remain the customer’s responsibility.

Unfortunately, yes. Customs clearance can occasionally cause delays depending on the destination and local customs procedures.

Most orders arrive within 5–10 business days, with an estimated delivery window of 5–15 business days worldwide.

Customs-related delays can occasionally extend this timeframe.

If your tracking shows that your order was delivered but you cannot locate the package, please first check your delivery area, mailbox, building reception, and with anyone who may have accepted the package on your behalf.

We also recommend checking directly with the local carrier using your tracking number, as some shipments may be marked as delivered shortly before the final delivery.

If you still cannot locate your package, please contact us with your order number and tracking information so our team can assist with the carrier and investigate the shipment.

If your package appears to be lost in transit, please contact us as soon as possible after the estimated delivery date and within 60 days of the ship date.

Our team will review the shipment with the carrier and investigate the situation. If the package is confirmed as lost, we will take the appropriate steps to resolve the issue.

A replacement may be provided where the piece is available.

Please provide your order number and tracking information so we can assist you as quickly as possible.

If your package is returned to us, please contact our support team with your order number.

If the return is due to an incorrect or incomplete address, refused delivery, or an unclaimed package, any reshipment costs are the customer’s responsibility.

If the return is due to an issue on our side, we will take care of it and arrange the appropriate resolution.

No. Returns are not offered for change of mind, wrong size, fit, or personal preference.

If your order arrives damaged, defective, incorrect, or incomplete, our team will review the issue and determine the appropriate resolution in accordance with our Refund Policy.

Replacement is the standard resolution for confirmed issues where appropriate.

Refunds are considered only where a replacement is unavailable, would not resolve the issue, or where required by applicable law.

If your item arrives damaged, defective, incorrect, or incomplete, please contact us through our Contact page as soon as possible.

Our team will review the issue and determine the appropriate resolution in accordance with our Refund Policy.

Replacement is the standard resolution for confirmed issues where appropriate.

For damaged, incorrect, or missing items, please contact us within 7 days of delivery and keep the original packaging and shipping label available.

All requests concerning damaged, defective, incorrect, or missing items must be submitted through our Contact page.

Select “ORDER ISSUE” as the subject and include your order number with a clear description of the issue.

Photos or other information may be requested after we have reviewed your request and the details of the issue.

Our team will review your request and provide the appropriate next steps by email.

For damaged, incorrect, or missing items, please contact us within 7 days of delivery.

For manufacturing or material defects that become apparent after delivery, please contact us as soon as the issue appears.

Our team will review each request individually and guide you through the appropriate next steps.

Approved refunds are processed within 3–10 business days after the refund has been confirmed.

Your bank or payment provider may require additional time for the funds to appear in your account.

If your issue is approved for a refund, the refund will normally be issued to the original payment method used for the order.

Depending on the circumstances, VENT D’HIVER™ may instead provide Store Credit as the appropriate resolution.

The final resolution is determined by VENT D’HIVER™ based on the circumstances of the case.

If a return is required, any applicable refund will be processed after the returned item has been received and inspected.

No. VENT D’HIVER™ purchases are final sale, and exchanges are not offered for wrong size, fit, or personal preference.

If you receive an incorrect item or there is a confirmed issue with the product itself, please contact us through our Contact page.

Our team will review the situation and determine the appropriate resolution.

VENT D’HIVER™ purchases are final sale. Replacements or refunds are not offered for:

Change of mind or buyer’s remorse
Wrong size or fit
Personal preference
An item not matching subjective expectations
Normal variations in colour, texture, finish, or construction
Normal wear and tear
Damage caused after delivery, including improper care, misuse, or accidents
Worn or washed items
Gift cards

Statutory consumer rights remain unaffected.

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