FAQ
Our policies
Delivery
What are the delivery times?
Delivery times vary between 3 to 7 business days for Canada. For international orders, allow between 7 and 15 business days.
Do you ship internationally?
Yes, we ship to many countries. Shipping costs and times are calculated at checkout.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number.
Returns and exchanges
What is your return policy?
You can return your items within 45 days of receipt. Items must be unworn, unwashed and with original tags.
How to make an exchange?
Send us an email with your order number and details of the desired exchange.
Are there any fees for returns?
Return costs are the responsibility of the customer, except in the case of an error on our part.
Reward system
How does your rewards system work?
Earn points on every purchase and for certain actions (like signing up for our newsletter). These points can be exchanged for discounts or exclusive benefits.
How can I check my points balance?
Log in to your customer account to view your points balance and redemption options.
Why didn't my points appear on my balance after my purchase?
Your points are added to your balance after receiving an email confirming the processing of your order.
Do points have an expiration date?
Yes, points expire after 36 months of inactivity on your account.
Inbox app and customer service
How can I ask a question or get help?
You can contact us via the Inbox app, available directly on our website, or Send us an email
Do you receive my messages outside business hours?
Yes, but responses are typically provided between 9am and 5pm (local time) Monday through Friday.
Can I access my old chats?
Yes, log in to your account to view your chat history.
Abaka Welcome Code
Why haven't I received my code yet?
Your code is sent after you subscribe to our mailing list. Be sure to confirm your subscription by clicking on the link in the email you just received. Without this confirmation, the code will not be activated.
How do I use my discount code?
Once your registration is confirmed, use the code during checkout on our online store. Enter it in the "Promo Code" section before finalizing your order.
Does my code have an expiration date?
No, your code does not have an expiration date. You can use it whenever you want.
Can I use my code multiple times?
No, the code is valid for one order only . Make sure to use it at the perfect time.
Can I combine my code with other promotions?
Promotional codes cannot be combined unless otherwise stated. Check the terms of current offers before using your code.
What if my code doesn't work?
If your code does not work, first check:
- That you have confirmed your registration.
- That you enter the code correctly, without extra spaces.
- That the code has not already been used.
If the problem persists, contact our customer service.
How to contact the Abaka team in case of a problem?
Send us an email , or call our store, and we will be happy to help you!
Payments and Security
What payment methods do you accept?
We accept credit cards (Visa, MasterCard, American Express), PayPal and other local payment methods depending on your region.
Is my payment information secure?
Absolutely. All transactions are encrypted and PCI DSS compliant.
Products
How to choose the right size?
Check out our size guide available on each product page. If you are unsure between two sizes, please contact our team.
Where are your clothes made?
Our clothing is proudly made in Quebec, with a commitment to sustainability and quality.
How do I care for my Abaka items?
Wash your clothes in cold water and avoid machine drying to extend their life.
What about accessories?
The items in our accessories section are mainly creations by Quebec artisans, except for a few that come from Canada.
Others
Do you offer gift cards?
Yes, e-gift cards are available for purchase on our site.
Can I use a promo code and gift card at checkout?
Yes! Simply enter the first code (promo or gift card) and submit, then enter the second and submit again. Both will be applied to your order.
How can I subscribe to your newsletter?
Sign up via the form at the bottom of the page to receive exclusive offers and news. Or on the About page