Welcome to the Rue Mentana FAQ page! We’ve compiled answers to some of the most common questions our customers have about ordering, shipping, returns, and more. Whether you're curious about sizing, product details, or how our process works, this page should help you find the information you need.

 

ORDERING & PAYMENT

Q: How do I place an order?
A: Simply browse our collections, select your desired item(s), choose your size and color option, and click "Add to Cart." Once you’re ready, click on the cart icon to proceed to checkout.

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express) as well as PayPal. All payments are processed securely.

Q: Can I change or cancel my order?
A: If your order has not yet been processed, we may be able to make changes. Please send us a message using the Contact Us page as soon as possible. Once your order has been processed, we are unable to make changes or cancellations.

Q: My order status is 'delivered', but I haven't received it yet
A: Please wait for 24 to 48 hours after the 'delivered' status before assuming that the delivery is lost. Sometimes the delivery status is displayed prematurely. If the package does not arrive by the end of the next day, please send us a message using the Contact Us page to initiate an investigation.

Q: What is the status of my order?
A: Orders are processed and shipped within 2-5 business days. You will receive confirmation once your order has shipped with tracking information and other order details.
Processing and shipping times may be delayed due to holiday influx, Covid-19 outbreaks and natural disasters.

 

SHIPPING & DELIVERY

Q: How long does processing take?
A: Please allow 2-5 business days for us to process your order. During peak periods, processing may take up to 7 business days.

Q: When will my order arrive?
A: Delivery times depend on your location. Once shipped, you can expect your order to arrive within:

• USA: 2-5 business days
• UK, AUS, EU, CA, ASIA: 8-14 business days
• Rest of the world: 8-14 business days

Please note that external factors (weather, courier delays, holidays) may affect these estimates.

Q: Do you offer free shipping?
A: Yes, we offer free shipping on orders over $75 CAD.

Q: How do I track my order?
A: Once your order is shipped, you’ll receive an email with tracking information. It may take a few days for couriers to update the tracking status.

 

RETURNS & EXCHANGES

Q: What is your return policy?
A: We accept returns within 30 days of the delivery date. Items must be unused, in original condition, and in their original packaging. Please send us a message using the Contact Us page to initiate a return.

See refer to our Refund Policy page for more details.

Q: Can I exchange an item?
A: If you would like to exchange a purchased item, you need to send a request to our customer service using the Contact Us page within 30 days of the delivery date. In order to be eligible for an exchange, the merchandise must be unworn, unwashed and in its original condition.

We will resend the items to you after we receive the package you returned after a thorough inspection. You may need to pay delivery fees for both shipments to and from you.

Q: Do I need to pay for return shipping?
A: Yes, customers are responsible for the cost of return shipping. Shipping costs are non-refundable, and the return shipping fee will be deducted from your refund if applicable.

 

SIZING & PRODUCT INFORMATION

Q: How do I find the right size?
A: Please use the size guide on each product page. We have detailed size charts for all our apparel so that you can compare with your favorite garments at home. You can also visit our Size Chart page to find measurements in both inches and centimeters. If you need further assistance, feel free to reach out to us.

Q: What printing method do you use?
A: We use high-quality Direct-to-Garment (DTG) printing. This technique allows for detailed, vibrant designs directly printed onto the fabric, ensuring long-lasting wear.

Q: Are your products sustainably made?
A: Yes, all of our products are printed on demand, meaning we only produce items when ordered. This eliminates excess stock and reduces waste, contributing to a more sustainable shopping model.

 

GENERAL QUESTIONS

Q: Where are your products made?
A: All our designs are created by the Rue Mentana team in Montreal, Québec, Canada. We are proud to collaborate with a trusted partner in California, USA, who prints and ships your orders directly to you. This ensures that our products are designed and printed in North America, maintaining quality and supporting local businesses.

Q: Can I contact you if I have more questions?
A: Absolutely! We’re here to help. Please send us a message using the Contact Us page with any questions or concerns, and we’ll get back to you as soon as possible.