FAQ
Delivery
What are the delivery times?
For Canada: 3 to 7 business days.
Do you ship internationally?
No, we no longer ship outside of Canada. If you are outside of Canada and would like to order, please contact us at online@abaka.ca and we will consider your request on a case-by-case basis.
How can I track my order?
Once your order has shipped, you will receive an email with a tracking number.
Returns and exchanges
What is your return policy?
You have 45 days after receipt to return an item in perfect condition (unworn, unwashed, with tags).
Accepted: items at regular price or sale at less than 50%.
Not eligible: clearance items (50%+), underwear, socks, worn, washed or damaged items.
How to make an exchange?
Write to us at online@abaka.ca or via your customer account .
Mention your order number and the items to be returned.
We will send you a simple procedure and a return label (Quebec/Ontario: reduced rate $12 + tax).
For a size change, order the new size directly — stocks are limited!
We will refund the returned item upon receipt.
Are there any fees for returns?
Return costs are the responsibility of the customer, unless the error is ours (wrong item, defective item, etc.).
Customer account
What is a customer account?
Your customer account allows you to view your order history, modify your information and addresses, initiate/track your returns and speed up your future purchases (information pre-filled at checkout).
How do I log in?
- With Shop without password : you receive a verification code by SMS or email . (Check spam)
- Google / Facebook : Login via the provider with your account.
- Standard: Email + password.
I have two accounts / duplicate accounts — what should I do?
If you have multiple accounts, please contact us has online@abaka.ca , at 1-819-536-7936 or via the Inbox app (the chat bubble on our online store) specifying the email addresses / numbers concerned and, if possible, an order number. We will verify your identity and merge your accounts to keep your orders, points and returns under a single account. Also indicate which email address you wish to keep as primary.
Inbox app and customer service
How can I ask a question or get help?
Contact us via the Inbox app on the website or by email at online@abaka.ca . You can also call our store at 1-819-536-7936
Do you receive my messages outside of business hours?
Yes—you can send a message at any time. Our replies are typically sent between 9 a.m. and 5 p.m. , Monday through Friday (local time). If you wrote via Inbox and are no longer logged in when we respond, we'll email the reply to the address associated with your account (remember to check your spam folder).
Can I access my old chats?
Yes. Log in to your account to view your conversation history via Inbox. Each reply is also emailed to you, so you can find it in your inbox.
Abaka Welcome Code
Why haven't I received my code yet?
The code is sent after confirmation of your subscription to the mailing list. Make sure you clicked on the confirmation link received by email. (Check your spam folder)
How do I use my discount code?
Enter the code in the "Discount Code" box in your cart or at checkout before finalizing your order. Each welcome code is valid for one order of your choice. Your code does not expire and cannot be combined with other codes, but can be used even on sale items!
My code isn't working — what should I do?
Check that you have confirmed your registration, that the code is entered correctly and that it has not already been used. If the problem persists, write to online@abaka.ca .