FAQ

Our policies

Delivery

What are the delivery times?

Delivery times vary between 3 and 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 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?

Email us with your order number and details of your desired exchange.

Are there any fees for returns?

Return costs are the responsibility of the customer, except in the event of an error on our part.

Customer account

What is a customer account?

Your customer account allows you to:

View your order history
Change your personal information or delivery addresses
Speed up the ordering process during your next purchases

By logging in, your information is automatically filled in at checkout, for a quick and smooth checkout.

How does passwordless login work?

We use Shopify's new system, which works without a password .
Here's how to log in:

Enter your email address on the login page
You will receive a 6-digit security code by email
Enter this code to access your account

It's simple, secure, and you no longer need to remember a password.

How do customers connect with the new version?

With the new version of customer accounts, your customers enter their email address and receive a 6-digit verification code by email. After entering this code, they can access their account without needing a password.

How is my account created?

With this new system, your account is automatically created the first time you log in with your email address.

There's no need to manually register — you'll be recognized from your first order or login

Rewards system

How does your rewards system work?

Earn points with every purchase and for certain actions (like signing up for our newsletter). These points can be redeemed for discounts or exclusive benefits.

Do I need to register to use my points?

Yes, you must enroll in the rewards program to activate and redeem your accumulated points. You can check your balance directly in your customer account and via the rewards system pop-up.

How can I check my points balance?

Why didn't my points appear in 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?

No, points do not expire. You can use them at any time, without time limit, as long as your account remains active.

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 of 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 will be sent after you subscribe to our mailing list. Be sure to confirm your subscription by clicking 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 expire. 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 you 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 doesn't 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?

Email us , or call our store, and we'll be happy to help!

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're unsure of your size, 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 of Quebec artisans, except for a few that come from Canada.

Others

Do you offer gift cards?

Yes, eGift cards are available for purchase on our website.

Can I use a promo code and gift card at checkout?

Yes! Simply enter the first code (promo or gift card) and submit it, then enter the second and submit it again. Both will be applied to your order.

Country/region