Frequently Asked Questions (Purchase)

Getting Started with a One-Time Purchase

Policy for One-Time Purchase

Q: Where can I find my size information?

A: Refer to our sizing chart to find the size that best fits you. Contact us at if you have any questions.

Q: What brands do you carry?

A: Naked Zebra, Mod Ref, Hem & Thread, Annabelle, Cotton Bleu, Ellison, Flamingo Urban, Iris, and Les Amis are a few notable brands that we carry. Our in-house stylist work with small industry suppliers to source styles based on the season's biggest trends. We currently work exclusively with suppliers LA to provide you with high quality clothing. By going directly to the source, we are able to offer you styles that are unique and fabulous that cannot be found anywhere else.

Q: What does pre-loved mean?

A: At à pois, we believe in providing our customers with fabulous styles at an exceptional value while reducing our carbon footprint. One way for à pois to deliver on this promise is by circulating the clothes and ensuring they are sanitized. This helps reduce waste, and keep your wardrobe fresh with new monthly styles.

Q: How do you ensure pre-loved clothes are clean and sanitized?

A: We partner with local Toronto businesses to have all pre-loved clothes professionally cleaned, hand inspected and ready to wear for each consumer.

Even though we strive for the best, please note that use of the products is at your own risk and à pois shall not be held liable for any health-related complaints associated with a product rented from our site. Our current partner is The Laundry Centre.

Q: How much does shipping cost?

A: We currently offer free 3-day shipping on à pois one-time purchase items within Ontario. Unfortunately, we currently do not ship outside of Ontario.

Q: What forms of payment do you accept?

A: We currently accept the following top three credit cards companies: Visa, Mastercard, and American Express.


Q: When can I expect my order to arrive?

A: Shipping within Ontario can take 2-5 business. A tracking number will be sent to your registered email address once shipped.

Q: Can I track my order?

A: We'll keep you updated via email while we complete your order, and we’ll send you a tracking number so you can follow its journey to your door.

Q: What is the return & exchange policy?

A: A purchase cannot be exchanged. For all returns, items must not be washed, worn or damaged. All original tags must be attached. Please note that bodysuits, swimwear, hosiery, bralettes and all intimates are final sale.

Regular-Priced Merchandise

  • Within 14 days of the shipping date: you can return your item to receive a refund to the original method of payment.
  • After 14 days: we will no longer accept returns.

Sale or Pre-Loved Merchandise

  • Sorry, no refunds to original form of payment for sale or pre-loved items.

All orders purchased via online payment platform will only be eligible for a refund if you send your items back to our main office location at: 3080 Yonge Street, Suite 6060, Toronto, Ontario M4N 3N1

All refunds will be applied to the original form of payment, excluding shipping costs and duties.

All refunds will be processed within 5 to 7 business days upon receiving your return package. We’ll notify you through as soon as your refund is complete.

Step-by-step return instructions:

  1. Email with subject line: Web Return. Please include the following in your email: name, order number, item(s) behind returned, and the reason for the return.
  2. Put the item(s) you want to return securely into the sealable return bag (reuse original shipping bag provided by à pois).
  3. Stick the Prepaid Return Label we've provided on top of the original shipping label (make sure the previous label barcode is completely covered).
  4. Drop off package at the nearest Canada Post service counter and wave it goodbye.


Q: How do I get in touch with support?

A: The best way to get in touch is by email at We'll do our best to get back to you as soon as possible!

Q: Can I cancel my order?

A: Submitted your order too early? No problem. Send us an email at to cancel it with in 24 hour of purchase.