FAQ

FREQUENTLY ASKED QUESTIONS


ORDERS

How will I know if my order is confirmed?

You will receive an order confirmation via email.

Can I cancel my online order? 
Please contact us immediately via e-mail at info@konkrete.ca or phone  at 1-844-360-9757 to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Most orders start processing within 48 hours after they have been placed. In this case, we ask that you please wait until the order arrives and follow the return procedure.

Can I change the style, color or size after an order is placed? 
Please contact us immediately via e-mail at info@konkrete.ca or phone  at 1-844-360-9757. Once an order begins processing no changes can be made. Most orders are shipped within 48 hours (Monday’s to Fridays). In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.

When is my order shipped? 
Most orders are shipped the next business day after they are placed. We use Canada Post shipping for all orders. Orders arrive within 3-7 business days.

How can I track the status of my order? 
Once order is shipped you will receive an e-mail confirmation with a Canada Post tracking number included. You can then click the link in the e-mail and enter the tracking number to see at what stage your parcel is at in the shipping process.

What if I place an order and Konkrete doesn't have the item in stock? 
If we are unable to fill your order you will be notified via email. Your credit card/PayPal account will not be charged. You can also check the status online by signing in to your account and going to "My Orders".

Can Konkrete Gift Cards be purchased and redeemed online? 
No, at this time Gift Cards may only be purchased and redeemed in retail stores where Konkrete products are sold. Gift Cards cannot be used for online purchases.


BILLING & SHIPPING

What forms of payment are accepted for online purchases, and when am I billed? 
We accept Visa, MasterCard and PayPal. We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order has been shipped.

Can Gift Cards be used on konkrete.ca? 

No, Gift Cards can only be used at retail stores where Konkrete products are sold.

Can Store Credits be used on konkrete.ca? 
No, store credits cannot be used on konkrete.ca.

What sales tax will I be charged on my order? 
You will be charged sales tax based on your shipping address. 

What shipping options are available in Canada? 

All orders ship with Canada Post services.

What are the shipping fees? 

Konkrete OFFERS FREE STANDARD SHIPPING (1-7 OPEN DAYS BY CANADA POST) FOR ALL ORDERS SHIPPED TO QUEBEC. For the other territories,  Konkrete. offers  a flat rate. THIS OFFER DOES NOT APPLY TO PREVIOUS ORDERS. Konkrete.  RESERVES THE RIGHTS TO MODIFY OR CHANGE THESE TERMS AND CONDITIONS AT ANY TIME AND WITHOUT NOTICE.

Please note that shipping charges are taxable.

When is my order shipped? 
Most orders are shipped within 24 hours of when they are placed.

Can I ship an order to a P.O. box? 
No, we can ship to P.O. Boxes

Can I ship an order to a foreign country? 

No, we only ship within Canada.

Can I ship an order to multiple addresses? 
At this time we can only have one shipping address per order. However, you may place multiple orders

RETURNS

What is konkrete.ca's Return Policy? 

The return policy only applies to merchandise purchased on konrkete.ca

We gladly accept returns of UNWORN merchandise within 15 days of delivery. This excludes clearance items which may not be returned or exchanged. All accessories must have original tags attached. Returns will be refunded to the original method of payment.

All worn and final sale item(s) are not exchangeable or refundable. Item(s) that are reduced by 50 % or more are considered FINAL SALE. Furthermore, for hygienic reasons, products such as: socks, tights, jewellery, insoles and Tana care products will not be exchanged or refunded. Clearance Items may not be returned or exchanged. All purchases are final on Clearance items.

Konrkete offers free standard returns (done by Canada Post) in Quebec. See chart below for detail. Return your item(s) by using the return label provided to you upon your purchase at konkrete.ca. This offer does not apply to previous orders. Konkrete reserves the rights to modify or change these terms and conditions at any time and without notice.

 

Free standard returns do not apply to: British-Columbia, Alberta, Saskatchewan, Manitoba, Northwest Territories, Nunavut, Yukon, Prince-Edward Island, Nova Scotia, New Brunswick, Newfoundland, Labrador, Ontario for order under 35$.

Please follow the 5 steps below for all returns by mail:

Œ1-Circle the item(s) on your invoice that you wish to return. 2-For each returned item, indicate the reason for the return on the original invoice by following the number chart below. Simply indicate the corresponding number next to the item(s) selected to be returned on the original invoice.

3- Pack and close your return merchandise securely in the original shoe box and shipping packaging you received upon delivery and include your original purchase invoice with the reason for return in the shoe box. 4- Stick the pre-paid Canada Post return label on the exterior of the package. 5-Drop the package off at a Canada Post office to issue the return. For further details please contact customer service.

Make certain to keep a copy of your 16 digit tracking number provided by Canada Post as it may be necessary to determine the status of your return using the website www.canadapost.ca. Konkrete. will not be held responsible for lost or stolen packages.

Once your return is checked-in at the warehouse, you will be sent an email to let you know it has been received and that your refund has been issued. From this time, it takes up to 3 business days to show up on your credit card, debit card or PayPal account. Refunds are always issued to the original method of payment.

Can I return merchandise to store locations where Konkrete items are sold? 
No. You must return your merchandise via konkrete.ca

How do I get a return shipping label? 
If you are located in the free territories, see our return policy, your standard return shipping label is already included in your original package.

What is the usual turnaround time for returns? 

If you are shipping it back to us using one of our prepaid return labels the usual turnaround time is 1-2 weeks from the day you give the package to Canada Post until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as package may be returned to you.

Can I exchange an item for another size, style or color? 
At this time we are not able to process exchanges if you wish to make an exchange, ship the merchandise back to us for a credit and please place a new order for the style and color you want. Clearance items may not be returned or exchanged. 

What is your policy on damaged items? 
If you receive damage or defective items, please notify us immediately via email at info@konkrete.ca or call 1-844-360-9757.

 

PROMOTION RULES

- Promotions do not apply to clearance items unless otherwise stated.

- Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer.

- Qualifying promotion amount applies to merchandise only, excluding sales tax and shipping and handling charges.

- Offers are non-transferable.

- Konkrete has the right to cancel any promotion at any time without notice.

- Free shipping is only valid for shipping addresses in Canada excluding Yukon, Northwest Territories, and Nunavut

- All clearance styles, are excluded from the current promotion.

PRIVACY & TECH SUPPORT

Is it safe to use my credit card? 
Yes, shopping at konkrete.ca is safe.

Why is konkrete.ca so safe? 
Konkrete.ca protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. Konkrete.ca uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only konkrete.ca to decode your information and helps to create a secure environment for transactions on the Internet. If you're not comfortable shopping online and would prefer to place your order by phone, please call customer service at 1-800-konkrete , 7 days a week, 9am to 10pm EST.

Where can I learn more about your Privacy Policy? 
Please read our Privacy Policy.

CONTACT US

We always look forward to hearing from you. Please contact us:

- Via e-mail at info@konkrete.ca

- Via Phone at 1-844-360-9757 (Mon-Thu  9am to 5pm ET and Fri 9am to 1pm)

Please add info@konkrete.ca to your address book or spam filter software to ensure you receive our emails.

Mailing Address: 

Konkrete operated by GROUPE YELLOW INC.
5680 rue St-Dominique 
Montréal, Quebec
H2T 1V6
Canada

(Do not send returns or promotional material to this address)

Retail Store Purchases 
For assistance with any purchase made at a retail store where Konkrete products are sold, please return to the store where purchased.

Konkrete purchases at other retailers 
Konkrete merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.

If a retail location did not assist you 
If you have gone back to the  retail location where the purchase was originally made but still need further assistance please call 1-844-360-9757.

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