Refund policy

We want you to love what you order. Packing and shipping across Canada has an environmental and business cost, so we ask that you choose your purchases carefully and keep returns to a minimum.

Returns
You have 14 days after receiving your item to request a return. To be eligible, your item must be:

unused and in the same condition you received it
in its original packaging, with tags
accompanied by your receipt or proof of purchase

How to return an item

Email us at info@iittala.ca with your order number and the reason for your return.
If your return is approved, we’ll send you a return shipping label and instructions on how and where to send your package.
Pack the item securely, as glass and ceramics are fragile in transit.

Please don’t ship anything back before your return is approved. Items sent to us without an approved return request cannot be refunded.

Refunds
Once we’ve received and inspected your return, we’ll let you know whether your refund is approved. If it is, the cost of the return label and a 5% credit card processing fee will be deducted, and the remainder will be refunded to your original payment method within 10 business days of approval. Your bank or card company may need additional time to post the refund. If more than 15 business days have passed since approval and you haven’t received it, please contact us at info@iittala.ca.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us within [7 days] of delivery with photos and keep the packaging. We’ll arrange a replacement or refund at no cost to you, with no label or card fee deductions.

Non-returnable items
We cannot accept returns on sale items, gift cards, special orders, or personalized items.

Exchanges
Exchanges are processed as a return plus a new purchase. The value of your returned item is issued as store credit on your account, which you can use to buy the new item.

Questions?
Email us any time at info@iittala.ca.