Informativa sui rimborsi

We want you to love your Straw purchase, but we understand that sometimes it may not be quite the right fit. As a small business, returns come with shipping and handling costs, so we’ve kept our process straightforward with a modest fee to help cover them.

If something isn’t working for you, we’re here to help.

Return Eligibility

You have 30 days from the date you receive your order to request and ship your return.

To qualify for a return:

  • Items must be unworn, unused, undamaged, and in re-sellable condition.
  • Items must include their original packaging and any original tags.
  • You must provide a valid order number or proof of purchase.

Submitting a return request within 30 days is not enough on its own. Your authorized return must also be shipped back within that same 30-day window. It does not need to arrive at our warehouse within those 30 days.

Please contact us promptly to allow time for authorization and shipping arrangements. Keep your shipping receipt as proof of the date your return was sent.

All returns require prior authorization. Authorization to send an item back does not guarantee a refund; final approval is subject to inspection once we receive your return.

Items returned without prior authorization, shipped after the deadline, or that do not meet these conditions may not be accepted.

How to Start a Return

You can start a return through your customer account on our website or in the Shop app. Log in, select Manage your order, and choose Start a return.

Prefer email? Contact info@strawco.ca with:

  • Your order number
  • The item you’d like to return
  • Your reason for returning it

All return requests, including requests submitted through your account or the Shop app, are subject to review and approval. Submitting a request does not guarantee that your return will be accepted.

Once your return request is authorized, we’ll provide instructions on how and where to send your package. For Canadian and U.S. returns, we’ll also provide a prepaid return shipping label.

Please follow our return instructions and keep your shipping receipt and tracking information until your return has been completed.

Return Shipping & Fees

Canada

A combined $6.99 CAD return-shipping and restocking fee per returned order will be deducted from your approved refund.

United States

A combined $6.99 USD return-shipping and restocking fee per returned order will be deducted from your approved refund.

International — Outside Canada & the United States

Customers are responsible for arranging and paying for return shipping.

An additional $6.99 USD restocking fee per returned order will be deducted from your approved refund.

Straw will cover any applicable customs duties or import charges incurred when your authorized return enters Canada.

Please wait for our return instructions before sending your package. Clearly identify the shipment as returned merchandise on the customs declaration and follow the documentation instructions we provide. We recommend using a tracked shipping service and keeping your proof of shipment.

A Note on Straw Strap Fit

Please review the fit notes on the product page carefully before ordering a Straw strap.

For international orders, we highly recommend adding temple sleeves if you’re unsure about the fit, particularly if your eyewear has thinner temples. Temple sleeves can help improve the fit on compatible frames, but they do not make the Straw strap compatible with every frame style.

If you’re unsure, email info@strawco.ca before ordering. We’re happy to help you assess the fit.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, email info@strawco.ca as soon as possible with your order number, a description of the issue, and clear photos.

We’ll review the issue and help arrange the appropriate next steps. If we confirm that your item is damaged, defective, or incorrect, any required return shipping will be covered by Straw, and no restocking fee will apply.

Please contact us before sending anything back.

Final Sale & Non-Returnable Items

The following items are not eligible for standard returns:

  • Custom, personalized, or made-to-order products
  • Gift cards
  • Items specifically marked Final Sale

Discounted items remain eligible for return unless they are specifically marked Final Sale. Seasonal and limited-edition releases are non-returnable only when marked Final Sale.

If you’re unsure whether an item is eligible for a return, please contact us before purchasing. If a final-sale item arrives damaged, defective, or incorrect, please contact us so we can review the issue.

Exchanges

We currently do not offer direct exchanges.

If you’d like a different item or colour, please request a return for your original purchase and place a separate order for the item you’d like. Standard return conditions and fees apply.

Refunds

Once we receive and inspect your return, we’ll email you to confirm whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days, less the applicable return-shipping and restocking fees outlined above.

Original shipping charges, duties, and import taxes are non-refundable.

Your bank or credit card provider may need additional time to process and post the refund.

If more than 15 business days have passed since your refund approval and you still haven’t received your refund, please contact info@strawco.ca.

Have a Question?

Whether you need help with fit or have a question about a return, email us at info@strawco.ca. Please include your order number if you’ve already placed an order.

There’s a small team behind this inbox, and we’re always happy to help.