Question for Canadians: the Nordstrom return process? *facepalm* - YouLookFab Forum

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Question for Canadians: the Nordstrom return process? facepalm

Michelle

(website)

Veteran

Ok Canuck ladies, I need your help. It's been awhile since I had to make a return to Nordstrom, but I have to do so now...and I'd forgotten what an unmitigated pain in the ass this process is!! So much red tape! Such convoluted return directions! So much paper!

In brief, my question is this - can I take this package to Canada Post or not? If not, is it DHL or bust? And am I limited to the one and only location I can see on their useless website?
*deep breath*
Thanks for your guidance. And if your first-hand experience with this nonsense leads you to vent, be my guest.

U.S. ladies, you don't know how lucky you are with this whole shipping/handling process!!
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14 replies

Latest reply was from Michelle

Suz

(website)

Veteran

Michelle, the one time I did a return from Canada I used DHL and they came to my door and picked it up. So it was pretty easy to do. Except the item never actually got to Nordstrom's!! Fortunately, there was tracking, and they refunded me the money anyway, because they could see the problem was with DHL.

These days, I order to a US address. The border is about 45 minutes from here. I drive down, try it on, and return it then and there if it does not work. Or bring it home and cogitate for a while, and return on another trip if I must.

Good luck!!

Michelle

(website)

Veteran

AAAAAAAAAAAARGH!!! Suz, that is the most infuriating story! But at least I can try to schedule a pickup. That should help, at least in theory.
Still, though, what an outrageous process!
Please, please tell me the Amazon process is more straightforward? I'm about to look into that one now myself.
I do envy your proximity to a border. As you can imagine, that's not an option for me.
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jackiec

Veteran

OK, so I have a box in the US to which I've ordered Nordstrom stuff. Then I drive it home. I have experienced a couple of instances where I wanted to return, did not want to drive back to the states, so have taken the package to Canada Post, and paid out of my pocket to return it. In these cases I have not paid duty (although I always declare - it depends on the mood of the agent whether to waive me or send me in), so I'm not sure how that part of it works. More recently, however, I've re-packaged up my returns and brought them back across the border to return postage-free.

It's a crying shame what we have to go through. Super hassle. I am eagerly anticipating the Nordstrom opening in Vancouver. Mind you, I am sad because I feel like my "little-shopping-secret" will be out and my Nordies purchases won't be as special anymore. Same thing happened when Anthropologie finally opened here. I used to shop it all the time when I travelled. Now I rarely set foot in the local store. But I digress...

Can't tell you about the Amazon process. I've always kept what I've purchased from Amazon b/c it seemed like the cost/benefit of returning wasn't worth it (for me).

kerry

Veteran

I've returned to Nordstrom with DHL and, like Suz, they came to my door. That part was easy. What was excruciating was the cost to return! It was a lot - I think just over $40. But if I'd sent back myself, I'd forfeit the return of the duty charges.

Right now Nordstrom is duty-free so if you ordered recently you may have more (and cheaper) options.

Carolyn

Is Nordstrom's one of the chains serviced by BorderFree? If so, does the return have to be processed through BorderFree?

If possible, I would return using Canada Post, which would probably be cheaper than DHL. It's trackable and insurable, so I can't see why there would be an objection, unless Nordstrom's specifies that the parcel should be returned using DHL.

I had a parcel recently arrive that was a duplicate of an earlier one, and the company, located in California, realized it was their error. They told me that they would pay for return shipping and the money was duly deposited to my account. The problem: I received $19.99 (US) while I paid about $35.00 (Canadian) for the return! They had no idea that there was such a difference in international postal rates.

If given the option, I always choose shipping through USPS, especially if I haven't paid duty in advance. The UPS guy arrived this week to collect $20+ as a fee at the door. He mentioned that he usually doesn't have to collect for fees at my house as that is paid at the other end. He then said, "You realize that none of this is for taxes or duty. It is a brokerage fee that goes directly to UPS!"

Michelle

(website)

Veteran

Thanks for the comiseration, Canadians. The international return scene really is brutal, though Amazon's process *is* a lot more straightforward, thank goodness.
Carolyn: Yeah, Nordstrom's stuff is handled via Borderfree, and unfortunately DHL is part of the deal. When you make a return, they issue a very specific return label and accompanying paperwork with the exact item number indicated. The pdf they send with this material is six pages long. You have to sign three separate forms, apparently. I still have to get the package ready and schedule a pickup. Thank goodness I can do that, because there's only one dropoff location in all of Toronto. Whhich is total absurdity all on its own.
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K2

As a fellow canadian, this is good to know. I've bought from nordstroms and thought it was a better options than others as then I could return it. Will rethink for sure. Do any of you know though if it is possible to return to a canadian store? Calgary is a drive but doable....

Suz

(website)

Veteran

K2, I'm not sure. The whole Canadian store thing is brand new. If you check the archives (maybe try Nordstrom's Canada or something) there were a few threads a while ago. Some of our Calgary members reported on the store. It might be worth giving the store a call to find out, in fact.

As more Canadian stores open, let's hope this whole thing becomes a lot easier for us.

K2

Thanks. Didn't know there was a thread already. Should have checked first I guess *blush*. However the thread did say they would accept returns, so that is good news as we get more Nordies!

Gaylene

Veteran

I haven't actually tried to return a mail ordered item to the Calgary store, but 3 SAs assured me that they would accept these parcels. If I was still in Calgary, Michelle, I'd say mail me the package and I'd give it a try just to see how it works. Unfortunately, I'm in the midst of a move to Victoria/Vancouver area and am temporarily commuting between Edmonton and Victoria (don't ask--the logistics are crazy--I have clothes and stuff spread over four locations right now!)

The Toronto stores aren't scheduled to open until 2016, but the Ottawa store is scheduled to open in early March. Maybe hold off for a couple of months and see if a trip to Ottawa is in the works?

Glory

Veteran

Good luck with this. The Ottawa store will be opening in March but that may be past the return window for you.

Jenava

(website)

Veteran

So, technically Calgary store should NOT be accepting online returns...sorry. That doesn't mean they won't. But, I would call first if you have to drive a ways and get the NAME and number of the SA who tells you they'll take it. Duty isn't paid the same way on Canadian merchandise, since it usually lands from overseas on Canadian soil w/o going through the US first (unless it's made in the US). Therefore, you likely wouldn't get your duty back if you returned it to the Canadian store (isn't it like $25? or more?)

Suz

(website)

Veteran

Yeah, I think in this case it makes more sense just to send it back via DHL the regular way. Although the cost to do so basically equals whatever duty you paid.

(Jeneva, duty costs vary depending on the type of item it is and the item's price.)

It's a shame we won't be able to cross-border order and return even with Nordstrom stores in Canada. Very frustrating, this whole business. But you can bet I will be checking out that Ottawa store as soon as it opens!

Michelle

(website)

Veteran

Four words for that Ottawa Nordstrom opening: Canadian YLF Road Trip!
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