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We Are Here to Help | FAQS
FAQS
HOW TO SHOP WITH EY KANDEE LINGERIE ONLINE
 

Shopping online with Eye Kandee Lingerie Canada is as simple as:

Add items to your bag

  1. Ensure you are on the International website. 
  2. Browse the categories across the top navigation bar which includes Lingerie, Luxury Bras, Panties, Corests, Hosiery & Swimwear.
  3. Once you have found an item to purchase, select your preferred colour, size (if applicable) and the quantity you wish to purchase then simply click ‘ADD TO CART’
  4. You can then continue shopping or click ‘CHECKOUT’ to review the items in your bag and to finalise your order.
Proceed to purchasing items
  1. Once you have finished browsing and have added the items you wish to purchase to your bag, click the ‘CHECKOUT’ button located at the top right of the website.
  2.  You will be asked to checkout by either logging into your existing Eye Kandee Lingerie Canada account or choosing to proceed as a guest.

      • Click which option you would like to checkout as. If you have selected to checkout via your Eye Kandee Lingerie Canada account then you will need to double check that your billing information, shipping information and payment information is correct and then simply select the payment & Shipping options you wish to use.
      • By selecting 'Create an Account Later Use', an Eye Kandee Lingerie Canada account will be established whereby all your submitted contact, shipping and payment details will be saved and ready for your next purchase. You will also be able to track your current orders, view your previous order history, view your gift card balance and receive email updates with our latest arrivals, collections and online exclusives (providing you wish to receive these updates, which is easily managed within your account). To create your account you will be required to complete the following 2nd, 3rd and 4th steps in order to complete your purchase.
      • If you have selected to checkout as a guest you will be required to complete the following 2nd, 3rd and 4th steps in order to complete your purchase.

  3. Fill out your billing / shipping information and select your desired shipping option.
  4. Select your desired payment method and fill out any required fields then simply click ‘PLACE ORDER NOW’ and your order is completed.
  5. Once your payment has been confirmed you will receive an order confirmation email to the email address provided.
Changing or cancelling an order once placed

Once an order has been placed and payment has been confirmed the order cannot be changed or cancelled.
You may return an order once it has been received by following our returns process. For further information and conditions please refer to our Returns Policy.

Card and payment options

We provide a variety of payment options such as VISA, MasterCard, Discover, JCB and AMEX credit cards, Eye Kandee Lingerie Gift Cards and PayPal. 
Please note your card will be debited once your payment method has passed fraud screening and funds capture at the time of transaction. The name against the charge will appear as Eye Kandee Fashions Inc on your statement.
Eye Kandee Lingerie Canada takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Eye Kandee Lingerie Canada uses Secure Socket Layer (SSL) technology. SSL Certificates give high-security Web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.  Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

Eye Kandee Lingerie Canada online currency

You may view prices in your preferred currency, however your order will be processed and charged in CAD Dollars.

Items sold out

Items without and Add to Bag button are SOLD OUT cannot be added to your bag; however items that are currently being restocked my be pre-ordered or special order. 

 

MY ACCOUNT

Do I need to create an account to shop online?

No, within the checkout process you may select the option to checkout as a guest rather than signing in or registering an account. However having a Eye Kandee Lingerie Canada  account with us allows you to experience a faster checkout out process as all your contact, shipping and payment details will be saved and ready for your next purchase. You will also be able to track your current orders, view your previous order history, create a Love List, view your gift card balance and receive email updates with our latest arrivals, collections and online exclusives (providing you wish to receive these updates, which is easily managed within your account).

I’ve forgotten my password to my Eye Kandee Lingerie Canada account

You can easily reset your password by clicking the login link in the top right corner. Within the Login to your Eye Kandee Lingerie Canada account there is a link called FORGOTTON YOUR PASSWORD that prompts you to enter in your email address that is connected to your Eye Kandee Lingerie Canada  account, you will then be sent an email with a link to reset your password to the email address provided.

How do I change my details in my Eye Kandee Lingerie Canada  account?

If you have already signed up, click into the “My Account” section where there are options for you to change any of your details including payment / shipping details. You can do this by clicking the EDIT INFORMATION link located under each section. 
If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.

 

DELIVERY INFORMATION

When will I receive my parcel?

Delivery times vary pending on the shipping method selected at the time of checkout. For further information regarding our specific shipping times, costs and conditions, please refer to our Shipping Policy.

How do I track my order?

You’re tracking number and a link to the Canada Post website can be found on your Shipping Confirmation email that is emailed to you once the items have been picked up by Canada Post for delivery.

If your package has not arrived and you have allowed the correct time for delivery (according to the delivery type selected at checkout) and you have not received a delivery attempt card showing Canada Post attempted delivery at your shipping address, please contact our Customer Service Team.

I forgot to update my shipping address before I placed my order

Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact our Customer Service Team as soon as possible if you would like to change your delivery address and we will see what we can do for you

Do you offer International shipping?

Eye Kandee Lingerie Canada now ships to 44 countries, below you will find a list of countries we deliver to.

Which countries do you ship to?

Eye Kandee Lingerie Canada currently offers shipping for products purchased from this website to the following countries (as amended from time to time): Argentina, Belgium, Brazil, Chile, Croatia, Czech Republic, Denmark, Estonia, Fiji, Finland, France, Germany, Greece, Hong Kong, Indonesia, Iran, Ireland, Luxembourg, Macao, Malaysia, Myanmar (Burma), Netherlands, New Caledonia, Papua New Guinea, Poland, Portugal, Qatar, Russia, Saudi Arabia, Serbia, South Korea / Republic of Korea, Spain, Sweden, Taiwan, Thailand, United Kingdom, Ukraine, United Arab Emirates, Vanuatu, Vietnam

International shipping is a growing part of our business and we will continue to review other countries where our customers may be located.  If your country is not listed please contact Customer Service, as we still may be able to assist you. 

 
RETURNS AND EXCHANGES

What if my item doesn’t fit, I change my mind or my item is faulty?

If you have an item you wish to return because you have changed your mind, ordered the wrong item or the item was damaged, faulty or not your style, you may return your product as long as it within 7 days from the tracked delivery date. For more information please refer to our Returns Policy.

How do I Arrange a Return?

To return an item from your order and obtain a refund, please print off the Return Request Form and fill in the required fields and send with your parcel to the online returns address listed below along with your Eye Kandee Lingerie Canada receipt/invoice.
We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Eye Kandee Lingerie Canada. Please note, return postage costs will be at your own expense. If the item(s) you wish to return is faulty or not as ordered, please contact customerservice@eyekandeelingeriecanada.com or call 1-604-616-4967 before sending your return.

 
PAYMENTS

Is it safe to order online?

Eye Kandee Lingerie Canada takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Eye Kandee Lingerie Canada uses Secure Socket Layer (SSL) technology.
SSL Certificates give high-security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details. 
Furthermore, all pages that require you to enter your personal information or payment details on our site have the SSL Certificates, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

Do I have to pay Customs, Duties or Import Taxes on my order?

Customs policies vary widely from country to country.  For information about customs policies that apply in your country please contact your local customs office.  Any additional charges for customs clearance, import duties or local taxes are to be borne by the customer.  We do not take any responsibility for these charges and have no control over what they may be.  Please note we are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless of the circumstances.

My payment method was not accepted

Payments may be rejected for a few reasons, please ensure you check the following prior to contacting our customer service team to ensure the information you have entered is correct:
Correct credit card number or gift card number has been entered.Correct security number and expiry date has been entered.That you have sufficient funds in the relevant account If you are still having problems try an alternative payment method or contact our friendly Customer Service Team. 

 
SIZING

How do I know what size I am?

Please refer to our Size Guide, or you can also find it on all individual product detail pages. If you would like further information regarding a particular style please contact our Customer Service Team.

 
GIFT CARDS

Do you offer gift cards?

Yes, Eye Kandee Lingerie Canada offers two kinds of gift cards for your convenience.

VIRTUAL GIFT CARDS -  You can purchase CA$ Eye Kandee Lingerie Canada virtual gift cards online with the value of $50, $100, $150 and $200. The virtual gift cards can be used across our Eye Kandee Lingerie Canada online store or our Eye Kandee Lingerie Canada stores within Canada only.Our Eye Kandee Lingerie Canada virtual gift cards will be sent via email and will not incur any shipping or handling charges.
Virtual gift cards can only be redeemed for merchandise and not for cash. If the full amount is not used within a single transaction, the remaining amount will be left on the virtual gift card as any remaining value is non-transferable.
Purchase of any virtual gift cards are excluded from any sale or promotion and will not receive the discounted price.

How can I check the balance of my gift card?

Both virtual and physical gift card balances can be checked a variety of ways. Please see the following options available to you for viewing your gift card status and balance:
When purchasing online you can view your gift card balance at the checkout. When logged into your Eye Kandee Lingerie Canada Account, you can check your gift card status and balance. In store at any Canadian Store locations.Or please feel free to contact our friendly Customer Service Team.


LOVE LISTS

How do I add items to my Eye Kandee Lingerie Canada love list?

Adding your favourite Eye Kandee Lingerie Canada items to your love list is simple, just follow the below steps:
When you have found the item you would like to save, click the heart icon in the top right corner on the product listing pages or click 'Add to Loved List' on the product detail page.You will be asked to log into your Eye Kandee Lingerie Canada Account where your favourite items will be saved and you then continue to browse and shop the website.Within your wish list you will have the option to add to cart for purchasing your favourite item(s), you can also share your love list with your friends and family by email.

 
SEARCH

How do I search for a product?

Browse through the different categories by using the top menu navigation. Alternatively, if you know exactly what you are looking for you can enter the code or key word into the search function which is located at top right of our website.


PROMOTIONAL CODES

How do I enter a promotional code?

All valid promotional codes need to be keyed into the "Discount Code" field within the shopping bag before submitting your order or on the checkout page.


TECHNICAL ISSUES

Who do I contact if I am having technical issues with the website or my online payment?

For any technical issues with the website or payment issues you are experiencing please contact our Customer Service Team.

 

Updated Febuary 2016 

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