Customer Service
- Contact Us
- Shipping & Delivery
- Returns & Exchanges
- Privacy & Security
- Updating Account Information
- Retail Services
- Size Guide
- Frequently Asked Questions
- Contact Us
- At Philip Nyren Menswear & Womenswear Ltd., customer service is the foundation of our business and we believe it is what sets us apart from our competitors. We invite you to contact us at any time if you have any questions, comments or concerns.
E-store Customer Service
If you have questions regarding our e-store please email us anytime at customerservice@philipnyren.com or if you’d rather, call us at 1-250-386-1496 (ext. 231) only. Someone will be there to answer your call from Monday through Friday from 9:30am to 5:30pm PST, otherwise leave us a message and we will call you back.
In-store Inquiries
For all in-store inquires, please visit our website at www.philipnyren.com and email us at assistance@philipnyren.com
Ask Philip
For those who need fashion questions answered; relating to Menswear, Womenswear or anything else clothing related, email Philip Nyren at askphilip@philipnyren.com and he will personally answer your question.
- Shipping & Delivery
- We currently ship to Canada and the United States. For inquiries regarding shipping to other countries, please contact us at customerservice@philipnyren.com
We ship all packages via Purolator courier. We offer both Purolator Ground Services and Purolator Exress services.
Shipping charges are calculated by Purolator’s shipping calculator at checkout.
Purolator online tracking is available.
- Returns & Exchanges
- If our regular priced products fail to live up to reasonable expectations, please return them so we can repair them, replace them or refund your money. Customer satisfaction is a priority at Philip Nyren Ltd.
All sales are final on Clearance and Sale Priced Goods.
Due to health regulations, all underwear and bathing suit sales are final.- Please note that return shipping charges will be deducted from your refund.
- To return or exchange an item please complete the Returns Form you received with your order and then contact the Philip Nyren Customer Service department for a Return Authorization Number. Our Customer Service Department can be reached by email at customerservice@philipnyren.com or by phone Monday to Friday 9:30am to 5:30pm (PST) at 1-250-386-1496 (ext. 231) only.
- Click here if you need a copy of the Returns Form.
- Once you have completed your Returns Form and received a Return Authorization Number we will email you a Purolator Return Shipping Label. At that time you can pack and secure your item(s) in the original packaging with the Purolator Return Shipping label securely affixed to the outside of the package. The Return Authorization Number must be clearly visible on the outside of your Returns Package for us to accept the package.
-
Either call Purolator to arrange a pick up or drop off the package at your nearest Purolator location.
Please address your package as follows:
Return Authorization #: _________
E-store Returns
Philip Nyren Menswear & Womenswear Ltd.
960 Yates Street
Victoria, BC V8V 3M3 - CANADA
- If you require an exchange, we will ship your new merchandise as soon as we receive your return. If you need your new item shipped earlier, or if you have any questions, please contact us via email anytime at customerservice@philipnyren.com or call us Monday to Friday 9:30am to 5:30pm PST at 1-250-386-1496 (ext. 231) only.
-
***Returns must have all the original tags attached, have never been worn or washed, and must be free of alterations.
***We ask for 7 Business Days from the time we receive your return to process it.
- Privacy & Security
- Philip Nyren Menswear & Womenswear ltd. is committed to protecting the privacy of our customer's personal information. Click here to view our Privacy Policy.
- Updating Account Information
- We want to be able to keep in touch with you, so if your contact information changes please keep us in the loop. Click here to access your account and verify your information.
- Retail Services
- Philip Nyren Menswear & Womenswear Ltd. is an independently owned store located in Victoria, British Columbia, Canada. To find out more about us and our in-store services click here.
Philip Nyren has a long history of doing business in Victoria, British Columbia, Canada, previously under the name British Importers. To find our more about our past, starting in the 1920’s, click here.
- Size Guide
- You can view our comprehensive size guide, broken down by category, here.
- Customer Service
What if I have questions?
Our customer service dept may be reached at 1-250-386-1496 (ext. 231) only between 9:30 am and 5:30 pm PT Monday through Friday. If you call outside of regular business hours you will have the option of leaving a message. However, for a quicker response, send emails to customerservice@philipnyren.com. We’ll always do our best to respond as quickly as possible. - In-store vs. On-line
Will I be able to buy everything that I find in your Philip Nyren store at www.philipnyren.com?
Not yet. Initially, only a small selection of items will be available online. Of course, as we expand the site, we’ll also increase the number of products you can buy from the comfort of your home or office. Also, we will be selling some items exclusively online. Those items will only be available on our online store.
Are the prices different online versus in store?
No. The prices are the same online, and at our regular store location. However, we do offer some items exclusively online and they are not available in the store.
I saw an item on the website, and now it has disappeared? What happened?
We occasionally add or remove garments depending on inventory and seasonality.
Will the colors on my screen match the actual products?
We make every effort to match the colours of what we have on stock to what you see on our site. That said, colours seen online depend more on your monitor than the site. If you are concerned, drop us a line and we can take a look for you.
Prices- Why are your Canadian prices sometimes higher than US prices?
Duties and taxes on imported items are at different rates for Canada and the US. Import rates and exchange rates at the time of the products' reception all have an affect on the final pricing for each item. These rates are independently determined within Canada and within the United States and can differ quite a bit in some cases.
Will you price match other websites or stores?
We do not price match other websites or stores.
Payment
What forms of payment do you accept?
We’re pleased to offer a variety of payment methods; Visa, MasterCard and Philip Nyren Gift Cards.- Can I use Philip Nyren gift cards online?
Yes, simply enter your Philip Nyren Gift Card number and security code when you check out.
- How can I check my Philip Nyren gift card balance?
At this time you will need to contact our Customer Service department to check your Gift Card balance. Once construction of this online component is completed, this feature will be available on our Gift Card page. You will eventually be able to enter your Gift Card number and security code and your current balance will appear.
Security
Is ordering online secure?
Yes, of course, www.philipnyren.com is on a secure SSL server. This means all information that you send through the Internet is encrypted. If you choose to pay by credit card, you’ll even need to enter your number each time because we don't store your number on our site as an additional security measure. For more information on this topic, please review our Privacy Policy.
What is a CVN code and why do you need the CVN code to complete my online order?
The Card Validation Number (CVN) is the digits that confirm that the credit card number you are using is in fact the credit card in your hands. For Master Card and Visa, these can be found on the back of your credit card.
Shipping
Where do you ship to?
At present, we ship to Canada and the United States. Unfortunately, due to licensing agreements with some of our vendors, certain items can only be shipped within Canada.
What about shipping costs?
Shipping costs will be calculated by Purolator's Online Shipping calculator. You have two shipping choices; Purolator Ground or Purolator Express. Times vary depending on where the goods are shipped to.- What taxes and Duties are applied to my order?
- Taxes will be applied based on the province you are shipping the goods to. Canadian Taxes do not apply to orders shipped to the United States, however Duty is payable on goods shipped to the United States. The cost of Duty is calculated by the United States Government and Philip Nyren Ltd. is not responsible for Duty charges.
When will my order be shipped?
Orders are not shipped until we complete a credit verification. If you haven't received your Shipping Confirmation within 48 hours of placing your order, we will contact you to verify your Billing and Credit Card information. There's a chance we'll need more information from you before processing the order.
Orders placed Monday to Friday (excluding holidays) before 1:00pm PST will begin processing that day. Orders placed after 1:00pm PST will not begin processing until the following business day.
How do I change or cancel my order?
Simply call our Customer service dept at 1-250-386-1496 (ext.231) only between 9:30 and 5:30pm PT Monday through Friday, or send an e-mail to customerservice@philipnyren.com
What is your return and exchange policy?
If you are not satisfied with your order, for whatever reason, it can be returned within 10 business days of delivery for a full refund, excluding shipping costs. We ask that you fill out the returns form, call us for a Return Authorization Number and use the Purolator return label that came with your order.
If you wish to exchange a garment for a different size or colour, please contact Customer Service via email to customerservice@philipnyren.com or via telephone to 1-250-386-1496 (ext. 231) only. At that time a Customer Service Representative will be able to tell you if we have the garment you desire in-stock and will give you directions on how to return your original item.- All sales are final on Clearance and Sale Priced Goods.
Due to health regulations, all underwear and bathing suit sales are final.
Is there a printable returns form on the site?
Yes. Click here.
How long does it take to process my return?
Once your package has been received by us, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.
Clearance product is final sale. Final sale product cannot be returned.
