I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.

I didn't receive a tracking number, when should I expect it?

You should receive a shipping confirmation email within 3-5 days of your purchase, this can be longer during times of extreme volume. If you don't have it, it's possible that it got sent to your spam folder. Emails will come from shop@properlbc.com or info@properlbc.com

My shipped package didn't contain all of the items that I ordered. Where is the rest?

All orders are fulfilled from either a Proper retail store or our warehouse. Due to the possibility of your order being fulfilled at multiple locations, you may receive separate packages with different tracking numbers.

Additionally, exclusive releases ship from a different warehouse than regular items. You may receive multiple shipments (with different tracking numbers) for the same order.

Which countries do you ship to?

For a list of all the countries we currently ship to, please contact us at info@properlbc.com

Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an Authorization for the order amount on your card. This money has not been paid to Proper, rather your card company has put a hold on it for you while you check out. If your address information then fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 2-4 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times. 

I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel orders once they are placed.

I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, due to volume, we are unable to combine shipments on multiple orders.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by the carrier won't show up on the tracking page. Please allow 1-2 business days for this information to appear.

Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is currently being processed or the carrier missed the initial scan when they picked up your order. Tracking will be updated as soon as the carrier scans the shipment. 

Can I change the address that my order is shipped to? Can I pick it up at a UPS or FedEx store?

No, Proper only ships to the customer's billing address and cannot be rerouted to a local store. No exceptions. If you entered the wrong city, but your zip code is correct, the carrier will auto-correct this. 

I placed an online order, can I come pick it up at the store?

Unfortunately we cannot allow the customer to come pick up their web order in store.

I emailed customer service, how long will it take them to respond?

Please expect a response within 24-48 hours from our representative. If you spam our inbox with multiple emails, it will delay our response time to you and to everyone else.

I just received my online order. Can I return it for a full refund?

**Please note, Return labels are not provided to International customers. It is the customer's responsibility to purchase return shipping from a carrier most convenient for them.**

Limited release or Sale items are non-refundable and are not eligible for exchange.

If you are not fully satisfied with the goods you have received, you can return them to us within 14 days of receipt for an exchange or store credit––provided they are in their original packaging and are in a resalable condition. 

The shipping fee for the original item will not be refunded and the buyer is responsible for the return shipping fees ($10 re-stocking fee).

Proper is not responsible for any returned shipments that are lost, damaged or stolen while in transit.

All footwear returns must be double boxed (placed in a separate shipping box) with all original packaging and tags in unused and unworn condition.

Sale items and other goods identified with "all sales are final" descriptions are sold as is with all sales final.

Proper reserves the right to refuse any return that does not comply with the policy.

Please contact us if you've any concerns or questions regarding returns or exchanges by emailing them to:

shop@properlbc.com

You can also begin the returns process here.

Can I use my online credit for a phone/email order?

No. Online credits must be used for web purchases only. 

These questions didn't help. Who should I contact?

If the above questions don't help, please contact customer service here: