FAQs

Is there a consignor fee?

There is no fee for consigning your costume . However, if you wish to take back items prior to the end of the consignment contract period, you will be charged a $30.00 administration fee .

What methods of payment will you accept?

We accept credit cards that are processed automatically thorough our order system. Please do not attempt to mail us cash or cheque.

Can I pick up and/or drop off my items?

Once More From the Top is an e-based company, so we request that you follow the proper consignment and shipping procedures.

How do I know if what I buy will fit?

We provide a universal size chart that will help you purchase products in your size. If you are unhappy with the size or fit of your product, you may return it, subject to and in accordance with our returns policy.

Can I order by phone?

To help keep our prices competitive, purchases can only be made through our website. However if you have questions please call us.

What currency can I pay in, and how will I be charged?

All prices are shown in CND dollars. For all other customers, the current exchange rate will be applied and you will be charged in the currency of your country of residence.

When will I be charged?

Our ordering system will authorize your card the moment you place your order and a charge/debit will likely occur within 24 hours

Can I be assured that my personal information will not be sold or rented to anybody else?

We value our customers and respect their privacy. We collect customer information soley to fulfill your order, to improve your shopping experience and to communicate with you about our products, services and promotions. We do not sell or rent your personal information to third parties. All promotional emails that we send have an easy unsubscribe feature that allows you to remove yourself from future mailings.

Can I change my order or cancel it after I've placed it?

An order cannot be cancelled once it is processed. A return and refund may be applied in accordance with our returns policy We cannot modify an order you’ve already placed . If you need to add on additional items, please submit a new order for the item you want and we will do our best to ship your items together.

What if any of my items arrived damaged or short shipped?

Should any of your items be delivered to you in a damaged condition or if the number of items doesn't match the bill of lading, you must let us know by email within 3 days of delivery. Please return any damaged items to us within 7 working days. Pending its evaluation, for insurance purposes, we will make arrangements to either ship you an undamaged item at no extra cost to you or issue a full refund as per your original method of payment. For damaged goods, Once More From The Top will cover the cost of shipping the item back to us.

How do I return orders/items 

If you're not satisfied with an item, simply contact us within 3 working days of receiving your package. We will provide you with a return shipping label. The item(s) must be returned in original condition within seven (7) working days of delivery. (There is a 15% restocking fee based on the items original list price for multiple returns. The refund will be issued less the restocking fee. The restocking fee will be waived if merchandise of equal or greater value is purchased at the time of the returns.) Return the item in its original packaging, ensuring that that all the pieces, plastic bags, etc. are with the item. If returning from Canada we will take care of the return shipping. If you are returning from the US please notify us before returning any items.

How long will it take to receive my shipment?

Every item on our site ships from our location. Please allow a maximum of 8 (8) business days from the date of shipment for your order to be delivered to you (some shipments may arrive earlier).

To keep you informed of the stutaus of your order, we will send you by email

• A confirmation as soon as we receive your order
• An email note to let you know your order has been shipped, including a tracking number

If we are delayed in sending your purchase, we will make sure to keep you updated with the progress of your order. We work hard to ensure that delays don't happen, but with our growing portfolio we sometimes will encounter unforeseen issues. Please note: packages cannot be shipped to post office boxes.

What are your shipping rates?

We use flat rate shipping determined by weight, size and value. Some fabrics are quite heavy and some are not.  Different yardage amounts will significantly change the weight of a package.

Additional shipping may apply to oversized item such as tutus. Rates are calculated on your ship-to address location and the weight or size of the parcel. For Tutu deliveries please contact us in advance.

If you would like a product shipped outside of Canada or the United States please send us an email prior to purchase and we will give you a shipping cost. We have not posted international shipping rates on the site but we can ship anywhere