FAQs
Orders
Once your order has shipped, you will receive an email about how you can track your order.
If you need to change or cancel your order, please contact us immediately by sending an email to contact@untoldunknown.ca with your order number. Please note that discounted orders are final sale. Once your order is processed, we will be unable to make any changes.
Please note that discounted orders are final sale. All unworn, unwashed, and unaltered garments are eligible to be returned for a free 1-time size exchange or refund within 30-days of purchase. Please read our return policy for additional details. Please note: if you are purchasing for someone else or giving a gift, we suggest that you purchase a digital gift card. Gift cards are final sale (non-returnable). If you have any questions, please feel free to email us at contact@untoldunknown.ca.
To start the process of a return, please send us an email at contact@untoldunknown.ca. In the email, provide your order number and reason for return (along with a request for refund or size-exchange). Once you contact us, we will provide you with a shipping address to return the garment.
Once your return is received and inspected, we will send you an email to notify you that your item has been received, and to report whether your item meets the eligibility requirements to be returned for an exchange or refund. Please read our return policy for additional details.
PRODUCT INFORMATION
Our products fit true to size, but you can find item-specific sizing info on each product page. If you have any specific questions, please feel free to reach out and we will do our best to find the right fit for you! You can send us an email at contact@untoldunknown.ca. We hope to carry additional sizes in the future.
Due to the nature of untreated organic cotton, ideally you should wash your garment by hand in cold water and hang it to dry in the shade. Do not tumble dry.
Untold Unknown launched in the Summer of 2022 with three designs. We are intentionally curating a small number of limited-edition pieces that respect both environmental and artistic integrity. Our process includes extensive work with artists and local community leaders. Our focus is on providing high-quality, thoughtful pieces, rather than a wide-range of products. We will add to our catalogue slowly, so that overtime, more options will become available.
We offer discount codes to members of our community and in some cases to specific groups in an effort to make our art and sustainable products more accessible. Our aim is to develop a timeless catalogue of pieces that will always value the work of our artists, the labour needed to create each piece, and even the value of the material itself. Please join our mailing list to make sure you have access to our special offers.
COLLABORATE
Please submit your contact information and portfolio via the contact form under "artist".
Please submit your contact information and website via the contact form under "Potential community leader".
Our overall aim is to create a meaningful platform for emerging artists and to provide support to local community organizations (especially to those that may find it difficult to secure traditional funding). We do this by prominently featuring artists and community organizations on our website and communications with customers. We also ensure that our financial compensation of artists and donations to community organizations are not contingent on sales. You can find more details in Our Business Model page.
SHIPPING
We offer free shipping in Ontario. Outside of Ontario, customers need to pay for shipping based on rates made available by Canada Post during the checkout process.
Good Foot Delivery is a courier service that provides meaningful employment for the neuro-diverse community. Their couriers deliver packages via public transit and on foot. If you live within 3 km of a TTC subway station, you will see Good Foot Delivery listed as an option when you checkout. In line with our model, we aim to support local businesses that create social and/or environmental impact.
Choosing Good Foot means receiving great customer service and speedy delivery while supporting inclusive employment.
No. Once your order is shipped, Good Foot Delivery will be in touch with you to coordinate whether your package should be delivered to you in-person or dropped off in your mailbox, with the concierge etc.
Orders are usually processed within 2 business days (excluding weekends and holidays) after we receive your order. Shipping estimates are provided at checkout, based on your location and the shipping partner you select. Untold Unknown dispatches all orders from Toronto, Canada. You will receive a notification when your order has shipped. If you have any questions about delivery time, please contact us at contact@untoldunknown.ca.
We ship within North America only for the moment.
If you order outside of Canada, your order may be subject to import duties and taxes. Please contact your customs office for specific amounts and percentages. Untold Unknown cannot control and is not responsible for any duties/taxes applied to your order. You will be responsible for paying additional charges for customs clearance.
Please email us at contact@untoldunknown.ca and we will get back to you as soon as possible.
Supply Chain and Sustainability and
You can find details of our team on the credits page.
Untold Unknown's approach to sustainability balances environmental perspectives with social and economic considerations. You can read more detail about this in Our Business Model.
For our Summer 2022 Collection, we have partnered with Assisi Garments in Avanashi, Tamil Nadu, India. While we could have qualified as a “Made in Canada” brand, even though we manufacture in India, we decided not to use this label. You can read about this in manufacturing process in Our Business Model.
COLLABORATE
Please submit your contact information and portfolio via the contact form under "artist".
Please submit your contact information and website via the contact form under "Potential community leader".
We create a meaningful platform for emerging artists and provide support to local community organizations (especially to those that may find it difficult to secure traditional funding). We do this by prominently featuring artists and community organizations on our website and communications with customers. We also ensure that our financial compensation of artists and donations to community organizations are not contingent on sales. You can find more details in Our Business Model page.
