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Returns and Exchanges

Our Return Policy:

Returns may be made within 15 days of purchase for non-rewards members and 30 days for members where the sale was associated to their account. If it has been longer than the number of days stated in our policy we will unfortunately not be able to offer you a return or exchange on your order.

In order to be eligible for a return your items must be unused and in good condition for resale. It is up to the discretion of our staff to determine whether an item is eligible for return.

We do not accept returns on any custom orders, discontinued products, and several hazardous goods.

Items that are not eligible for return or exchange include:

  • Gift Cards
  • Spray Paints, varnishes, or any products in aerosol cans
  • Openstock Markers and Fineliners
  • Fine writing pens and accessories
  • Canvas Per Yard
  • Custom Framing and Artwork
  • Custom Made and Special Ordered Products
  • Shipping Fees

To complete a return you must provide a proof of purchase. If you cannot provide a proof of purchase we may not accept your return.

Please do not send your purchase back to the manufacturer.

Returning an In-Store Purchase:

To return an in-store purchase please bring the following back to the store:

  • The item you would like to return
  • Proof of Purchase (A copy of the receipt or the emailed receipt)
  • Your original payment method such as your debit card or credit card

Please see a store clerk to complete your return.

Returning an Online Purchase:

You may return purchases made online either in store or by shipping the item you would like to return back to us. When returning an item by shipping it back to us please be sure to include the following in the box:

  • Full Name 
  • Order Number
  • A description of the returned item

Please allow 2 to 5 business days for our staff to inspect your return and process a refund from when we receive the returned package.

You are responsible for any shipping fees associated with online returns. Returns must be shipped within the return window in order to be processed. If the item(s) you are returning are valued over $75.00 we recommend that you opt for a tracked shipping option for your return.

Please ship returns to:

231 Bank Street
Ottawa, Ontario, K2P 1 W9

If you are returning an online purchase because you received a damaged or defective product please contact us by filling out the form here before shipping the product back to us.

Please note that Wallack's is not responsible for items returned via shipping until the package has been accepted by a Wallack's employee. Any items lost in transit will not be refunded.


 When doing a return in store your refund will be processed immediately and you will be provided with a receipt of the return (physical or digital receipt). When doing a refund in store you will be required to have your original payment method present for the refund. 

Items will be refunded based on the value at purchase. If the item was purchased on sale or discounted the refund will be processed for that amount. 

When doing a return for an online order your refund will be processed back to your original payment method. This includes credit cards, debit cards, and gift cards. 

For refunds onto debit and credit cards please allow up to seven business days for the refund to appear back on your card.

If you are receiving a refund back onto a gift card that you no longer have please contact the store by filling out the form here.

Late or missing refunds

Please note for refunds on debit or credit card it may take up to 7 business days for the refund to show on your account.

If you haven’t received a refund yet and it is beyond the 7 business days please do the following:

  • Check your original payment method to confirm that the refund is going where you expected it to go, refunds are always processed onto the original payment method
  • Double check your bank account to make sure the refund is not showing in pending or any other location
  • If you paid with a credit card then contact your credit card provider
  • Contact your bank as there is often some processing time before your refund if officially posted

 If you’ve done all of this and you still have not received your refund yet, please contact us by filling out the contact form found here.


The same policy that applies to refunds also applies to exchanges. Please check our refund policy above for more information.

Please note that exchanges may only be performed in store at this time.

If you wish to exchange a product purchased online we encourage you to visit the store or complete a return and purchase the new item that you need in a separate order.

If you received a damaged or defective product and wish to exchange it please contact us here.


Gifts and Gift Receipts

For purchases with a gift receipt or that were marked as gifts when purchased online you may return them for a gift card of the value of your return. Please note that the return window still applies to gifts.

For purchases that do not have gift receipts we can only process the refund onto the original form of payment. Please follow our returns/refunds guides above. We apologize for any inconvenience this may cause.

 Returns with gift receipts are only eligible for refunds onto gift cards unless the original form of payment and proof of purchase is present. 

 Didn't find an answer to your question? Contact us here.