FAQ

Questions about COVID-19

Questions about eclipsestores.com

Questions about Eclipse, Eclipse Basic or Rio stores

Questions about Gift Cards

Questions about coupons

Questions about our products

Questions about our company


Questions about COVID-19


When are you reopening your stores?

  • Our stores are now open! Visit our Store Locator for more information on our opening hours.


  • How is Eclipse responding to the COVID-19 situation to ensure the safety and wellbeing of its customers and employees?

    We understand that the current situation in Canada, and globally, with COVID-19 (coronavirus) has many people feeling uneasy and overwhelmed. We would like to let you know how Eclipse is responding to ensure the safety and wellbeing of our employees and customers.

    As the situation is quickly unfolding and changing in Canada, we continue to monitor developments and information released from the Canadian and Provincial Governments. Eclipse will respond to these changes and requirements as is needed.

    We are actively following the guidelines and recommendations as outlined by the Public Health Agency of Canada and local health authorities and have taken steps and implemented guidelines to ensure we take necessary preventative measures.

    From the comfort of your own home, we will continue to serve you at eclipsestores.com. We have taken all recommended and necessary precautions to ensure the health and safety of our distribution operations so that you, our valued customer, can continue to enjoy the fashion you love, safely.

    We are continuing to monitor the situation and will adjust our procedures as necessary. We hope you all stay safe and well. Please be kind to everyone during this challenging time, we will all get through this together.


  • Are returns and exchanges permitted in stores?

    We will gladly refund, within 14 days of purchase, all unwashed, unworn and fully tagged eligible merchandise in its original condition, when accompanied by the original sales receipt. After 14 days, we will no longer accept returns.

    Refunds will be issued in the form of payment originally used to complete the purchase. If you do not have the original receipt, you will be credited the current selling price of the item(s) in the form of an Eclipse gift card. To process the refund, you will be required to give your name and telephone number. Please note that we will handle this information in accordance with our Privacy Policy.

    Some items purchased in store are final sale and are not eligible for a refund or exchange.

    Eligible items from online purchases can be returned in store if the return is processed within 30 days of the shipping date. Please read the Return Policy for online orders for more information.


  • What added safety measures will be taken in-store?

    To ensure everyone’s safety, we have increased our cleaning and disinfecting duties to ensure all frequently touched surfaces are safe and clean at all times.

    Hand sanitizing stations are available in store for our customers.

    To ensure physical distance and to allow for ease of shopping, we reduced our maximum occupancy in store, we reorganized our store’s layout and we added some floor indicators to facilitate the 2-meter distance.

    Our teams are briefed on proper hand washing, good hygiene, social distance as well as on all provincial health policies put in place by their respective provincial government. Employees showing any symptoms or have been in contact with anyone with COVID-19 will not come to work.


  • Can I pay with cash?

    While we accept all methods of payments, we strongly encourage our customers to use a contactless method of payment such as credit cards and debit cards.

    For your convenience, the tap limit for Visa and Mastercard have now increased to $250.


  • Can I try on clothes in the fitting rooms?

    Yes, our fitting rooms can be used.

    We have taken the measure to close every 2nd fitting room to allow more distance between customers. Fitting rooms are also disinfected multiple times a day.


  • Can I bring my reusable bag?

    In an effort to limit exchanges between employees and customers, in most provinces, we discourage our customers to use their reusable bags. If you bring your reusable bag, we ask that you refrain from putting it on the counter area.


Questions about eclipsestores.com

  • What is your return policy for purchases made at eclipsestores.com?

    We offer full refunds, within 30 days of the shipping date, on all unwashed, unworn and fully tagged merchandise, when accompanied by the original packing slip. Some items are final sale and cannot be returned. For more information and a full list of final sale items, visit the Return Policy section of our website.


  • Can I return my online purchase to an Eclipse store near me?

    For your convenience, merchandise purchased from eclipsestores.com can be returned to any Eclipse location free of charge. To find the Eclipse store nearest you, use our Store Locator.


  • Can I exchange my online purchase for another size, colour or style?

    We do not offer exchanges by mail. You may exchange eligible items from an online purchase in person at any Eclipse location. Alternatively, you may follow the instructions for returning an item by mail and order a new item from eclipsestores.com. For more information and a full list of final sale items, visit the Return Policy section of our website.


  • I have received my order but one or more of my items are missing or incorrect. What should I do?

    Contact our Customer Service Team as soon as possible at 1-888-883-4728 (Monday to Friday 9:00am to 5:00pm NST / 7:30am to 3:30pm EST). Please do not attempt to return the items without contacting us first. Please have your order number ready.


  • Can I place an order by telephone?

    We are unable to process orders by telephone. For your security we do not accept credit card information from our customers over the phone.


  • How can I pay for my online purchase?

    We accept Visa and MasterCard.


  • How do I use a coupon code or apply a promotion to my online purchase?

    You will have the option to enter a coupon or promotion code during the checkout process.


  • What is the difference between Billing Address and Shipping Address?

    Your Billing Address is the address that is on file with your credit card company. If you do not enter this information as it appears on your credit card statement, your payment may be declined.

    Your Shipping Address may be the same as your Billing Address, or it may be your home, work, or another address. Your order will always be shipped to your Shipping Address.


  • Do you ship outside of Canada?

    At this time we are only able to ship to addresses within Canada.


  • Some of my personal information has changed. How do I modify my eclipsestores.com account information?

    To make changes to your account information, please sign in on the My Account page using your email address and password. Ensure you save your changes after updating your information. If you have any issues while updating your information, contact our Customer Service Team at contact@eclipsestores.com.


  • I found an item in an Eclipse store but I can’t find it online. Can I still order it?

    Because the availability of products can change quickly, there may be items available in our stores but not online and vice versa. If you know the style number of the item you are looking for, you may contact our customer service team at contact@eclipsestores.com and we will do our best to help you locate the item. Alternatively, you can contact your local store directly to check inventory. To find contact information for our stores, use our Store Locator.


  • An item I want is sold out in my size. Will more become available?

    While we do our best to keep our inventory levels high, as seasons change some styles will not be replenished as they sell out. If your size in unavailable online you may use the Find In Store tool located on each product’s page to search for the item in a store near you.


  • Does eclipsestores.com have a size chart?

    You can find a link to our Size Chart in the footer on every page. It is listed under Shopping Tools.


  • What are the rules and regulations of the "Product Review Contest"?

    There will be one (1) monthly prize awarded, of one (1) of the following options:

    (i) One (1) $150 Eclipse Coupon. Coupon Valid Online Only. Coupon not redeemable in stores.

    (ii) One (1) $150 Eclipse Gift Card. Gift Card is only valid in-store. Gift Cards cannot be accepted online.

    Odds of winning depend on the number of eligible entries. Every product review counts for one entry. Dishonest reviews are strongly discouraged.


  • How do I leave a review on an item?

    To leave a review, you must first sign in to your account. To sign in, click the ‘My Account’ icon on the top right corner of the website.

    If you do not already have an account, click on the ‘Create Account’ button to register. Fill out the required fields on the ‘New Customer’ form and once complete, click ‘Create’.

    Once you are signed in, search or browse for the item that you would like to review. On the item page, select the ‘Reviews’ tab located to the right of ‘Product Details’ and ‘Fabric Care’. Click on the ‘Write a Review’ button, and fill out the review form, including your name, star rating (out of 5), review title, and any comments.



Questions About Eclipse, Eclipse Basic, or Rio stores.

  • What is your return policy for purchases made at an Eclipse, Eclipse Basic or Rio store?

    We offer full refunds, within 14 days of purchase, on all unwashed, unworn and fully tagged merchandise, when accompanied by the original sales receipt. Some items are final sale and cannot be returned. For more information and a full list of final sale items, visit the Return Policy section of our website.


  • What is your exchange policy for purchases made at an Eclipse, Eclipse Basic or Rio store?

    We accept exchanges of unwashed, unworn and fully tagged merchandise within 30 days of purchase or within 30 days from the date the merchandise was placed on layaway. Some items are final sale and cannot be exchanged. For more information and a full list of final sale items, visit the Return Policy section of our website.


  • Are all of the items shown on eclipsestores.com available in stores?

    Because the availability of products can change quickly, there may be items available online but not in stores and vice versa. To check if an item shown online is in a store near you, use the Find In Store tool located on each product’s page.


  • How can I find an Eclipse location near me?

    To find a store near you use our Store Locator.



Questions About Gift Cards.

  • Can I buy Eclipse Gift Cards online?

    Gift Cards are available online in $20, $25, $30, $40, $50, $75, $100, $150 and $200 denominations and always ship for free. To purchase a Gift Card, click on the Gift Cards link in our website’s menu. Please note that Gift Cards cannot be applied to online purchases.


  • Can I buy Eclipse Gift Cards in-store?

    Gift Cards may be purchased at any Eclipse, Eclipse Basic or Rio location in any dollar denomination.


  • How can I redeem my gift card?

    Eclipse Gift Cards can be redeemed on purchases made at any Eclipse, Eclipse Basic or Rio location. Unfortunately at this time Gift Cards cannot be redeemed online.


  • Are Eclipse Gift Cards reloadable?

    You may reload your Gift Card at any of our stores. At this time, Gift Cards cannot be reloaded online or by phone.



Questions About Coupons.

  • Why didn’t my coupon get applied to everything in my order?

    Our discount coupons are set up so they cannot be combined with any other offer or discount, both in-store and online. If any items in your cart are already being discounted by an existing promotion any coupon code entered will not add an additional discount to those items.



Questions about our products.

  • What is the size range of clothing available at eclipsestores.com and in stores?

    At eclipsestores.com and in our stores, most tops are available in sizes XS to XL, and most bottoms are available in sizes 1 through 15 or 24 through 36. However, some styles may not be available in all of these sizes. Select styles may be available in size XXL.


  • What is your policy on returning merchandise due to a manufacturing defect?

    Merchandise, except for final sale items, with a manufacturing defect can be returned within 3 months (90 days) from the date of purchase. Please note that normal wear and tear is not considered a manufacturing defect.



Questions About our company.

  • Where is the Eclipse Head Office Located?

    Our Head Office is located in St. John’s, Newfoundland and Labrador. For information on how to contact our Head Office, visit our Contact Us page.


  • How do I apply for a job at Eclipse?

    Current job openings are listed in the Career Opportunities section of our website. You may also visit the store nearest to you to enquire about available positions.


  • How do I apply to be an Eclipse model?

    Information about how to apply for modelling opportunities can be found on the Model with Us page of our website.


  • Does Eclipse offer franchising opportunities?

    Eclipse Stores Inc. is a privately owned company and does not offer franchising.


  • How can I get more information about Eclipse?

    For more information, please visit our About section or email contact@eclipsestores.com