How can we help?

If you can't find the answer to your question below or are having technical issues with the site, please give us a call or email us.

1-888-342-3097 (Toll free)

marketservice@unicef.ca

Top Questions

  • How do I place an order?

    Ordering from UNICEF Market is easy! Once you find an item you would like to purchase, simply click the "Add to Cart" button in that product's description page. You can check the contents of your cart at any time by clicking the "cart" button at the top of the page. If you decide to remove an item from your cart, just click "Delete" to the right of the product you would like to remove. You can also adjust the quantity of any product in your shopping cart. To do this, type in the new quantity and click on the "Update Quantity" button at the bottom of the shopping cart page. Assuming the quantity you have requested is available, you will now see the adjusted quantities as well as your new subtotal (if you enter a quantity that is greater than the quantity available, your purchase quantity will reflect the maximum quantity available).

  • Where is my order?

    If you placed an order more than 10 days ago and would like to find out the status, please send an email to marketservice@unicef.ca and include your name, order number, and email address. A member of our customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

  • What forms of payment do you accept?

    UNICEF Market accepts payment by credit card (Visa or MasterCard), either online through our secure server or by phone. We also accept payment by PayPal; orders placed using these payment methods must be placed online through our secure server. If you are paying via credit card and would prefer to place your order over the phone, please contact a member of our customer service team toll-free at 1-888-342-3097. Please note that credit cards will be charged only after an order has shipped from our fulfillment center, although an authorization will be obtained at the time the order is placed.

  • How long will my order take to arrive?

    On average, orders arrive to the destination address in 2-4 weeks. The delivery time will depend primarily on two factors: item availability and shipping service. Please allow up to 2 weeks additional time for deliveries to remote areas.

    Item Availability:

    Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery timeframe.

    Shipping Service:

    During checkout, we will show you a list of available shipping services and their corresponding prices and timeframes. You may also view shipping charges and timeframes through the Estimate Shipping link in the shopping cart. Note some items carry a special delivery timeframe that may differ from that of other items from the same region -- these items are clearly labeled with the special timeframe on the product detail page (as well as in checkout).

    If we determine that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

  • How do I return an item?

    Refunds will be available for up to 60 days from the day you receive your order. You must request a Returned Merchandise Authorization (RMA) number during this 60-day period to qualify for a refund.

    To request an RMA number, please call 1-888-342-3097 or send an email to marketservice@unicef.ca with your order number. If your return is in any way a result of an error by UNICEF Market, we will provide you with a prepaid return label and will happily refund all applicable shipping costs paid on the product(s) you are returning.

    If the return is not the result of an error by UNICEF Market, you will be responsible for all shipping and gift box costs incurred for the order and any costs associated with returning the item(s). Please send your return using a reliable carrier that offers tracking (such as UPS, FedEx, Purolator, or Canada Post). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the returns center in their original condition.

    IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at the Returns Center.

    No refunds will be available after the 60-day returns period has expired.

    For more information on how to return items, please visit the Returns section of this page.

Ordering and Payment

  • How do I place an order?

    Ordering from UNICEF Market is easy! Once you find an item you would like to purchase, simply click the "Add to Cart" button in that product's description page. You can check the contents of your cart at any time by clicking the "cart" button at the top of the page. If you decide to remove an item from your cart, just click "Delete" to the right of the product you would like to remove. You can also adjust the quantity of any product in your shopping cart. To do this, type in the new quantity and click on the "Update Quantity" button at the bottom of the shopping cart page. Assuming the quantity you have requested is available, you will now see the adjusted quantities as well as your new subtotal (if you enter a quantity that is greater than the quantity available, your purchase quantity will reflect the maximum quantity available).

  • Where is my order?

    If you placed an order more than 10 days ago and would like to find out the status, please send an email to marketservice@unicef.ca and include your name, order number, and email address. A member of our customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

  • Can I cancel or modify my order?

    Your order request is promptly sent to our international fulfillment center(s). Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us at marketservice@unicef.ca and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

  • Pricing Errors and Cancellation of Orders

    UNICEF Market reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:

    1. Product pricing error: Because UNICEF Market offers a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the price paid, we will adjust your charge and give you the lower price.
    2. Misuse or abuse of a gift card or promotion code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us at marketservice@unicef.ca prior to placing an order.
    3. Billing information provided for the credit card does not match the information on file with the card issuing bank.
    4. Credit card declined by the financial institution.

    PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until a representative of UNICEF Market has confirmed that none of the aforementioned conditions apply to that order

  • Do the prices on your items change?

    Price fluctuation occurs primarily because UNICEF Market products in most incidences ship directly from the region where they were made, and therefore foreign currency fluctuation impacts an item's price in dollars. These changes are typically very small -- however, in the case of large currency movements, the price swings can be noticeable. Another factor in price fluctuation is that artists have control over their pricing and can change their prices based on the supply and demand of their products.

  • What forms of payment do you accept?

    UNICEF Market accepts payment by credit card (Visa or MasterCard), either online through our secure server or by phone. We also accept payment by PayPal; orders placed using these payment methods must be placed online through our secure server. If you are paying via credit card and would prefer to place your order over the phone, please contact a member of our customer service team toll-free at 1-888-342-3097. Please note that credit cards will be charged only after an order has shipped from our fulfillment center, although an authorization will be obtained at the time the order is placed.

  • Is my credit card secure?

    All credit card payments for UNICEF Market are processed through BigCommerce which is a Level 1 PCI-compliant hosting provider. Their servers are PCI DSS 3.2 certified at Level 1, which protects against credit card data breaches. If for any reason you feel uneasy about placing your order online, please call us to place your order by phone toll-free at 1-888-342-3097.

  • When will my card be charged?

    If you pay by credit card, an authorization will be obtained when you place your order, and the card will be charged once your order has been shipped from our fulfillment center. If you ordered from multiple regions, your card will be charged separately for each region as each part of your order is shipped.

  • Do you charge sales tax?

    HST, GST and/or PST will be collected on all orders where applicable. If you will be required to pay sales tax on one or more items, you will be alerted during Checkout before you submit the order.

Shipping

  • How long will my order take to arrive?

    On average, orders arrive to the destination address in 2-4 weeks. The delivery time will depend primarily on two factors: item availability and shipping service. Please allow up to 2 weeks additional time for deliveries to remote areas.

    Item Availability:

    Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery timeframe.

    Shipping Service:

    During checkout, we will show you a list of available shipping services and their corresponding prices and timeframes. You may also view shipping charges and timeframes through the Estimate Shipping link in the shopping cart. Note some items carry a special delivery timeframe that may differ from that of other items from the same region -- these items are clearly labeled with the special timeframe on the product detail page (as well as in checkout).

    If we determine that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

  • What shipping options do you offer?

    Most items from UNICEF Market will ship direct to you from one of our international fulfillment centers. Shipping times do vary between different regions, so be sure to carefully review the shipping options available when selecting your shipping service. Where multiple shipping options are available, we will indicate the corresponding price and estimated timeframe for each service.

    Orders containing more than one item from a single region will be shipped once all items from that region are ready for shipment, unless otherwise specified at the time you place your order.

  • Do you ship to PO Box Addresses?

    Delivery to a PO Box address is possible only for certain services where delivery will be made by Canada Post. You will be alerted in Checkout if the service you selected requires a physical address.

  • I shipped my order to the wrong address. Can you reship my package?

    A fee will be applied to all orders where:

    1. The incorrect address has been provided and the package is returned as undeliverable
    2. An invalid address has been provided, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect postal code; incorrect province or country information; typographical errors; or transposed digits
    3. A move or sudden change of address results in the refusal or non-delivery of an order

    The fee will consist of a $5 CAD handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

  • Can I ship my order outside of Canada?

    UNICEF Market is only able to ship to delivery addresses within Canada.

  • Will I be charged if I refuse my order?

    A $25 CAD fee (per package) will be assessed for all refused shipments. In addition, you will be responsible for any return shipping charges assessed by the courier. Shipping costs are not refundable on refused or unclaimed shipments.

    A $15 CAD fee (per package) will be assessed for all shipments that are re-routed or returned to UNICEF Market by the carrier. This fee is separate from the re-shipping fee, which is required before packages can be re-shipped.

  • Will I have to pay duties or import fees on my order?

    Any duty, tax or import fee that is due for an order will be clearly indicated during Checkout. No additional fees will be due at the time of delivery.

Returns

  • 100% Satisfaction Returns Policy

    At UNICEF Market, we want you to be completely satisfied with each and every purchase. We believe that the creation of a bridge between consumers and world artists depends on high-quality products and extraordinary customer service.

  • How do I return an item?

    Refunds will be available for up to 60 days from the day you receive your order. You must request a Returned Merchandise Authorization (RMA) number during this 60-day period to qualify for a refund.

  • Can I return a gift?

    If you have received a gift from UNICEF Market and would like to return it, you may do so by requesting an RMA number via email at marketservice@unicef.ca or by phone during the 60-day period following the original delivery date of the order. Once the return is received, we will issue you a Store Credit in the amount of the original order, less shipping charges, so that you may make a new selection from any of the offerings on the website. Please rest assured that we will not alert the person who sent you the gift to your return request.

  • Can I re-use a promotion code?

    If the return did not result from an error by UNICEF Market, you will be unable to re-use the original promotion code. If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on UNICEF Market's part, we will gladly issue you a new promotion code for a future purchase on the site.

  • When will I get my refund?

    Credit for returned products will be issued to the original form of payment (except where other arrangements have been made, as in the case of gift orders) within 7 business days of receipt of the returned merchandise. At this time we are unable to accommodate exchanges.

    Important Notes and Restrictions:

    • Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Returns Center.
    • UNICEF Market is not responsible for loss or any costs incurred (including freight, duties and taxes, or import fees) for items returned without an RMA number or to any address other than a UNICEF Market Returns Center.
    • No refunds or returns on custom orders.
    • No refunds or returns on gift cards.
    • As a safeguard against potential abuse, UNICEF Market reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.
    • Please note that gift box charges are not refundable.
  • Step-by-Step Return Instructions
    1. Request a Returned Merchandise Authorization (RMA) number. To request an RMA number, please call 1-888-342-3097 or send an email to marketservice@unicef.ca with your order number.
    2. RMA Number and detailed return instructions are provided by UNICEF Market. If the return is the result of an error by UNICEF Market, we will provide you with a prepaid return label. In all other cases, the address for the nearest Returns Center will be provided.
    3. Returning the item(s) to UNICEF Market. Be certain to include your RMA number inside each package being returned. If you are responsible for return shipping costs, please use a trackable shipping service (UPS, FedEx, Purolator or Canada Post) to ensure that all items are received at the Returns Center in good order.

    Requesting RMA Via Email

    You may submit an RMA request by emailing our customer service team at marketservice@unicef.ca. Please be sure to include your order number (which appears on your packing list), the name or Product ID of the product(s) that you would like to return, your name and email address, and the reason for the return (please provide as much detail as possible). You will receive a response from our customer service team with your RMA Number and any special return instructions, typically within one business day.

  • I haven't received my order. Is it lost?

    Be sure to indicate the complete and correct shipping address when you are placing your order. UNICEF Market is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact our Customer Service Department at marketservice@unicef.ca (be sure to note your order number and verify the correct mailing address). A member of our customer service team will check our records to determine when your order was processed and shipped. Please note that any claims related to non-receipt of merchandise must be made within 30 days of the shipment date or within 7 days of the delivery date reported by the carrier (where applicable), whichever came first.

  • What happens if my item arrives damaged or incomplete?

    At UNICEF Market, your satisfaction is our priority. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately. The best way to report any problem with your order is to email our customer service team at marketservice@unicef.ca to report a problem. In your message, please include your name, order number, and email address, and provide as much detail as possible about the situation.

    We will be happy to replace any damaged/incorrect items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs.

    Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you. Do keep in mind that if you ordered from multiple regions, you will be receiving multiple packages. Please double check that the product or products that you believe to be missing from your order were not ordered from a different region than those products that you have already received.

Sizing / Apparel Info

  • Finding Your Ring Size

    Download our printable ring sizing chart to find the perfect fit.

    Finger size changes depending on the time of day and the weather. Measure when your hands are warm, not cold, and measure at the end of the day.

  • Finding Your Apparel Size

    Take your measurements with the tape measure over your undergarments. If your measurements fall between sizes you may prefer the next larger size. Inseam, skirt and dress lengths vary by style and will be listed in the item description. Our sweaters are knit in standard sizes, however actual measurements vary by style.

    WOMEN S M L XL XXL
    6 / 9 10 / 12 14 / 16 18 / 20 20 / 24
    Bust (cms) 89 - 91.5 94 - 96.5 100 - 104 106 - 112 114 - 120
    Waist (cms) 69 - 71.5 73.5 - 76 80 - 84 87 - 91.5 96 - 99
    Hips (cms) 94 99 106 113 120
    MEN S M L XL XXL
    Chest (cms) 91 - 97 98 - 104 107 - 112 114 - 119 122 - 127
    Waist (cms) 74 - 79 81 - 86 89 - 94 97 - 102 104 - 109
    Neck (cms) 36 - 37 38 - 39 41 - 42 43 - 44 46 - 47
    Sleeve (cms) 83 85 88 90 93

    Bust / Chest

    Measure around the fullest part of chest under the arms and over the shoulder blades keeping the tape measure level.

    Waist

    Low waist

    Measure around the body approximately 4 cm below the natural waist (above). This is the area where most pants and skirts actually fit.

    Hips

    Standing with your heels together, measure around the fullest part of the body approximately 17 cm - 20 cm below the waist.

    Neck

    Measure around the base of the neck keeping the tape measure comfortably loose.

    Sleeve

    Bend elbow slightly and starting at the center back of the neck, measure across the shoulder, to the elbow and down to the wrist.

    Inseam

    Our standard inseam length for women is approximately 81 cm and 86 cm for men; however inseam measurements will vary slightly by style.

Contact

  • CONTACT US BY PHONE

    For General Inquiries

    Place an order, customer service, or product questions:
    Toll-free: 1-888-342-3097
    Customer Service: 9:00 am - 6:00 pm Eastern (Mon - Fri)

  • CONTACT US BY EMAIL

    For General Inquiries

    For help with an order, general customer service Inquiries or product questions: marketservice@unicef.ca

    For General PR and Press

    To coordinate product placements, obtain artisan quotes, story details or to obtain media materials please contact: marketservice@unicef.ca

    For Technical Inquiries

    For Inquiries related to the functionality of the market.unicef.ca website please contact: marketservice@unicef.ca

Privacy Policy

UNICEF Canada recognizes the importance of protecting the privacy of our users, read our privacy policy here.

How Children Benefit

  • How much of each sale goes to UNICEF?

    When you purchase a handmade artisan gift from UNICEF Market, 25% of the sale (before taxes) will be directed to UNICEF Canada to meet the greatest needs of children around the world.

    UNICEF Canada receives 18% from every sale of UNICEF-branded gift items, and 12.5% on every sale of UNICEF greeting cards.

    100% of any donation you add is passed to UNICEF Canada.

Artisans

  • How do artisans get paid?

    UNICEF Canada has partnered with NOVICA, who works directly with artisans through their regional offices in Asia, Africa and Latin America. UNICEF Market offers artisans a free platform to sell their work throughout Canada. Artisans set their own prices and make a 30% to 50% profit on each item they sell. This is typically more than they would earn in their local economies.

Survival Gifts

  • How is UNICEF Market different from Survival Gifts®?

    Unlike the items sold through UNICEF Market, Survival Gifts are items that you can purchase and send directly to vulnerable children to provide them with healthcare, clean water, nutrition, education, protection and emergency relief.

    UNICEF Canada currently has a separate online store for Survival Gifts. Each item is guaranteed to reach children in the world’s toughest places, when they need them most. You may choose to give Survival Gifts in the name of a close friend or family member, with the option of sending them a free ecard or printed greeting card.

About UNICEF

  • Who is UNICEF?

    UNICEF is the world’s leading humanitarian organization for children. Our work for every child relies entirely on voluntary contributions. In 190 countries and territories, and in the world’s toughest places, we do whatever it takes to ensure children survive. To defend their rights. To keep them protected, healthy and educated. To give them a fair chance to fulfil their potential. So that someday, they can help build a better world. With you by our side, our determination and reach are unparalleled. Thank you for your support.