FAQ Online orders
What delivery methods are available?
We are now shipping worldwide. Our packages are handled by Canada Post in Canada, USPS and DHL in the USA, and DHL for all other international orders. When you place your order, you can choose between standard shipping, express shipping (Canada only), and in-store pickup (Montreal and Toronto). Find more details on our shipping methods here.
How much does delivery cost?
Delivery is absolutely free for all Canadian and American orders of $125 or more. For smaller orders within Canada, a flat fee of $7 CAD is applied for standard shipping, plus an additional $5 CAD for express shipping. For smaller American orders, a flat fee of $7 CAD with USPS or $10 with DHL Express is applied for standard shipping. Please note that in the event of returns and exchanges, these delivery fees are non-refundable. See below for others international shipping costs.
How long will it take to receive my order?
Once your order is placed, it will be processed within 1-2 business days. If you opted for in-store pickup, you will receive a notification at this time that it is ready for pickup! For parcel delivery please add the following delays:
-Express domestic shipping: 1 to 3 business days.
-Standard domestic shipping: 1 to 3 business days.
-Express shipping: Not yet available.
-Standard shipping: 4 to 8 business days. *We are not responsible for additional delays at customs.
Asia Zone 1 : DHL Express (5-7 business days) 67$
Asia Zone 2: DHL Express (6-11 business days) 65$
Central & South America: DHL Express (3-6 business days) 45$
Europe: DHL Express (3-7 business days) 40$
Rest of the World: DHL Express (3-7 business days) 70$
How can I check my order status?
Once your order is processed, you will receive an email confirmation indicating that your order is ready for pickup, or your parcel's tracking number, depending on selected delivery method. In the case of parcel delivery, simply enter your tracking number on Canada Post's website, or in the Canada Post smartphone app, to view the progress of your delivery.
What should I do if it says my parcel has arrived but I have not received it?
With the help of your tracking number, double check the shipping status of your delivery. Verify that you have not received a paper delivery notice indicating that no one was available to receive your parcel at the door, and that it is held for pickup at your local post office. Verify that it was not delivered to a neighbour by mistake or hidden somewhere outside your front door. If you still cannot locate your delivery, write us at firstname.lastname@example.org. Include your order number in the email and we will address the situation.
How to change or cancel my order before I receive my parcel?
If your order is still being processed: it is our pleasure to adjust or cancel your order as you wish. Please write us at email@example.com indicating your order number and your desired changes.
If your order has already been shipped: please wait until you have received the package to initiate a return or exchange. Returns and exchanges are accepted within 30 days of ordering.
How to have my order delivered if I initially opted for an in-store pickup?
No problem. Simply write us at firstname.lastname@example.org indicating the order number and the address to which you would like to have it delivered.
Is it normal that I received an email saying my order is en route if I just picked it up in store?
Yes it is. When your order is picked up in store, our inventory system automatically sends a shipping confirmation email to clients.
What to do if the product I received is not the same as the one I ordered?
Oops! We prepare every order with care, but sometimes errors can slip through. If you have received an item different from what you ordered, please write us at email@example.com so we can keep the right product aside for you. You can print a pre-paid shipping label here to return the erroneous merchandise.
Which payment methods are accepted at your online boutique?
We accept major credit cards (Visa, Mastercard, American Express) as well as PayPal.
How can I use a gift card or promo code online?
Yes you can! After clicking "Place Order" in your shopping cart, you will be given the option to "Enter promo code or gift card" next to your order summary.
Note: in order to use a promo code, the order must correspond to the same email address to which the code was issued.