Frequently Asked Questions

  Order

  • Do I need to register in order to purchase online?

It is not necessarily needed to register in order to purchase in our online store. You certainly can go through the check out process as a guest. However, if you register, your shipping and billing information will be saved and can be used for future purchases.

  • What methods of payment do you accept?

We accept major credit cards including Visa, Master Card.

  • What is the CVV or identification number of the credit card?

 The CVV or identification number is the 3 to 4 digit number either on the front or back of your credit card.

  • What do I do if I need to change my order or shipping information?

If you need to change your order or shipping information, please contact us immediately through our online chat service or through Contact us page so we can update your order. We may or may not be able to make the change, depends on how quickly you get in touch with us. Please note, you will NOT receive a new shipping confirmation e-mail. If you have got in touch with us and we have confirmed that the change has gone through, don't worry, the address we have is correct even though you do not receive a new e-mail.

  • Why was my order canceled?

You may receive an order cancellation e-mail for one of the following reasons:

    • Shipping to PO boxes, freight forwarders, or an unverified address;

    • Invalid credit card information;

    • Expired credit card information that was originally entered;

    • Invalid province, city, or postal code combination;

    • Declined credit card due to one of the reasons:

      • Exceed credit card limit;

      • Exceed daily purchase limit set by the bank;

      • Your bank needs to verify additional information with you due to security purposes.

  • Why didn't I receive an order confirmation e-mail?

You may not receive an order confirmation e-mail because the e-mail address provided is incorrect or misspelled, or the confirmation e-mail has been recognized as a spam.

To fix it, please check your Spam inbox first. If you still couldn't locate the e-mail, please contact us to verify your e-mail address.

  •  Why am I charged tax on my order?

In order to comply with the federal and the provincial law, we are required to charge GST/HST and provincial sales tax on all orders. The applicable sales tax is determined by the province of delivery. 

 

          Shipping

          • How much does your shipping cost?

            We do business with Canada Post. We offer real-time shipping rates. The shipping cost will be calculated during the checkout process. It varies depends on the weight and dimensions of items.

            • Do you ship internationally?

              At the moment, we only ship within Canada or to the U.S.

              *For additional shipping information, please visit our Shipping Policy page.

              • Can I pick up my order at one of your locations?

              Certainly, you can pick up your order at our boutique. You will find an option of pick-up under shipping options during the checkout process. We will send you a confirmation e-mail to let you know when your order is ready for pick up.

              Our boutique address: 6828 Rue St-Hubert, Montreal, Quebec, H2S 2M6(Canada)

              •  How long does it take for my order to arrive?

              The delivery time varies depends on the shipping service that you choose and the shipping destination. In general, it takes from next business day up to around 10 days for the package to arrive.

              For detailed shipping service delivery time, please refer to our Shipping Policy page.

              •  Will you provide a tracking number for my order?

              Yes. Once the order is ready for shipment, a tracking number will be provided to you which will be included in the shipping confirmation e-mail.

               

              Exchange/ Return/ Refund

                • If I'm not satisfied with my purchase, could I exchange or return?

                There are no refunds or exchanges. If for any reason you need to cancel your order, please contact me and this will be reviewed. If your order has not gone to production, your order may be refunded.

                Unfortunately, we could not issue an exchange or return for sales items.

                *For detailed information on exchange and return, please go to our Exchange & Return & Refund policy web page.

                • It is been a while since I was approved for a refund, but I still haven't received it. What can I do?

                If you haven't received a refund yet, first check your bank account again.

                Then contact your credit card company, it may take some time before your refund is officially posted.

                Next, contact your bank. There is often some processing time before a refund is posted.

                If you've done all of the above and you still haven't received your refund yet, please use our Leave a Message page or online chat service to contact us.

                •  My package is lost, what happens next?

                Please contact us through Leave a Message page or online chat service.

                 

                Size

                • I'm not sure if your products will fit my size and I wish to see the actual piece before making the purchase, what could I do?

                We understand the concerns from our customers who wish to see or try our items before purchases. The solution would be that we have a physical store located at 6828 Rue St-Hubert, Montreal, Quebec, H2S 2M6 (Canada). You can find all of our collections in the store and certainly, you could try them on! Our sales girls will be more than happy to assist you!

                 

                Promotion/ Sale

                • Do your promotions and sales apply to your retail store?

                        Our promotions and sales are mostly online exclusive. If the promotion applies to both the online store and retail store, it will be specified.


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