Shipping and returns
STORE PICK-UP
Pick-up in store is available at our Tanneurs store. The delay time is 90mins from Tuesday to Sunday We will contact you by email when your order is ready to be picked up with the procedure to follow. Upon receipt of this email, you have 15 days to pick up your order. After this period, we reserve the right to cancel and refund your order. For more information, don't hesitate to call us at (418) 651-2828 or write to us at info@charlotteetcharlie.ca
DELIVERY DELAY
Delivery times for Quebec and Ontario are 7 to 10 business days. For the rest of Canada, delivery times are 10 to 14 business days.
Once your order has been shipped, you will receive a confirmation e-mail including the carrier's tracking number. It is the customer's responsibility to follow the progress of the package in order to identify any delivery problems and report them to us as soon as possible.
*Please note that delivery times may be longer during promotional periods and during periods of high traffic such as puclic holidays.
Deliveries within Canada only.
SHIPING COSTS
Shipping is free for all orders of 75$ or more (before taxes) for Quebec* and Ontario. Some oversized, heavy items or furniture may however be delivered at an additional cost. Our team will contact you if this is the case.
For these same provinces, shipping costs are 9,99$ for any order of less than 75$ (before taxes).
For Western Canada, which includes the provinces of British Columbia and Alberta, shipping costs are 14,99$ on orders less than 99$. Shipping is free on orders of 99$ and more.
For remote areas, shipping costs are 19,99$ on orders less than 199$. Shipping is free on orders of 199$ and more. The remote areas are: Prince Edward Island, Magdalen Islands, Anticosti Island, New Brunswick, Nova Scotia, Newfoundland and Labrador, Manitoba, Saskatchewan, Yukon, Northwest Territories, Nunavut and Nunavik.
We reserve the right to apply additional delivery charges for certain remote areas as well as for deliveries of packages with non-standard dimensions or weight. You will be contacted by a member of our team if additional charges apply.
SHIPPING METHODS
Delivery of orders on our online store is provided by Fedex, Purolator or Canada Post according to various criteria. However, the shipping of some items may be done by another carrier depending on the weight, dimension or quantity of the items ordered.
You have the option of having your order delivered or to pick it up in store at 1495 Tanneurs Street, Quebec, by choosing Store pick-up.
Orders where the delivery address differs from the billing address and orders over 500$ may be subject to certain checks.
EXCHANGES AND REFUND
Returns are possible within 14 days of purchase in store or receipt of order (in store or by post). Return postage costs are at the customer's expense.
Exchanges are possible within 30 days of purchase in store or receipt of order (in store or by post). In the case of an exchange by post, this is treated as a return, and you will need to make a new purchase.
For all exchanges or refunds, merchandise must be at regular price and in its original, undamaged packaging. Products must be unopened, unwashed, unused and unassembled.
No refunds, exchanges or credit notes on sale or damaged products. No exchanges or returns on baby carriers and breast pumps for hygiene reasons, and on strollers and car seats for safety reasons. Gift cards are final sales.
Upon receipt of your return, the package will be inspected to ensure that it is in resalable condition before a refund is issued. If, for any reason, the item is not returned in its original condition and packaging or is no longer resalable, a fee may be deducted from the refund amount or the return may be refused. Return shipping charges apply.
Initial shipping charges are non-refundable. If you receive a refund, the initial shipping costs will be deducted from your refund. For all other returns, exchanges on online orders or errors in entering the shipping address, the customer is responsible for the cost of reshipment.
If you have any questions, please contact our customer service department at
info@charlotteetcharlie.ca
RETURN TO SENDER
In the case of a return to sender for various reasons: invalid or incomplete address, or failure to pick up a package at the drop-off point within the carrier's timeframe, reshipment charges range from $9.99 to $19.99 before taxes, depending on the province of shipment.
Our team will contact you with payment instructions. In the absence of a return from you, we reserve the right to refund the order, deducting the return shipping costs.
ORDER CANCELLATION OR MODIFICATION
Once the transaction has been completed, it is the customer's responsibility to contact customer service to request an order cancellation or modification. Order cancellations must be made as soon as possible by telephone or e-mail. Orders cannot be cancelled once the shipping process has begun.
If you wish to change your address or add or remove an item from your order, please send us all the necessary information by e-mail or telephone as soon as possible. No order modifications can be made once the shipping process has begun or during peak periods. We will do our best to process all requests within the limits of our capabilities.
By proceeding with the payment of an order, the customer commits to the transaction and is responsible for cancelling the order if he/she changes his/her mind. If the customer wishes to cancel an order after it has been shipped, the customer will be responsible for the return if the items purchased are eligible for return.
Order confirmation e-mails are sometimes found in junk mail; it is the customer's responsibility to check their e-mail for our communications. If the transaction has been charged to your payment method, you should consider the payment as an order confirmation. We invite you to contact us to clarify the situation, if necessary.
PROBLEM WITH ORDER OR PRODUCT
If you have a damaged order or product, please contact us at info@charlotteetcharlie.ca. Please provide a photo of the damaged shipment or product and a description of the damage.
In the case of an incomplete order, in order to optimize shipments, when smaller items are ordered at the same time as larger items, we insert the smaller items in the packages of the larger items. You can also use the tracking number provided to check whether your parcel has been sent in several packages. In this case, the different packages may not be delivered at the same time. If you still can't find your items, please contact our customer service department at info@charlotteetcharlie.ca. Our team will be happy to follow up with you as soon as possible.
For any packages not received, please make sure you have checked the carrier's tracking number and contact them before contacting our team at info@charlotteetcharlie.ca.
For all warranty items (strollers, car benches, high chairs, etc.), please register your product on the company's website. You can then contact the company's customer service department directly to follow up on the defect in question. You can contact us at info@charlotteetcharlie.ca for more information.
RETURN PROCESS
Online orders can be returned in person at our Des Tanneurs store or by mail. In the case of a return by mail, you can send the item to the following address, including a copy of your invoice or order number. Please refer to our exchange and refund policy.
Charlotte et Charlie Attn: Web
1495 Rue des Tanneurs
Quebec City, Qc
G1N 4S7
Refunds will be processed within 3 to 4 business days of receipt of the returned order in store or by mail. Please note that shipping costs are non-refundable.
For more information, please contact our customer service department at info@charlotteetcharlie.ca