FAQ

418-651-2828
06 123 456 78
Charlotte et Charlie

1751 rue du Marais, Suite 180

G1M 0A2

Québec

Contact us

Frequently asked questions

Orders and shipping times for the holiday season
Has my order been shipped?

You will receive a confirmation email as soon as your order has left the store. Sometimes these emails get lodged among spam emails.

Can I add something or modify my order?

On a regular basis, we are happy to accept requests for changes to orders. However, during very busy periods it is unfortunately impossible for us to accept them. Thank you for your understanding.

What are the delivery times?
Delivery to Quebec is made within 4 to 6 business days of the transaction.Delivery times for the rest of Canada can be up to 6 to 10 business days.Delivery may be longer for areas considered remote: Prince Edward Island, Magdalen Islands, Anticosti Island, New Brunswick, Nova Scotia, Newfoundland and Labrador, Alberta, Manitoba, Saskatchewan, British Columbia, Yukon, Northwest Territories, Nunavut and Nunavik.
 
*Please note that delivery times may be longer during promotional periods.
What are your return policies for the holiday season?

For any gift purchased after November 7th, you have until January 6th to return an item and obtain an exchange or a store credit. Regular policies apply to any purchase made before this date. Once you receive your order, you always have 14 days to get a refund and 30 days for an exchange/credit. The following items are designated final sale: clearance items, baby carriers, breast pumps, hygiene products, car seats and strollers. To be returned, item and packaging/tag must be intact, unopened in their original sellable condition. Shipping charges are not refundable.

Can I have my order delivered at another than at home?

Yes. It is possible to have your order delivered to an address different from your home. To do this, simply enter the desired delivery address in the "shipping address" section. Note that orders with different delivery and billing addresses may be subject to certain checks.

I need my order in a shorter time, can I have an expedited delivery?

No, it's currently impossible to offer a faster delivery time. However, we invite you to choose the "pick up in store" option when you buy online. Your order can be ready to be picked up in store the day after your purchase. An email confirmation will be sent to you as soon as your order is ready to be picked up.

Shipping
What are the shipping fees?

Delivery is free for orders over $50. Shipping costs are $10 for all orders under $50. For remote areas, shipping costs are $20 at any time.

The remote areas are: Maritimes, Magdalen Islands, Anticosti Island, New Brunswick, Nova Scotia, Newfoundland and Labrador, Alberta, Manitoba, Saskatchewan, British Columbia, Yukon, Northwest Territories, Nunavut and Nunavik.

Free delivery is not applicable to furniture and chairs. Shipping costs for these products will be calculated and charged according to the final delivery address.

What are the delivery times?
Delivery to Quebec is made within 4 to 6 business days of the transaction.Delivery times for the rest of Canada can be up to 6 to 10 business days.Delivery may be longer for areas considered remote: Prince Edward Island, Magdalen Islands, Anticosti Island, New Brunswick, Nova Scotia, Newfoundland and Labrador, Alberta, Manitoba, Saskatchewan, British Columbia, Yukon, Northwest Territories, Nunavut and Nunavik.
 
*Please note that delivery times may be longer during promotional periods.
Can I have my order delivered at another than at home?

Yes. It is possible to have your order delivered to an address different from your home. To do this, simply enter the desired delivery address in the "shipping address" section. Note that orders with different delivery and billing addresses may be subject to certain checks.

I need my order in a shorter time, can I have an expedited delivery?

No, it's currently impossible to offer a faster delivery time. However, we invite you to choose the "pick up in store" option when you buy online. Your order can be ready to be picked up in store the day after your purchase. An email confirmation will be sent to you as soon as your order is ready to be picked up.

Can I have products from the same order delivered to multiple different addresses?

No. For the moment, it's impossible to make multiple deliveries to different addresses for the same order. The easiest way is to make multiple orders.

Online orders and payments
Why do I only see the GST and not the QST on my online order?

On your bill, the GST (5%) is calculated automatically and the QST (9.975%) appears once your postal code is entered. This is why the amount increases once the billing address is entered.

I'm interested in buying furniture on your online store, is it possible?

For furniture submissions, we suggest that you write to our sales team at [email protected] or call in store at (418) 651-2828 #1.

Why does the price of an item change when I select a size?

Some clothes, shoes, life jackets and footmuffs may display different prices depending on the size chosen.

Are the prices listed on the online store the same as in store?

Prices are generally the same online and in store, but may vary depending on products or sales period.

Can I use a gift card when paying for my order online?

Yes, simply select "Carte-cadeau Charlotte et Charlie" as the method of payment when checking out.

Are rewards from the "Amis de Charlotte" program applicable when placing an order online?

Yes. To use rewards on an online purchase, you must log into your account by clicking on the ''Log In'' or ''My Account'' tab. Subsequently, you will see the rewards to which you are entitled directly in the basket. You must therefore click on the reward you want to use for your purchase. You can use one reward per transaction.

Tracking and order changes
What if my order arrived damaged or incomplete?

Concerning a damaged order, you can communicate with us at the following address: [email protected] Please provide a photo of the damaged product in question and a description of the damage.

For incomplete orders, please contact our customer service department at (418) 651-2828 ext. 111. We will be happy to follow up with you as soon as possible.

Can I make a change to my order?

Due to the high current order volume, no changes will be made to a current order.

Can I request a change of delivery address?

It's possible to request a change of delivery address the day of your order by contacting our web team at 418-651-2828 ext. 111. Note that orders with different delivery and billing addresses can be subject to certain checks.

Returns and refunds
The item I bought is faulty. What can I do?

For any item offered under warranty, please register your product via the company's website. Then you will be able to contact the customer service department of the company directly to follow up on the defect in question.

For other items, please contact us at [email protected] with photos of the breakage or defect so we can follow up with you as soon as possible.

Can I get a gift card refund?

Gift cards are final sales.

Is it possible to get a refund in store for a purchase made online?

You can get a refund in store for an item that has been purchased online. However, as indicated in our exchange and refund policy, baby carriers, car seats and items on sale are final sales. It will take a few days before the refund is displayed on the credit card used in the online transaction.

What is the policy regarding the return postage fees for an exchange or return of an online order?

The forwarding fees for exchanges or returns on order online are the responsibility of Charlotte & Charlie in the case of broken or defective items. The return shipping costs are the responsibility of the customer for any other return, exchange on online order or error when entering the shipping address.

Discounts and promotions
Promo "We pay tax equivalent"

During these promotions, the discount equivalent to 13.02% is adjusted at checkout or when online payment with discount code, the legal taxes are still added to the invoice. The calculation is as follows: an item at 100 $ + taxes = 114.98 $ ---> 100 $ - 13.02% = 86.98 $ ---> 86.98 $ + taxes = 100,00 $

 

Promo on a targeted brand

These promotions are decided by the manufacturers who allow a given discount on their products during a given time.

Twin discount

We offer you a 10% discount on your purchases under presentation of the APJQ card (Association of Parents of Twins and more of Quebec region) or proof of identity of the twins (ultrasound, insurance card, presence of twins in store).

Once the proof is saved in your file, you get the discount on your transactions in store or by phone (not available on the online store). This discount is valid for the parents only on regular priced products and cannot be issued on our exclusions or combined with another promotion.

Discounts

The online and in-store discounts may differ depending on products and sales periods.

Price adjustment policy

For products of 100$ and more, we match the promotions and discounts made by our competitors upon presentation of proof (circular cut, poster photography, screenshot on social media, etc.)

Valid only on Quebec physical stores and on products and colors available in our inventory. The discount can however be issued on car seats and strollers in special order. We will not adjust prices on the protected trademarks Bugaboo, Dutailier, Natart, Stokke and Uppababy.

Exclusions of promotions

Exclusions from our promotions are trademarks on which manufacturers don't allow us to issue rebates. These brands are: Natart, Dutailier, Leander, Monte, Jellycat, Happymess, Organic Zoo, Birdz, Olli Ella, 4moms, Guzzie+Guss, Little Big Friends, Diono, Babby Brezza, Quincy Mae, Little Yogi, Quincy Mae, Clek, Babybjörn, Native, Matt & Nat, Nuna, Bugaboo, Uppababy, Stokke, Maxi-Cosi, Peg Perego, Thule, Babyzen and Bumbleride.

The promotions are applicable on products in stock and at regular price.

Products
How can I have information about your products?

We invite you to call in store at (418) 651-2828 to speak to one of our advisors who will be well informed and will guide you in your purchases.

How do I know if a product is available at a store in particular?

The products listed on our website represent the inventory of the rue du Marais store. However, if you wish to know the availability of a product at our Place de la Cité store, we will be happy to check for you whether in store or by phone.

It's also possible for us to offer you a free layaway of the product you want for a period of 48 hours, at the desired store.

How can I be informed when a product I want will arrive in store?

We can add you to our customer book and notify you as soon as the desired product arrives in store. Simply leave us a phone number where you can reach us by contacting us by email at [email protected] or by phone at 418-651-2828.

I saw an article online that no longer appears. What happened?

Items that are no longer available in inventory are automatically removed from the online store. They are therefore not available for a while. However, you can contact us by phone to register to our client book and be contacted when the items are available again.

Is it possible to create a gift registry via your online store?

Yes, to do this you must first login to your account on our online store. Then, go to the section "My Gift Registries" in the left menu of your account or in the footer of our online store.

If you want personalized support for the creation of your gift registry, make an appointment with us in store or by phone during our opening hours.

What do you mean by "Exclusions"?

Products that are excluded from our promotions are brands where the manufacturer doesn't give us permission to put their products on sale. These exclusions are applicable to all distributors, so no shop is entitled to issue discounts on these brands. The excluded brands are as follows:

Natart, Dutailier, Leander, Monte, Jellycat, Happymess, Organic Zoo, Birdz, Olli Ella, 4moms, Guzzie+Guss, Little Big Friends, Diono, Babby Brezza, Little Yogi, Quincy Mae, Clek, Babybjörn, Native, Matt & Nat, Nuna, Bugaboo, Uppababy, Stokke, Maxi-Cosi, Peg Perego, Thule, Babyzen and Bumbleride.

Car seat
Do you install car seats?

The expert team of Charlotte and Charlie doesn't proceed to the installation of car seats but is pleased, by appointment on weekdays, to carry out the verification of car seats and this by a CAA certified adviser.

Each car seat consult in store is accompanied by a fitting of the seats considered before the purchase. In this way, you are certain to get the best seat possible, being adapted to your vehicle.

How can I know the lifetime of my car seat?

COVID-19 - April 12, 2021 update
Are your physical stores open during the COVID-19 pandemic?

As requested by the provincial government, our physical stores will be closed indefinitely.

Can I order from your online store during the COVID-19 pandemic?

Yes. Following the government announcements of March 31, 2021 businesses operating online have had the green light to continue to respond to their customers. Therefore, online orders and delivery thereof continue as normal. The preparation of orders is established according to their order of entry in our online store.

Rest assured that all necessary hygienic precautions are taken when preparing your order. However, delivery times may be a little longer during this period.

Can I pick up my order at one of your stores during the COVID-19 pandemic?

Safe pick-up in store is offered. You must wait to receive the e-mail advising you that your order is ready to be picked up. Once you have received this email, go to the 1751 rue du Marais store from Monday to Sunday 9:30 am to 4 pm and follow the instructions displayed. The procedure is also set out in the confirmation email you will receive.

How can I get information about a product or the status of my order?

Our customer service team is hard at work to continue to respond to you as effectively as possible. Despite the circumstances, customer service remains, more than ever, our top priority!

We invite you to write to us at [email protected], this is the most efficient way to get a follow-up from us. Please note that due to the higher volume of emails than usual and because we are working with a small staff, response times may be a bit longer than usual. Rest assured that each person will be answered with the utmost care.

You can also contact us at 418-651-2828 ext 4. Someone will be available to answer your calls Monday to Friday from 9 am to 3 pm.

I bought a product in store or online and I want a refund, how do I do that?

Any product purchased at regular price from March 20, 2021 will have the refund period extended by 14 days from the moment the store reopens.

A return by mail for a refund is also possible. For a return to be accepted, the product must have been purchased at the regular price, must still be intact and be in its original packaging (unopened). The labels should always be on it.

Items that smell or bear traces (hair, dust) will not be accepted. Baby carriers, car seats and strollers are final sales.

I bought a product in store or online, or I received it as a gift and wish to exchange it, how do I do that?

Any product purchased from March 3, 2021 will have the exchange period extended by 30 days from the moment the store reopens.

To be returned, the product must have been purchased at regular price, must still be intact in its original packaging (unopened) and the labels must be on it.

Items that smell or bear traces (hair, dust) will not be accepted. Baby carriers, car seats and strollers are final sales.

A product that I want is not on your online store, can I place an order?

We accept special orders for a selection of items (furniture, strollers and car seats). However, this is not possible for smaller items (toys, soft toys, clothes, etc.).

However, we continue to have daily arrivals! You can always ask to be notified when the desired product is returned to inventory by indicating it to us by email at [email protected]. We will be happy to communicate with you when the time comes!

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