1.1 Are your physical stores open during the COVID-19 pandemic?
No, for the safety of our customers and our staff, our physical stores are temporarily closed.
1.2 Can I order from your online store during the COVID-19 pandemic?
Yes, online orders and delivery continue normally. Rest assured that the necessary precautions are taken during the preparation of your order to avoid any risk of contagion of the virus. Delivery times may however be longer during this period.
1.3 Can I pick up my order at one of your stores during the COVID-19 pandemic?
No, please note that pickup in store won't be available anymore from Tuesday March 24th.
2.1 What are the shipping fees?
Delivery is free for orders over $100. Shipping costs are $10 for all orders under $100. 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.
2.2 What are the delivery times?
Delivery to Quebec is made within 2 to 3 business days of the transaction. Delivery times for the rest of Canada can be up to 5 to 6 business days. Delivery may be longer for areas considered remote: Maritimes, 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.
2.3 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.
2.4 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.
2.5 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.
3 Online orders and payments
3.1 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.
3.2 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.
3.3 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.
3.4 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.
3.5 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.
3.6 Are rewards from the "Amis de Charlotte" program applicable when placing an order online?
Points discounts when you purchase from Charlotte & Charlie are available for in store purchases only, the points discounts module being currently in design on our online store. To obtain discounts on a purchase made remotely, you can call in store during business hours and make the order and payment by phone at 418-651-2828.
4 Tracking and order changes
4.1 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.
4.2 Can I make a change to my order?
If your order has not passed the billing stage, you can change the contents of your cart at any time. For any particular concerns regarding your order after the billing, you can contact us by phone at 418-651-2828 #111 according to our usual business hours.
4.3 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.
5 Returns and refunds
5.1 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.
5.2 Can I get a gift card refund?
Gift cards are final sales.
5.3 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.
5.4 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.
6 Discounts and promotions
6.1 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 $
6.2 Promo on a targeted brand
These promotions are decided by the manufacturers who allow a given discount on their products during a given time.
6.3 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 parents only and can not be issued on our exclusions.
The online and in-store discounts may differ depending on products and sales periods.
6.5 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.
6.6 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, Bouton Jaune, Clek, Babybjörn, Matt & Nat (colors Black and Chili), Nuna, Bugaboo, Uppababy, Stokke, Maxi-Cosi, Peg Perego, Thule, Diono, Babyzen and Bumbleride.
7.1 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.
7.2 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.
7.3 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.
7.4 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.
7.5 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.
7.6 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, Bouton Jaune, Clek, Babybjörn, Matt & Nat (colors Black and Chili), Nuna, Bugaboo, Uppababy, Stokke, Maxi-Cosi, Peg Perego, Thule, Babyzen and Bumbleride.
8 Car seat
8.1 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.
8.2 How can I know the lifetime of my car seat?