Frequently asked questions

Shipping
What are the shipping fees?

Shipping is free for all orders of 75$ or more (before taxes) for Quebec* and Ontario. Some oversized 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.

What are the delivery times?
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.

If you're outside Canada, you won't have the choice of selecting Canada as your country of origin, but you can still enter your full address in the second address line provided.

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 within 2 to 3 working days 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.

How to use a C&C gift card?

To use a C&C gift card, simply select "Carte-cadeau Charlotte et Charlie" as the payment method at checkout.

Then click on "Use a Gift Card".

You'll then be able to enter your card number and choose the amount you'd like to spend on the gift card. You can then enter your bank details to finalize your payment.

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.

Rewards cannot be used on promotional products, sales or on the purchase of Charlotte & Charlie gift cards.

Order tracking, modification and cancellation
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.

In the case of an incomplete order, to optimize shipping, when smaller items are ordered at the same time as larger items, we insert the smaller items into the packaging 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 [email protected]. Our team will be happy to follow up with you as soon as possible.

Can I make a change to my order?

Depending on the status of your order and the traffic on the online store, it's possible that we are not able to make a modification on a pending order. If your order is awaiting shipment, we invite you to contact our team to validate if a modification is possible. No changes can be accepted once the order has been shipped.

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 [email protected] or call 418-651-2828 ext. 120. Note that orders with different delivery and billing addresses can be subject to certain checks.

How can I cancel my order?

Once the transaction has been completed, it is the customer's responsibility to contact customer service to request an order cancellation. Order cancellations must be made as soon as possible by telephone or e-mail. Orders cannot be cancelled once the shipping process has begun.

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. In the event that the customer wishes to cancel an order after it has been shipped, the customer will be responsible for return shipping 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.

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, items on sale, baby carriers, hygiene products, breast pumps, car seats and strollers 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

We adjust the price of certain products sold by competitors, based on the following criteria: the business has physical facilities and does not operate exclusively online, the business is not part of a high-volume chain (BestBuy, Walmart, etc.), the adjustment will only be made on the exact product (model and color), the item must be in stock at the competitor and at Charlotte and Charlie.

Exclusions of promotions

Exclusions from our promotions are trademarks on which manufacturers don't allow us to issue discounts. These brands are: 

4moms, Arico, Babybjörn, Babyzen, Birdz, Bouton Jaune, Britax, Bugaboo, Bumbleride, C&C gift cards and gift boxes, Charlie Crane, Clek, Connetix, Cybex, Diono, Émoi Émoi, Evenflo, Guzzie+Guss, Happymess, Jaymar BB, Jellycat, Kickers, LEGO, Le Toy Van, Love to dream, Maileg, Maxi-Cosi, Medela, Monte, Moonie, Moulin Roty, Natart, Native, Noppies, Nuna, Olang, Olli Ella, Peg Perego, Petit Coulou, Quincy Mae, Salus, Scoot & Ride, Silver Cross, Stokke, Thule, Uppababy, Veer and Vilac brands.

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

Gift registry
How do I access a gift registry?

On the home page of our website, go to the Gift registry section in the header at the right of our logo. You will find all the gift registry options on this page.

How do I find a gift registry?

You will be able to find a gift registry by searching for the registrant's full name (First Name Last Name) in the Search for a registry section. Find the section by clicking here.

How do I share my gift registry?

By making your list settings public and giving the first and last name associated with your account to the people you want to share your list with.

 

Your family and friends will then be able to use these in our gift registry search tool, by clicking here.

Can a private gift registry be shared?

Yes, you need to copy the direct link of your gift registry and send it to your family and friends. You will find this link in the section, My Gift Registries, click on wanted gift registry and then, click on Details tab.

What if I can't find the gift registry with the search tool?

Make sure that the list is public and that you enter the first AND last name of the list holder.

Several products on the list no longer appear, why?

The products are out of stock, they will reappear when they are back in stock.

I would like the order to be delivered directly to the gift registry holder, how do I proceed?

The order will be delivered to the shipping address you enter at checkout. If you want to send it to the registrant's home, you will need to know their shipping address.

Where do I put the recipient's address if I want to send the order directly to the list holder?

Your own address should be put in the billing address and the list holder's address should be put in the shipping address.

How do I make sure the product appears as purchased on the list?

In the gift registry in question, you will see a quantity added in the Qty Purchased column when the product has been purchased.

I bought a product but in store (not online), can I manually remove something from the list?

No, but you can notify the person in charge of the list that the product has been purchased so that it can be removed from the list.

I live abroad and I want to have a product from a list delivered to Canada, but it won't let me enter my address. How do I proceed?

Our online store only allows purchases within Canada. However, you can send gifts from another country, as our site allows you to enter different billing and shipping addresses. You will not have the option to select Canada as your country of origin, but you can still enter your full address in the second address line provided.

 

Please note that some credit card companies block payments if the billing address is not the same as the address on the credit card. If you are having trouble completing the transaction, you can reach us by phone at: 001 418-651-2828 ext. 1.

Can I leave a message for the recipient to include in the shipment?

Yes, simply indicate the message to be included in the shipment in the Leave us a comment about your order section of the order at checkout.

Do you do gift wrapping?

We do not offer gift wrapping for online orders, secure shipping is a priority for our team.

Is it possible for the person to exchange a product if it is received in duplicate?

Yes, the usual return policy applies for returns or exchanges of a product received as a gift. In the case of a refund, it will be done on a gift card.

Can I get a gift invoice?

Yes, you can request one in the Leave us a comment about your order section of the order.

Products
How can I have information about your products?

We invite you to write to us at [email protected] or call us during business hours at 418-651-2828 ext. 1

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

The products listed on our website represent the inventory of our distribution center as well as our boutique. You can click on "check availability" to see our boutique inventory.

However, during promotional or high-traffic periods, boutique inventory may be withdrawn from the online 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:

4moms, Arico, Babybjörn, Babyzen, Birdz, Bouton Jaune, Britax, Bugaboo, Bumbleride, C&C gift cards and gift boxes, Charlie Crane, Clek, Connetix, Cybex, Diono, Émoi Émoi, Evenflo, Guzzie+Guss, Happymess, Jaymar BB, Jellycat, Kickers, Le Toy Van, Love to dream, Maileg, Maxi-Cosi, Medela, Monte, Moonie, Moulin Roty, Natart, Native, Noppies, Nuna, Olang, Olli Ella, Peg Perego, Petit Coulou, Quincy Mae, Salus, Scoot & Ride, Silver Cross, Stokke, Thule, Uppababy, Veer and Vilac brands.

Car seat
Do you install car seats?

The expert team at Charlotte et Charlie does not install car seats, but is happy to try them out in your car, by appointment during the week. This way, you're sure to get the best possible car seat for your vehicle.

How can I know the lifetime of my car seat?

Please refer to the "specifications" section of the product page on our online store to find out the specific lifetime of your car seat.

Holiday season
Will I get my order before Christmas?
Due to the current high volume of orders, we cannot guarantee that orders placed online on or after December 15, 2023 will be delivered before Christmas.
 
If you would like to receive your order by Christmas, please choose in-store pickup option when ordering online. Orders will be prepared within 3 to 4 day. Once your order is ready for store pickup, you will receive an email with the pickup procedure.
What are the delivery times?
Do you accept returns and exchanges during Black Friday and/or Boxing day?

Due to high traffic, we will not accept returns and exchanges during these 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.

Has my order been shipped?

You will receive a confirmation email as soon as your order has left our distribution center. Also check your spam emails, sometimes these emails get lodged among them.

If so, add us to your safe e-mail list to ensure you receive our communications.

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.

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 3 to 4 days after your purchase. An email confirmation will be sent to you as soon as your order is ready to be picked up.

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!

418-651-2828

Charlotte et Charlie

1751 rue du Marais, Suite 180

G1M 0A2

Québec

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