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Shipping and returns

Store pick-up

Pick-up in store is available at our du Marais store. The delay is approximately 1 to 2 days. We will contact you by email when your order is ready to be picked up with the procedure to follow. For more information, don't hesitate to call us at (418) 651-2828 or write to us at [email protected]

 

Delivery delay

Delivery to Quebec is made within 4 to 6 business days. Delivery times for the rest of Canada can be up to 6 to 10 business days. 

*Please note that delivery times may be longer during promotional periods.

 

Shipping costs

Delivery is free for all orders of $50 or more (before taxes) for Quebec, Ontario and Prince Edward Island. Some oversized items or furniture may however be delivered at an additional cost.

For these same provinces, delivery costs are $10 for any order of less than $50 (before taxes). A confirmation email with tracking number will be sent to you when your order is shipped.

For remote areas, shipping costs are $20 all the 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.

Some regions are only served by sea or air transport. In those cases, we reserve the right to apply additional delivery charges for certain remote areas or special cases. You will be contacted by a member of our team if additional fees apply for your area.

 

Shipping Methods

Delivery of orders on our online store is provided by Purolator. 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. This second option is only valid for the 1751 rue Marais store.

Orders where the delivery address differs from the billing address and orders over 500$ may be subject to certain checks.

 

Exchanges and refunds

Exchange, refund or credit note within 14 days of purchase on regular priced merchandise in its original and intact packaging. For a gift invoice: exchange or credit note only, within 30 days of purchase. No refund, exchange or credit note on merchandise on sale or damaged. No refund is made on baby carriers for hygiene reasons and on the car seats for safety reasons.

The shipping costs are not refundable. If you receive a refund, the initial shipping costs will be deducted from your refund. The shipping charges for exchanges or returns on online orders are the responsibility of Charlotte et Charlie in the case of broken or defective goods. The return shipping costs are the responsibility of the customer for any other return or exchange on online orders, or error when entering the shipping address.

 

Return process

Online orders can be returned to our 2 stores or by mail. If the return is the responsibility of Charlotte et Charlie (broken or defective goods), we will send you a prepaid return label by email. Write to us at [email protected] for the detailed procedure.

Refunds or exchanges will be made 1 or 2 business day after receiving the order back in store.

Return address:

Charlotte et Charlie
1751 Rue du Marais, Suite 180
Québec, QC G1M 0A2

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