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FREQUENTLY ASKED QUESTIONS

You can consult the “See in-store availability” tab, located on the right of the image. A list of the nearest stores will appear with the indication “Available” or “Not available”. We recommend contacting the store prior to confirm the availability and avoid unnecessary trips.

You could also use the “Reserve this item in store for 24h” tab, which allows you to reserve an item in the store of your choice, according to the availability. The store will send you a confirmation within 2 hours if the item can be reserved.
You can consult the “See in-store availability” tab, located on the right of the image. A list of the nearest stores will appear with the indication “Available” or “Not available”. We recommend contacting the store prior to confirm the availability and avoid unnecessary trips.

You could also use the “Reserve this item in store for 24h” tab, which allows you to reserve an item in the store of your choice, according to the availability. The store will send you a confirmation within 2 hours if the item can be reserved.


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Here are the possible reasons as to why an order can be rejected by our systems:
  • Please ensure the billing address is filled out exactly as it appears on your credit card statement.
  • If you have used PayPal as means of payment, please ensure you go back to Clément's website to confirm and finalize your order once you have entered all the information needed in Paypal.
  • If you have moved recently, please ensure your postal code has been modified with your bank to reflect your new billing address
  • If you live in a new development, it is possible that your postal code is not registered in our verification system. In this case, please contact us at 1-888-997-4789
  • Please ensure that all fields (CVC, expiration date) are entered correctly when using a gift card. 
  • Do not refresh or use the back arrow while your transaction is being processed.
  • If problem persists, we recommend to use another payment method.
The twins and triplets discount can only be applied on regular-priced items. If you are eligible to theses discounts, please indicate it in the "Comment" section of the order process and we will verify this information when processing the order. Make sure you ave used the same phone number provided when you originally applied for the discount in the billing & shipping address sections. The rebate will then be applied when your order will ship. Credit may take 7 to 10 business days to appear on your credit card account.
Some promo codes can only be applied on regular-priced items and cannot be combined with other deals and promotions. Please verify terms and conditions of each coupon before entering it in shopping cart. In the event the coupon respects all exclusions and still does not work, feel free to contact us at 1-888-997-4789.
If you do not have a credit card, you can use the following means of payment:
  • PayPal
  • Visa Debit card
  • Prepaid credit card
Unfortunately, we currently only accept credit cards with a billing address either in Canada or in the United States. If you are from Europe or other international countries, you can purchase gifts using a PayPal account. This is the only means of payment for international buyers. 

As of now, we only ship to Canadian and American addresses.


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Our system currently requires a delivery address for all orders, regardless of the option selected. This address will not be used for delivery but is needed for technical reasons. Simply leave the "Use the same address for shipping" box checked and proceed to the next step. You will be able to select free in-store pick up delivery further in the process.
Usually, you only need to enter your credit card information when the applied gift card doesn’t cover the cost of your order. The remaining balance will be at your expense. If the problem persists, please contact us at 1-888-997-4789.


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If you placed your order through a Clément account, you can check your status by login in your account. Simply click on the “Login” tab located in the upper right corner. You will then be able to know the status of your order by clicking on the “Order history” tab.

If you selected in-store delivery, you will see the status  “Processing” when your order is completed. Then, you will receive an email from the store to let you know that your order is ready to be picked up.

If you selected mail delivery, you will see the status “Delivered” when your order is completed. Then, you will receive an email from Canada Post with a tracking number.

If you did not create an account with Clément, you will receive an email from the store or Canada Post, depending on the shipping method you selected, indicating that your order is complete. 
No. In-store pick up does not mean that the merchandise is available in the selected store. It means that we will ensure the order is complete and ready for pick up in a delay of 5 to 7 business days.

Please wait until you have received a confirmation e-mail indicating that your order is ready before coming to pick up your order.


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Depending on the browser used and its version, the lock sign, indicating transactions on the site are protected, may not appear. In that event, notice if the entry "https" is visible in the shopping cart address bar instead of  "http". This ensures that your transaction is protected.