Gift registry

I do not live in Canada, can I still buy the products from a gift registry for a friend?

We currently accept Canadian and US credit cards at the billing stage. To date, PayPal remains the only payment option for people outside Canada or the United States.

*We only offer delivery in Canada and the United States.

Questions about products

Which shoe size should I choose?

Shoe sizes vary by brand and the information can be found on the product page under "Size guide''. In the absence of information, it is possible to refer to general shoes size guide here.


How can I know the status of my order?

If you placed your order with a customer account, you can check the status of your order by logging in. To do this, click on the "Connection" tab located in the upper right corner of the home page. You will be able to consult the "Order History" tab to find out the status of your order.

If you have selected in-store picking, the status "In Process" will appear when your order is complete, then you will receive an email from the branch confirming that your order is ready to be picked up.

If you have selected the recovery by mail, the status "Delivered" will appear when your order is complete, then you will receive an email from Canada Post with a tracking number.

If you have not created a Clément customer account, you will receive an email from the selected branch or from Canada Post. This email will confirm that your order has been completed.

Gift card

Why do I need to provide a card number even if I pay with a gift card?

Usually, you must enter a credit card number only if there is a fee remaining after the gift card has been validated.

If the problem persists, please contact us at 1-888-997-4789.

Is it possible to return a gift card?

No, gift cards are non-refundable. gift cards are non-refundable.

Where can I verify my gift card balance?

If I received a free gift card with my purchased, if I want to return it, do I have to give it back ?

Any product of gift card that was given for free with purchase must be returned upon reimbursement. Otherwise, the value of the product or gift card will be deducted from the total of the refund.

If I purchased items on my gift card, is the reimbursement going to be also on a gift-card ?

Yes, we always reimburse on the original payment method.

Rewards program

Are CLÉMENT stamps still accepted?

No , the stamp program is over. Stamp cards, complete or not, were honored in store until April 30, 2016.

What is the Chouchous program ?

This is the Clément stores rewards program. It is designed to give back to our loyal customers. You will receive reward cards proportional to all purchases made online and in-store. Also register to our newsletter for a more customized experience!

What are the benefits of the chouchous rewards program ?

The Chouchous program offers several benefits such as getting reward cards, access to exclusive promotions, special events and more !

How to be a Chouchou ?

Nothing's easier ! You must create an account on Thereafter, your in-store account and online account will automatically be associated with your phone number. When shopping, use the phone number associated with your account, this is the key !

If I am registered in the newsletter, am I automatically a part of the Chouchous program ?

No, you must create an account on the website.

How can I accumulate reward ?

First, make sure you have created your account online. In the store, mention your phone number when you pay for your purchases. Online, sign in to your account to complete your transactions.

A reward card, corresponding to 2% of all your purchases, will be emailed to you periodically when a minimum reward amount of $ 10 is reached. If the $ 10 is not reached at the time of issue, the amount accumulates until the next issue, which will take place a few months later.

Are all products sold at Clément eligible for the rewards program?

All your purchases, whether online or in store, are eligible, regardless of the department. Total purchases exclude taxes, shipping fees and the purchase of gift cards.

Can my reward card be used online and in stores?

Certainly, the issued reward cards can be used when buying any product, both in store and online.

How can I change my Chouchou account information?

When you are connected to your Chouchou account, you must click on My account at the top of the website, then on My profile . In the left menu, you will find Account Information . On this page, you can change your first name, last name, email and phone number.

Online order

I try to place an order, but why is it constantly refused?

If your order on is consistently declined, we recommend that you check the following:

1) The billing address entered must exactly match the address listed on your credit card statements.

2) If you made a payment by Paypal, make sure you click on the "Order" button on the website.

3) If you have moved recently, make sure your postal code has been changed at your bank.

4) If you live in a new neighborhood, our system may not be able to validate your postal code. In this case, please contact us at 1-888-997-4789.

5) Make sure all fields (CVC, expiration) are filled correctly when you use a gift card.

6) Do not refresh the page or use the return buttons during the payment processing time.

7) If the problem persists, we recommend using another payment method.

I do not have a credit card, can I still place an order online?

If you do not have a credit card, you can use the following payment methods:


Visa/MasterCard Debit

Prepaid Credit Card

Why does my promotional code not apply?

Some promo codes are valid only on regular priced merchandise. We recommend that you review the exclusions and features of each coupon to determine if it applies to your items.

However, if you notice that the promotional code still does not work and should be applicable to your purchases, please do not hesitate to contact us at 1-888-997-4789.

I have picked picking in the store, but why do I still have to enter my delivery address?

The site will always ask you for a delivery address to complete the order, regardless of the type of delivery selected.

You simply need in the tab "Delivery Mode" select "Picking in store" and selected in the scroll bar the shop in which you want to deliver your order.

How can I know a product is available at a particular store?

You can consult the "Check availability in store" tab, located to the right of the product photo. You will see the shops closest to you in addition to the words "Available" or "Not available". We recommend that you contact the store to ensure availability and avoid unnecessary travel.

The store will confirm within 3 hours if the item can be booked in your name.

Can I order if I live outside of Canada ?

Where can I find the shipping cost of my order online ?

You can find the shipping cost of your order just by proceed to checking out.

Commandes web dans la situation de Pandémie

Est ce que vos délais de traitement ont changé?

Nous tentons de maintenir les même standards de qualité en situation de crise mais apprécions votre compréhension quant aux délais qui pourraient être un peu plus longs que nos standards habituels très très rapide. Nous comptons respecter les délais mentionnées soit 7 à 10 jours ouvrables (même si le mot ouvrable a un peu perdu son sens ces temps ci ;) )