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.
Gift registry
I do not live in Canada, can I still buy the products from a gift registry for a friend?
How to create a gift registry?
To create a gift registry, you must have a Chouchou account. When you are logged into your account, click on My account, then My gift registry. You can view existing lists and create new ones.
How can I add products to my gift registry?
When you're logged into your Chouchou account and viewing a product page, an Add to My Gift Registry button appears below the Add to Cart button.
How can I view or remove a product from my gift registry?
When you are logged into your Chouchou account, click on my account, then My gift registry. A list will appear and you can click Manage Items to view or delete items.
How can I share my gift registry?
When you are logged into your Chouchou account, click on My account, then My gift registry. A list will appear and you can click Share to add the people and emails you want to send it to.
If your guest list is very long, you can add your email to the guest list and click Share Gift Registry. You will receive an email containing the link to your gift registry page which can be more easily forwarded to your contact list directly from your inbox.
My gift registry is not accessible, what can I do?
Make sure your gift registry is public. To do this, when you are logged into your Chouchou account, click on My account, then My gift registry. Your list will appear and you can click Edit to change the settings. At step 1, make sure your list is in public and has an active status.
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.
Are your products guaranteed?
Depending on the product and the brand, some damages are under warranties. Refer to the Terms and Conditions page in the Warranties section for more details.
Which sizes to choose according to the age of my child?
In general, all clothes and shoes have a size guide according to the brand. On the product page, below the image, there are different tabs including Information, Size Chart, Shipping and Comments. The information can be found under the Size Chart tab.
Shipping & order tracking
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.
How can I track my order?
When the order is completed, an email containing the Canada Post tracking number is emailed to the customer. To track the order, you can enter this number on the Canada Post website to see the progress of the delivery.
What is the delivery time for an online order delivered to the store?
An email is sent when the order has arrived in the store, within 3 to 10 business days.
What is the delivery time for an online order delivered by post?
For standard delivery*, delivery is usually made by Canada Post within 2 to 10 business days.
Some products may have an additional delivery time of 2 to 12 weeks. If this is the case, the delay will be indicated on the page of the product in question.
*Delivery times are for reference only and are not guaranteed. During the holiday season, from November 15 to January 6, delays may be longer.
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 clement.ca. 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.
Do my purchases add up during 70% warehouse sales?
No, purchases made at more than 50% off cannot be combined with the Les Chouchous program.
How can I add an invoice to my Chouchou account?
It is not possible to add an invoice to your Chouchou account. If you created your account with the same information given during your purchase, the transaction will be automatically added to your account within 24 to 48 hours. If this deadline has passed and the purchases still do not appear in your account, write to chouchous@clement.qc.ca including the invoice number.
How can I reset my password for my Chouchou account?
To reset your password, click here.
You will receive an email to change your password. Please note that the email may be in your spam folder.
Does my reward card have an expiration date?
Yes, rewards cards are valid for up to 1 year from the date the card was created.
Online order
I try to place an order, but why is it constantly refused?
If your order on clement.ca 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 clement.ca 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:
PayPal
Visa/MasterCard Debit
Prepaid Credit Card
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 ?
Refer to the shipping information page.
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.
I try to place an order, but it does not work and an error message appears. What should I do ?
We can help you over the phone, please contact us at 1-888-997-4789 Orders cannot be placed over the phone only. However, we can assist you over the phone. A priori, check that your delivery and billing addresses and your credit card details are complete and accurate.
Home delivery is not available for my online order, what should I do?
Some products are not available for delivery by post, only in-store pick-up is possible. If the delivery method by post is not available when paying for your order, one of the products in your cart must have the mention Delivery available in-store only, on the page of the product in question.
How can I return an item ordered online?
Within 15 days of receiving your order, it is possible to return an item to one of our stores or by standard ground shipping. To return by post, click here (Canada only).
The cost of using return labels in Canada is $7.00 but may vary depending on the weight and size of the product. Shipping charges paid with the original order are non-refundable.
Please note that return shipping costs for orders delivered to the United States are the responsibility of the customer.
How can I get a return label?
It is possible to obtain a return label for a product ordered online only. To create your return label, click here .
For more information on returns, visit the Returns and Exchanges section.
The cost of using return labels in Canada is $7.00 but may vary depending on the weight and size of the product. Shipping charges paid with the original order are non-refundable. Please note that return shipping costs for orders delivered to the United States are the responsibility of the customer.
Enter the requested information (listed at the bottom of the invoice that is in your original shipment) and you can print your label to return the items to us via Canada Post. If you were logged into your Chouchou account when ordering, you can also log into your account and go to the My online orders section. This will allow you to create your return label more quickly directly in your order.
How can I cancel an order?
It is possible to cancel a recent order if it is pending at the web order processing center. Unfortunately, if your order is processed and/or shipped, it will not be possible to cancel the order. We invite you to contact us quickly to inform us of the cancellation of your order at clientele@clement.qc.ca or by phone at 1-888-997-4789.
How can I modify an order?
It is not possible to modify a web order. If the order is not processed and/or shipped, it is possible to cancel it and place a new order.
We invite you to contact us quickly to inform us of the cancellation of your order at clientele@clement.qc.ca or by phone at 1-888-997-4789.
Why do I get an error message when I want to pay with my gift card, despite the positive balance?
Your gift card must already be registered for payment, so the site refuses to register it again. Ensure your CVC code is the same one found under the silver rectangle on the back of your traditional gift card.
Do I receive a gift card that I have just ordered in real-time?
We try to give you your virtual gift-card as soon as possible, however, a delay of 48 hours can be considered before sending.
I haven't received my virtual gift-card, what should I do?
First, check your email inbox in the junk section, with either "gift-card" or "gift-card" in the search tab. If you still haven't received your gift-card, contact us by email at clientele@clement.qc.ca, including your order number linked to the card in question.
I would like to use my prepaid credit card to pay for my order, how can I do this?
We accept this type of payment in-store only, it is impossible to use this type of payment via our website.
Who do I inform when the status of my order indicates delivered, either on the website or by tracking and that in reality, I do not have my order in hand?
The first step is to check your emails for the carrier's package tracking information. If you do not have this one, contact us via email clientele@clement.qc.ca with the order number in question.
Promotional codes
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.
What is a promotional code?
It is a code giving you a discount on a future purchase, during specific promotions. Details will be listed in the promotion where applicable.
When will I receive my promotional code?
The promotional code will be sent in a second email within 24-48 hours of completing your order on the site.
What if I haven't received my promotional code?
Check your spam mail first. If the email is not there, contact customer service at clientele@clement.qc.ca, including your order information.
Is my promotional code valid in store and online?
Unless otherwise specified, a promotional code offered online is only valid online, while one offered in-store is only valid in-store.