Frequently asked questions

It is possible to cancel a recent order if it has not been processed or dispatched.

If your order has been processed and dispatched, it will not be possible to cancel it. Please complete an online returns form or visit our shop for a refund.

It is not possible to modify an order. If the order is not processed and/or dispatched, it can be cancelled and a new order placed.

We invite you to contact us as soon as possible to inform us of the cancellation of your order via our contact form or by telephone at 1-888-997-4789.

It is possible that your order has been cancelled due to stock availability, fraud prevention checks or other exceptional circumstances. If this occurs, you will be notified by email and either no amount will be charged or a full refund will be issued.

If your package appears to be lost or possibly stolen, an investigation will need to be opened with the carrier. This process may take 10 to 20 business days.

In the meantime, you may choose to place a new order or purchase the items in-store if you wish to receive them more quickly. Once the investigation is complete, and depending on the outcome, we will be able to replace your order or issue a refund, if applicable.

Home shipping

A dispatch confirmation email containing a tracking number is sent when the order is dispatched. You can also log in to your customer account to check the status of your order.

In-Store Pickup

A confirmation email will be sent to confirm that your order is ready for in-store pickup. Please wait for this email before coming to the store.

The choice of carrier is made when the order is dispatched, unless otherwise specified.

We work mainly with the following carriers:

• Canada Post
• Nationex
• Obibox
• Canpar

Other carriers are also used, depending on the items and the destination.

A confirmation email with a tracking number and carrier details will be sent when the order is dispatched.

Processing time

Orders are generally processed and dispatched within 24 to 48 hours*.

Standard delivery

Standard delivery times are 1 to 7 working days*.

In-store delivery times

Standard delivery times are 1 to 7 working days.

*Delivery times are for guidance only and are not guaranteed.

*Allow for longer processing and transport times for remote areas or oversized furniture and items.

Please refer to details of delivery times

If your order is indicated as delivered, but you have not received it, please check with your neighbors, your concierge or the usual drop-off location (mailbox, balcony, garage, etc.). If the package is still missing after these checks, please contact our customer service department so we can make inquiries with the carrier.

We invite you to contact us quickly to inform us of the situation via our contact form.

Once the goods have been received at our distribution centre, please allow 24 to 48 hours for your return to be processed.

Once the refund has been made, allow 3 to 7 working days for the funds to be returned to your original payment method.

In-store returns will be processed on site. Please allow 3 to 7 working days for funds to be returned to your original payment method.

Exchanges are possible in shop only, free of charge and subject to availability, within 15 days of receiving or collecting your order.

It is not possible to exchange products online. To obtain a new product or variant, complete a new order and return the unsuitable item separately, return postage costs apply.

We invite you to contact us quickly to inform us of the situation via our contact form.

To check your gift card balance, click here.

Gift cards are non-refundable.

Protect your gift card like cash. It cannot be replaced or reimbursed if lost or stolen.

As soon as you have 2 500 points, you can convert them into a $10 coupon. You can redeem your points in increments of 2 500 (e.g., 2,500 pts = $10, 5,000 pts = $20, 7,500 pts = $30). You can create your coupons online anytime, as long as you have enough points.

Your points do not expire, but once created, your coupon is:

• valid for 180 days;
• redeemable only once;
• non-refundable and non-exchangeable;
• not applicable to the purchase of gift cards.

If your purchase is lower than the coupon value, the remaining balance is not retained.

If you return an item paid in full or in part with a reward coupon:

• The portion paid using your usual payment method (card, cash, etc.) will be refunded according to our return policy.
• The portion covered by the reward is considered used and cannot be re-applied or credited back as points.

In other words, the part of the reward applied to that purchase is forfeited when a return is made.

Your available coupons appear in your customer account or directly in your cart in the coupons section when shopping online.

For now, coupons cannot be used in-store. This option will be available with our program update coming in 2026.

See the following article for a complete care guide.

1. Purpose
These terms and conditions govern the operation of the points program (the “Program”) offered by Boutiques Clément (hereinafter “we” or “Clément”). By joining the Program, the customer (hereinafter the “Customer”) agrees to all of the terms outlined below.

2. Enrollment in the Program
2.1. Enrollment in the Program is free and reserved for individuals of legal age.
2.2. Only one account per Customer is permitted.
2.3. The Customer is responsible for the accuracy and updating of their personal information (name, email, etc.).

3. Earning Points
3.1. Points are awarded according to the terms in effect at the time of purchase (e.g., 5 points per dollar spent, subject to internal policy).
3.2. Points are added to the Customer’s account once the transaction is completed.
3.3. Points do not expire as long as they remain in the Customer’s account.
3.4. We reserve the right to correct any points balance in the event of an error or fraudulent use of the Program.

4. Converting Points into Rewards
4.1. Points can be redeemed for a reward once the Customer has accumulated a minimum of 2 500 points.
4.2. Points may be redeemed in increments of 2 500 points, each increment granting a $10 coupon (the “Reward”):
-2 500 points = $10 coupon
-5 000 points = $20 coupon
-7 500 points = $30 coupon
4.3. The Customer may generate one or more coupons at any time, as long as they have enough points.
4.4. Once points are converted into a Reward, the corresponding points are deducted from the account and cannot be restored.

5. Conditions of Use for the Coupon (Reward)
5.1. The coupon is valid for 180 days from its date of issuance. The expiration date is shown on the coupon or in the customer account.
5.2. The coupon:
-may only be used once;
-has no cash value (cannot be exchanged for cash);
-is non-refundable;
-cannot be applied to the purchase of gift cards.
5.3. In the case of partial use of the coupon (e.g., an $8 purchase with a $10 coupon), no remaining balance is retained and no new coupon is issued for the difference.
5.4. The coupon must be applied before taxes, shipping fees, or other charges, according to the applicable billing rules.

6. Returns and Exchanges of Merchandise Purchased with a Reward
6.1. When returning an item paid in full or in part with a Reward:
The portion paid with a credit card, cash, or any other eligible payment method is refunded according to our standard return policy.
The portion covered by the Reward is considered used and forfeited.
6.2. The Reward applied to the purchase will not be recredited as points or reissued as a new coupon, even in the event of a return or cancellation.

7. Use Online and In-Store
7.1. Online
-Rewards (coupons generated from a minimum of 2 500 points) are accessible at any time in the customer account or directly in the cart during checkout.
-The Customer may choose which coupon to apply when completing a purchase, subject to the coupon’s validity date.

7.2. In-Store
-For now, Rewards cannot be applied in-store.
-In-store use will become available during the transition of our Points Program, planned for 2026.
-The terms of in-store use will be specified at the time of the transition and may differ from the online terms.

8. Modification, Suspension, or Termination of the Program
8.1. We reserve the right to modify, suspend, or terminate the Program, in whole or in part, at any time, subject to applicable laws.
8.2. In the event the Program is terminated, reasonable notice may be provided to Customers. Coupons already issued will retain their expiration date unless otherwise stated.
8.3. The conditions for earning points and converting them into Rewards may be adjusted without prior notice.

9. Fraud and Misuse
9.1. Any fraud, attempted fraud, misuse of the Program, or violation of these terms may result in:
-suspension or closure of the Customer’s account, and/or
-loss of accumulated points and Rewards.

10. Protection of Personal Information
10.1. Customers’ personal information is handled in accordance with our current privacy policy.
10.2. The information collected as part of the Program is used for account management, issuing Rewards, and sending communications related to the Program.

11. Interpretation
11.1. In the event of discrepancies between different versions of these terms and conditions, the most recent version displayed on our website will prevail.
11.2. The terms and conditions are governed by the laws of the province of Quebec and in Canada.