Orders
Can I cancel my order?
Can I cancel my order?
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.
Can I modify an order?
Can I modify an order?
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.
Why was my order cancelled by CLÉMENT?
Why was my order cancelled by CLÉMENT?
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.
Shipping & Pickup
How can I track the delivery of my order?
How can I track the delivery of my order?
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.
Which carriers do you use?
Which carriers do you use?
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.
What is the delivery time?
What is the delivery time?
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
My parcel is marked as delivered, but cannot be found. What should I do now?
My parcel is marked as delivered, but cannot be found. What should I do now?
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.
Returns & exchanges
I've received a broken parcel. What should I do?
I've received a broken parcel. What should I do?
We invite you to contact us quickly to inform us of the situation via our contact form.
How long does it take to receive a refund?
How long does it take to receive a refund?
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.
Can I make an exchange?
Can I make an exchange?
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.
An item from my order is missing. What should I do?
An item from my order is missing. What should I do?
We invite you to contact us quickly to inform us of the situation via our contact form.
Gift card
How can I check the balance on my CLÉMENT gift card?
How can I check the balance on my CLÉMENT gift card?
To check your gift card balance, click here.
Can I return a gift card?
Can I return a gift card?
Gift cards are non-refundable.
What should I do if my gift card is lost or stolen?
What should I do if my gift card is lost or stolen?
Protect your gift card like cash. It cannot be replaced or reimbursed if lost or stolen.