We deliver orders via Canada Post. If you would like to use your own delivery service or another service, please contact customer service by phone at 1-800-463-5253 or by email at firstname.lastname@example.org.
Delivery times and charges vary according to the order’s destination and the availability of products. Shipping and handling charges apply to all items.
For products delivered outside of Canada, the customer must cover all applicable shipping and handling fees for international delivery, including customs fees.
We must receive complete payment for products before we can proceed with shipping them.
If the ordered products are not delivered properly or they are damaged or defective when received by the customer, we will cover delivery fees and risks of loss and damages if the customer returns the products via a shipping company that offers a guarantee against loss and damages.
Collection Germain cannot guarantee product availability. If an item is out of stock, the Boutique will advise the customer as quickly as possible when the item is expected to arrive.
Under no circumstances shall Collection Germain be held responsible for any damages suffered by the client due to lack of product availability.
Prices subject to change without notice.
Procedures for Returns, Refunds and Exchanges
To return a product purchased on the website:
- Wrap the product in its original packaging.
• Include all documents you received related to the order that you are returning. Don’t forget to keep a copy of these for yourself as well.
- All products must be returned in good condition and in their original packaging.
- You must cover the cost of returning the product; otherwise, we cannot accept the package.
- For your own protection, we recommend that you insure the delivery.
- Return the package to: Online Returns, Collection Germain, 1200 Avenue Germain des Prés, Quebec City, QC, Canada, G1V 3M7. This address is printed on a label provided in the original package; all you need to do is affix it to the box in which you are sending the returned product.
- You have 10 days following delivery of the product to return the package for a refund. Delivery fees for returning the product are not included in the refund, unless the product was defective or we made a delivery error.
- You have 30 days following delivery of the product to return the package for an exchange. Delivery fees for returning the product are not included in the exchange, unless the product was defective or we made a delivery error.
- Collection Germain reserves the right to refuse refunds or returns of certain items if they have been damaged while being returned, are not in their original packaging or if the aforementioned deadlines are not met.
- For assistance, please contact our customer service department by phone at 1-800-463-5253 or by email at email@example.com.
Due to the intimate nature of certain products and associated hygiene standards, we cannot accept returns on pillows, duvets, mattresses and duvet mattress covers purchased online.
|Our 10-Day Money-Back/30-Day Exchange Guarantee
If you are not completely satisfied with an item you have purchased, you can return it to us—as long as it is in resalable condition and in its original packaging—and we will refund or exchange it. You have 10 days following delivery to return the product for a refund (the total cost, minus shipping, handling and other charges). You have 30 days following delivery to return the product for an exchange (excluding shipping, handling and other charges). Once these deadlines have passed, no exchange or return can be made.
If you received damaged or defective products, please contact customer service by phone at 1-800-463-5253 or by email at firstname.lastname@example.org.