FAQ

FAQs Website navigation Order tracking & delivery Returns Account & Password Privilege program & gift cards

Frequently asked questions 

 

How to shop on your website ? 

You can shop by product type (apparel, accessories, footwear) or by looks. These looks let you see outfits and clothes that complement each other. When you see an item you like, click on the image. You can then choose your size and add the item to your cart.

 

I added items in my cart. How do I finalize my order ?

Click on the CART icon which you can find on the upper right of each page. All the items you have selected will be displayed there. The simply click on CHECKOUT to make your purchases and choose the type of delivery.

 

How to choose the right size ?

All our products are designed according to North American standards. You can choose the usual size that fits you when you shop for clothes. If in doubt, consult our size chart.

 

When will I receive my order ?

Orders are usually processed within 48 hours and, depending on the service, shipping times range from two to seven days. Once your purchases are shipped, you will receive an email with a Canada Post tracking number that allows you to track your parcel in real time. You can also click at any time on the MY ACCOUNT icon to consult the status of your order.

 

Do I have to create an account to buy items online ?

No, it is not mandatory. You can shop without an account by choosing the guest status. At any time during the process you can change your mind and create your account with a password in a few seconds. However, an account allows you to track the status of your orders and save time with each transaction without any commitment from your part.

 

What methods of payment do you accept ?

You can make your online purchases with Visa, MasterCard, American Express, Visa Debit or one or more Le Grenier gift cards.  "Credit

 

How can I know if an item is available in store ?

The easiest way to know is to call the nearest store and specify the name and size of the item with the product code. You can find this code on the page of each product in the right column under the HELP button. Click here to find the contact information for all our stores in Canada.

 

Are online transactions safe ?

Our website is a secure site that uses SSL technology. This ensures the confidentiality of information entrusted to us and allows you to shop with confidence. Also when you make a purchase, you will receive an email confirmation in the minutes that follow the transaction.

 

How much does the delivery cost ?

Any order above $75 (before taxes) will be delivered to you free of charge regardless of your address in Canada. For any order less than that amount, you can choose between regular service at $7.50 or express service at $10. These are fixed prices: they do not depend on the number of items or your address in Canada.

 

Can I get free express delivery ?

If your order exceeds $75 before taxes, we offer free regular service delivery. You can, of course, opt for express delivery service. But in that case you have to pay the $10 delivery fee.

 

Are there fees for item returns ?

No, returns are free. There are no penalties and the return shipping charges are a tour expense. We will refund once we have received the items you are returning. Make sure to respect return conditions and deadlines.


Please note that final sales cannot be returned, exchanged or refunded.

 

How do I take care of purchased products ?

You can find instructions in the PRODUCT DETAILS section on each page that shows a garment or accessory. Maintenance tips are also clearly indicated on clothing labels.

Website navigation  

How to shop on your website ?

You can shop by product type (apparel, accessories, footwear) or by looks. These looks let you see outfits and clothes that complement each other. When you see an item you like, click on the image. You can then choose your size and add the item to your cart.

 

What happens when I click on the “Add to Cart” button ?

The selected item is added to your cart. At this point, the purchase is not yet completed. In fact shopping on our website is like shopping at a grocery store: first you fill your shopping cart, then you proceed to checkout and pay for your purchases.



I added items in my cart. How do I finalize my order ?

Click on the CART icon which you can find on the upper right of each page. All the items you selected will be displayed there. The simply click on CHECKOUT to make your purchases and choose the type of delivery.

 

How do I delete an item from my cart ?

Click on the MY CART icon. All the items you selected will be displayed there. There is a DELETE button on the right side of each image.

 

Can I change the contents of my cart ?

As long as you have not paid your purchases by clicking CHECKOUT, you can freely change the contents of the cart by adding or removing items. If you have already passed and settled your order, call us to modify or cancel it.

 

How do I subscribe to your newsletter ?

Enter your email address in the footer and check the consent box. It’s free, and it’s by far the best way to never miss the latest products and promotions!

 

How do I logout ?

Using your mouse, hover over the MY ACCOUNT icon at the top of the page. A menu will appear. Click on LOGOUT. By logging out, you will make sure that nobody can place orders for you. It’s a good precaution, especially if you share your computer or tablet with another user.

 


What is the Wish List for? 

It’s a tool that saves your favourite items. If you see something you like, simply click ADD TO WISH LIST; it’s as easy as 1-2-3! Your item is now saved and you can always access your Wish List from MY ACCOUNT.

 


Can I share my Wish List?

Of course, simply click SHARE MY WHISH LIST BY EMAIL at the bottom of the list. It’s a great way to share your favourite findings with your friends and get their feedback! 


How can I purchase items on my Wish List? 

Click ADD TO CART under any item. To purchase everything on the Wish List, click ADD EVERYTHING TO CART at the bottom of the list. You can then change anything in your Cart before you proceed to checkout. Items transferred in the Cart are automatically deleted from the Wish List.

Order tracking & delivery

How can I locate my order ?

It’s easy if you an account: click on MY ACCOUNT at the top of the page, log in and click on MY ORDERS. You will see your past orders and the one underway as well as its status.


Can I change or cancel an order ?

Yes. As long as your order has not been shipped, we can cancel or modify it. To do this, please call us at (514) 416- 5020  or 1-844 312-6228 (toll free) Monday through Friday from 9 am to 5 pm EST.
If you have already received our shipping confirmation, your parcel is on its way. Don’t worry; you can return your purchase by following the normal procedure outlined here. It’s simple and free.   

Why was my order cancelled?

For your safety, if the information on the credit card used for payment is incorrect, the order is automatically cancelled. The most frequent errors are related to a difference between the order billing address and the address associated with the credit card, an incorrect security code (printed on the back of your card), an inaccurate expiry date or a maxed-out credit card. When an order is cancelled, it cannot in any case be reactivated or modified. If you still want to buy the items on the order that was cancelled, you must place a new order.

Your order might also have been cancelled because the selected products were no longer available at the time of the transaction. In this case, note that credit card companies retain funds for the purchase for up to three days.



What are the delivery times ?

For regular service the delivery time is three to seven business days. For express service the delivery time is usually two business days. Expect three business days if you live in an isolated rural area or in a remote. Once your order has been shipped, you will receive an email confirmation with a tracking number that allows you to track your parcel in real time.



How much does the delivery cost?

Any order above $75 (before taxes) will be delivered to you free of charge regardless of your address in Canada. For any order less than that amount, you can choose between regular service at $7.50 or express service at $10. These are fixed prices: they do not depend on the number of items or your address in Canada.


Can I get free express delivery ?

If your order exceeds $75 before taxes, we offer free regular service delivery. You can, of course, opt for express delivery service. But in that case you have to pay the $10 delivery fee.



When will I receive my order ?

Orders are usually processed within 48 hours and, depending on the service, shipping times range from two to seven days. Once your purchases are shipped, you will receive an email with a Canada Post tracking number that allows you to track your parcel in real time. You can also click at any time on the MY ACCOUNT icon to consult the status of your order.

 

Can you deliver a parcel to a PO Box?

No, we can only deliver to a street address, be it a home or a workplace.

Returns

What is the timeframe allocated to return unsatisfactory items?

Except for final sales, you have 30 days from the date of purchase in store, or from the date of shipment for orders on our website.


Are there fees for item returns ?

In-store returns are always free. For mail returns, a $7.95 $ fee shall be deducted from your refund to cover return shipping charges. If you are a Privilege member, return shipping charges are on us.

We will refund you once we have received the items you are returning. Make sure, however, to respect the return deadlines and conditions. Click here for more information.

Please note that final sales cannot be returned, exchanged or refunded. 



How do I return unsatisfactory items ?

It is quite simple: you can return them at any Le Grenier store (bring your invoice) or return them by mail. All procedures are explained here.


How will you reimburse returned items ?

As soon as we receive the returned items and validate their condition we will credit the card you used to pay your order. 

If you used a gift card for your purchase, we will send you a new gift card with the amount of the item returned, less any return postage fees.


Can i return an item bought as final sale?

No, final sales cannot be exchanged nor refunded. Do not return them by mail since we will not credit them.

To know if an item in your order was a “final sale”, check the receipt sent by email on the date of your purchase. You can also log on to your online account and see your order history. Final sales are clearly identified.

Account & Password

Do I have to create an account to buy items online ?

No, it is not mandatory. You can shop without an account by choosing the guest status.. At any time during the process you can change your mind and create your account with a password in a few seconds. However, an account allows you to track the status of your orders and save time with each transaction without any commitment from your part.

 

How to create an online account ?

Click on MY ACCOUNT at the top right of the page and follow the instructions in the NEW CUSTOMER section. It’s simple, quick, and you will be guided for each step.

 

I forgot my password. What to do?

It often happens! Click on MY ACCOUNT at the top right of the page, then on FORGOT PASSWORD in the REGISTERED CUSTOMER section. You will be asked to enter your email address. You will receive an email with a link allowing you to create a new password.

 

How to change my password ?

Log into MY ACCOUNT. Then go to MY DASHBOARD. In the first ACCOUNT INFORMATION section, find the CHANGE MY PASSWORD option. Click on this section and follow the instructions.

 

How to add or change a delivery address ?

Log into MY ACCOUNT. Then go to MY DASHBOARD. In the ADDRESS BOOK section, click MANAGE ADDRESSES or EDIT ADDRESS.

 

How to correct my email address ?

Log into MY ACCOUNT. Then go to MY DASHBOARD. In the ACCOUNT INFORMATION section, click EDIT, enter your new email address and click SAVE.

 

How to change my phone number?

Changing a phone number is like changing an address. Log into MY ACCOUNT. Then go to MY DASHBOARD. In the ADDRESS BOOK section, click MANAGE ADDRESSES or EDIT ADDRESS.

Priviliege program & gift cards

 

WHAT IS THE PRIVILEGE PROGRAM?

It is a loyalty program that allows members to save 15% on all purchases (in stores and online) and to get free return shipping on items bought online. The membership costs $20 $ tax included. It is valid 12 months following the activation date and can be renewed as often as wanted.

 

 

HOW TO BECOME A PRIVILEGE MEMBER?

You can sign up online or in stores. Once you obtain your membership number, save it in your online account. This way your benefits will automatically apply to each transaction.



HOW TO TAKE ADVANTAGE OF OFFERS?

To get your 15% discount in stores, simply show your membership card at the checkout counter. To get your 15% discount online, you must have an online account and save your membership number in it. To do so, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on the SAVE MEMBERSHIP NUMBER link in the PRIVILEGE PROGRAM section. Your benefits (discount, free return shipping) will apply automatically for one year.



CAN I GET MY 15% DISCOUNT ON MY FIRST PURCHASE?

Yes, either in stores or online! Even if your membership is not yet activated we will apply the discount on your first purchase. However you will need to create an online account and save your membership number in it as soon as you obtain it to benefit from the 15% discount on your future purchases. To do so, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on the SAVE MEMBERSHIP NUMBER link in the PRIVILEGE PROGRAM section.



Can I buy a gift card online ?

Yes. Cards bought online are valid for all purchases in Le Grenier stores. To purchase one, click here and choose your amount: $10, $20, $25, $50, or $100. Your card will be sent by mail to the address of your choice.


Are gift cards purchased online valid in stores?

Yes. Any gift card purchased online can be used for online or in-store purchases. On the other hand, former card models can only be used in stores.

 


How do I use a gift card to shop online?

At the checkout, enter your card number and the CSV code that is on the reverse side (scratch section).

If your card is not enough to pay for your purchases, our calculator will let you know. The remaining amount can be paid with another gift card or another accepted payment method. 

 

I have a gift card, but I don’t know it’s enough to cover my order…

No worries: at any time you can check your card’s balance by clicking here.

If your card is not enough to pay for your purchases, our calculator will let you know. The remaining amount can be paid with another gift card or another accepted payment method. 

 

How long is a gift card good for?

Unlimited, as there is no expiry date. You can use it once or multiple times. 

  


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