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Help & FAQs

Find the answers to your most frequently asked questions

Shipping

What are the costs of delivery?

CANADA & UNITED STATES

Shipping rates are set at 7.99$ for orders within Canada or the U.S. Shipping is Free on all orders of 99$+ within Canada and the U.S.

(*We do not ship to the following states: Alaska, Hawaii, Puerto Rico, U.S Virgin Islands and U.S Territories.)

INTERNATIONAL

Amount Variable. See shipping fee at checkout.

We ship to the following countries: Argentina, Austria, Bahamas, Belgium, Belize, Brazil, Chile, Czech Republic, Denmark, Finland, France, Germany, Greece, Guyana, Hong Kong, Hungary, Italy, Japan, Luxembourg, Malaysia, Morocco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan

Ô-MARCHÉ MARKETPLACE

Shipping rates are set at 7.99$ for all orders Domestic & International. Shipping is Free on all orders of 99$+ Domestic & International.

How long does delivery take?

Your confirmed order will leave the warehouse either on the same day it is placed or on the next business day. Your package will then arrive within 2 to 3 business days* for delivery anywhere in Canada. For orders in the United States, the estimated delivery time is 10 business days. For Ô-MARCHÉ MARKETPLACE orders are estimated between 8-19 days for all countries.

Return

IN-STORE Return And Exchange Policy

We do not process any refunds for purchases made in our boutiques.

Regular Priced Items and Reduced Items of 49% and Less : Exchange or Credit Note (if it's returned within 30 days)

Reduced Items of 50% and more = FINAL SALE (items cannot be exchanged or returned)

Exchange only or credit note applicable on unwashed items, unworn, with the original tag attached to the item within 30 days with invoice.

ONLINE Return Policy

  • Regular Priced Items and Reduced Items of 49% and Less : Refund or Exchange or Credit Note (if it's returned within 30 days). Shipping fee paid by the customer.

  • Reduced Items of 50% and more = FINAL SALE (items cannot be refunded, exchanged or returned)

How do I make a return?

First, check if your item is eligible for a return, if yes, send your merchandise to the following address:

RETURNS / Onze Montréal 6405 Plaza St-HubertMontréal, Qc H2S 2L9

  • All returns are paid by the customer
  • Returned items must be received at our return center within 30 days.
  • If you would like to make an exchange after buying online, please return your merchandise and place a new order on www.onze-montreal.com
  • Returns are processed within the following 5 working days of reception of the parcel at our customer service center.
  • Refunds will be issued in the original form of payment (Paypal or Credit Card).
  • Shipping fees are non-refundable, except for a shipping error on our behalf.

What is the return policy for SALE or PROMOTIONAL items?

Reduced items of 50% and more = FINAL SALE (items cannot be exchanged, refunded or returned)

The following items are FINAL SALE:

Reduced Items of 50% and more.

Items which were used, worn, washed, or altered

Items without a tag

Free gifts or gifts cards

Jewelry, leggings, tights, socks, cosmetics, perfumes, notebook

Discounts & Gift Cards

How do I use my gift card or promotional code?

When you are checking out, you will see a Promotional Code Box. Enter your gift card number or promotional code there and your order will be updated automatically

Category

I have several questions. Who can I write to?

Write to us at hello@onze-montreal.com we are here for you!

An online chat is also available. Click on the chat bubble at the bottom right corner of the homepage. An agent is online to answer your questions from 9:00 a.m. to 6:00 p.m. ET7 days a week*.

*These hours may vary from time to time, such as on public holidays. If we are not online, you can still write to us and we will get back to you as soon as possible.

I signed up for the newsletter but haven't received anything?

If you signed up for our exclusive newsletter be sure to check your Spam or Other folders in your email! You'll receive a message from us within minutes with your new member discount offer. Your subscription keeps you updated on the latest collections, sales, and promotions. You can cancel your subscription at any time. The new member discount is only available once per email address.

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