Return Policy Online

Did you order via www.onze-montreal.com ? Please continue reading below ...

We want you to be pleased with your order. However, in case you need to return something, please read our return policy below to see if your order is returnable.

If so, thank you for sending your merchandise to the following address :

Service Retours / Onze Montréal
6405 Plaza St-Hubert
Montréal, Qc H2S 2L9

• Returned items must be received at our return center within 30 days or ONZE-MONTREAL products and 60 days for Ô-MARCHÉ MARKETPLACE products (shipping fee paid by the customer) of the date in which we send your parcel (the post office marks/stamps the date on the parcel for reference). A restocking fee of $9.95 (plus tax) will apply to all returns shipped to the warehouse and will be deducted from the refund. The refund will be made to your original method of payment. Please allow 3-7 business days to receive your refund (times may vary depending on your financial institution).
• To start your return please follow this LINK.
• 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
• Regarding shipping from the U.S. or International, your return must be made within 45 days of the date in which we send your parcel.  Shipping fees and custom fees for any international shipment from must be paid by the customer and restocking fee will be waved.
• Returns are processed within the following 2 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.

EXCHANGE / REFUND PROCEDURE IN STORE 

• You can return your package, along with your invoice, in any of our stores. The sales person will be able to process a refund or an exchange of size.
• Please allow 3 to 5 business days for the refund to appear on your bank statement.
• If you are in our boutique for an online return and you see something else you want, you have the choice to convert your refund into a credit note.
• Please keep in mind that if you are exchanging your online purchase for something else in our boutique, your new purchase is now an In-Store Purchase.
• If an item is returned to us because it has been refused, was not claimed by the customer, or due to a delivery to the wrong address, we will refund the merchandise to the customer. Please note that the shipping fee will not be refunded in this case. If the customer wants us to ship the merchandise again, the shipping fees will be paid by the customer.

The following items are FINAL SALE and cannot be returned or exchanged:

• Items reduced at 50% and more.
• Items which were used, worn, washed, or altered
• Items without a tag
• Footwear returned without their original shoe box, without the tag or which were used or worn.
• Free gifts or gifts cards
• Jewelry, leggings, tights, socks