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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 (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)
— 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., your return must be made within 45 days of the date in which we send your parcel.  Shipping fees and custom fees for any shipment from or to the U.S. must be paid by the customer.
— 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

Didn't find an answer to your question?
Please contact our customer service at hello@onze-montreal.com

Frequently Asked Questions

Shipping

What are the costs of delivery?

CANADA

Shipping rates are set at 7.99$ for orders within Canada. Shipping is Free on all orders of 99$+ within Canada.

UNITED STATES

Shipping rates are set at 12.99$ for orders within USA. Shipping is Free on all orders of 99$+ within USA.

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 for ONZE items 60 days for Ô-MARCHÉ itmes). 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

Others

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. ET, 7 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.

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