FAQs
GENERAL:
Q: Do you have more choices in store than on the online store?
A : Our online inventory is the same as in store, unless there is an error.
Q: Why don't you refund?
A : This is to prevent customers from ordering online, or buying in store, in too large quantities (because they are not sure of the sizes), to then obtain a refund for several items. (Example, buying 5 pairs of sandals for the same child just to have them tried on, and then come and get a refund for 4 pairs...) So by being only ''exchangeable'', customers buy according to their real needs and at the same time that leaves inventory for everyone. In addition, we pay high fees to ship packages, if we want to remain price competitive we must limit our costs.
Q: Do you sell gift cards?
A : Yes, and you can use them online and in-store
Q: I lost my gift card, what can I do?
A: Unfortunately if you have lost a gift card, it is not possible for us to recover it.
Q: Are swimsuits exchangeable?
A: Yes, as long as the jersey still has its ATTACHED tag afterwards. Items 40% off or more are final sale.
Q: I received an item as a gift, I would like to exchange it, but I don't have the invoice, what can I do?
A: It is absolutely necessary to have the invoice to make an exchange. You could then ask the person who gave you the gift what is the phone number he gave us at the time of purchase. It will then probably be possible for us to trace the invoice.
Q: When will you receive the new snowsuits?
A : In general, we receive snowsuits from the beginning of July.
Q: Do you have discounts for twins?
A : No, because our products are already on sale.
Q: I lost my invoice, is it still possible to exchange?
A : If you agreed to give us your phone number at the time of purchase, we will probably be able to find your invoice in our system and thus proceed with the exchange.
ONLINE ORDERS:
Q: I placed an order online with the ''pick up in store'' option, when can I pick up my order?
A: In general, orders are ready the same day or the next working day, depending on the time you placed your order. You must wait to receive an email from us that your order is ready. Also watch your unwanted emails, it is possible that our message will find it.
Q: The item I ordered online, do you have it in store?
A: Yes, what you ordered online, we have it in stock in real time in store, unless there is an inventory error.
Q: I still haven't received my online order delivery, is this normal?
A : Delivery times are 1 to 3 business days for most regions of Quebec and Ontario. For the rest of Canada, delays can be from 1 to 7 working days. The vast majority of customers receive their package quickly, but it is possible that the carrier may accumulate delays for certain shipments.
SHOES:
Q: I would like to order shoes online, but I don't know what size to get?
A : We can help you remotely! First, trace your child's 2 feet on a sheet. The child should be standing upright. Then, write to us, on Messenger, via the chat on our site or by email, how much it is in cm or inches. It would also be useful for us to know if your child has a narrow, standard or wide foot type, and which shoe model you are interested in.
GUARANTEES:
Q: I bought shoes and they are broken, what is the warranty?
A: The shoes have a 3 month warranty from the date of purchase. (And not from the date the child begins to wear them) The warranty only applies to manufacturing defects ( example: sole that comes off, seam that comes loose, Velcro that no longer sticks) and not on the normal wear and abuse. You can send us photos by messenger or email of the invoice and the product, before going to the store so that we can approve the warranty. We will either have you repaired or replaced with the same or a similar model depending on our availability and the manufacturer's warranty. Shoes purchased at a discount of 40% or more are final sale and the warranty does not apply.
Q: I bought winter boots and they are broken, what is the warranty?
A: Winter boots are guaranteed for the current winter. Example: purchase in September 2023, the boots are guaranteed until the end of March 2024. The guarantee only applies to manufacturing defects (Example, sole that takes off, Velcro that no longer sticks) and not to normal wear and tear. misuse. You can send us photos by messenger or email of the invoice and the product, before going to the store so that we can approve the warranty. We will either have you repaired or replaced with the same or a similar model depending on our availability and the manufacturer's warranty. Boots purchased at a discount of 40% or more are final sale and the warranty does not apply. As well as the winter boots bought to be worn only the following winter.
Q: I bought a snowsuit and it's broken. what is the warranty?
A: Snowsuits are guaranteed for the current winter. Example: purchase in September 2023, the snowsuit is guaranteed until the end of March 2024. The guarantee applies only to manufacturing defects (Example: sewing, snap, velcro) and not to normal wear and tear. misuse. It is important that your child learns to use the zipper correctly, because it is not guaranteed if the cause is that the child closes badly or opens the coat badly. You can send us photos by messenger or email of the invoice and the product, before going to the store so that we can approve the warranty. We will either have you repaired or replaced with the same or a similar model depending on our availability and the manufacturer's warranty. Snowsuits purchased at a discount of 40% or more are final sale and the warranty does not apply. As well as the snowsuits bought to be worn only the following winter.