GENERAL:
Q: Do you have more selection in store than online?
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 a quantity, (because they are not sure of the sizes), and then getting a refund for several items. (Example, buying 5 pairs of sandals for the same child just to try them on, and then coming back to get a refund for 4 pairs...) So, since the items are only "exchangeable", customers buy according to their real needs and, at the same time, this leaves inventory for everyone. In addition, we pay high fees to ship packages, if we want to remain competitive on price 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 for you.
Q: Are swimsuits exchangeable?
A: Yes, as long as the jersey still has its tag ATTACHED. Items marked down to 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 receipt, what can I do?
A: It is absolutely necessary to have the receipt to make an exchange. You could then ask the person who gave you the gift what phone number they gave us at the time of purchase. It will then probably be possible for us to trace the receipt.
Q: When will you receive the new snowsuits?
A : We generally receive snowsuits starting in early July.
Q: Do you have discounts for twins?
A : No, because our products are already on sale.
Q: I lost my receipt, is it still possible to exchange it?
A : If you agreed to give us your phone number at the time of purchase, we will likely be able to locate your invoice in our system and process the exchange.
ONLINE ORDERS:
Q: I placed an order online with the "in-store pickup" option, when can I pick up my order?
A: Orders are usually ready the same day or the next business day, depending on the time you placed your order. You should wait until you receive an email from us stating that your order is ready. Also, check your spam folder; our message may be there.
Q: Do you have the item I ordered online in store?
A: Yes, whatever you order online, we have 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 in Quebec and Ontario. For the rest of Canada, delivery times can be 1 to 7 business days. The vast majority of customers receive their packages quickly, but the carrier may experience delays for some 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 two feet on a piece of paper. Your child should be standing straight. Then, write to us on Messenger, through our website's chat, or by email, writing down the measurement in cm or inches. It would also be helpful 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: Shoes have a 3-month warranty from the date of purchase. (Not from the date the child starts wearing them) The warranty only applies to manufacturing defects ( e.g., sole coming off, stitching coming loose, Velcro no longer sticking) and not to normal wear or abuse. You can send us photos, by Messenger or Email, of the invoice and the product, before coming to the store so that we can approve the warranty. We will either repair the shoe or replace it with the same or 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 2024, the boots are guaranteed until the end of March 2025. The warranty applies only to manufacturing defects (Example, sole that comes off, velcro that no longer sticks) and not to normal wear or 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 have the boot repaired or replaced with the same or similar model according to 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. In addition, winter boots purchased to be worn only the following winter are not applicable for the warranty.
Q: I bought a snowsuit and it broke. 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 warranty applies only to manufacturing defects (Example: sewing, snap, velcro) and not to normal wear or abuse. It is important that your child learns how to use the zipper properly, because it is not guaranteed if the cause of the breakage is that the child closes or opens the coat incorrectly. You can send us photos by Messenger or Email of the invoice and the product, before coming to the store so that we can approve the warranty. We will repair it or replace it with the same or similar model according to 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. Additionally, snowsuits purchased to be worn only the following winter are not covered by the warranty.
