By placing an order on our online store, you agree to the following terms. This policy aims to clarify the delivery times, costs and responsibilities, as well as the handling of your personal data during shipping.
1. Processing and delivery times
Orders are usually processed within 2 to 5 business days after payment.
Delivery times for orders within Canada are a maximum of 30 business days from the date of payment. If this 30-day maximum is exceeded, you have the right to request cancellation of your order and a full refund.
Important
“Processing” means that the order is being prepared by our supplier, while “delivery” refers to the shipment to your address. The total time includes processing and delivery.
2. Delivery charges and taxes
Canada
Free delivery.
International
Fees are calculated at checkout based on the weight, destination and dimensions of the items.
Import duties and taxes may apply upon arrival in your country. You are responsible for these charges.
If you refuse to pay the import duties, the order will be returned and you will be refunded the value of the products, less the return shipping costs and the initial shipping costs.
If you are a Canadian customer and inadvertently receive a package with import fees, please contact us at contact@latrousserie.com for a refund of these fees with your proof of payment of the fees paid.
3. Transfer and protection of personal data
To process and ship your order, certain personal information (name, address, telephone if requested and order details) may be passed on to a third-party supplier responsible for preparation and shipping.
These providers may be located outside of Canada. The laws of their country may apply to the processing of your data.
We require these suppliers to adhere to strict confidentiality and security standards to protect your personal information.
Your data is used solely to prepare, ship and track your order, and to manage customer service.
4. Out of stock and partial shipments
If an item is out of stock, we will contact you to choose between:
Wait for restocking.
Replace the article with another one.
Your order can be shipped in multiple packages if necessary, at no extra cost.
5. Change of delivery address
You can request a change of address before your order is processed by contacting us promptly by email at contact@latrousserie.com.
We do not deliver to post office boxes; the address must be a physically accessible location.
6. Damaged or lost packages
If the package is damaged upon receipt, refuse it if possible and contact our customer service.
If the package is confirmed lost by the carrier, we offer a free replacement or a full refund.
7. Cancellation and refund
You can cancel an order before it is processed.
If the order has been processed, please refer to the return and refund policy.
The refund will be issued via the same payment method used for the purchase.
8. Order tracking
After dispatch, you will receive a tracking link to follow the progress of your order.
Information to provide for tracking
For any questions, please contact our customer service at contact@latrousserie.com by stating:
Order number
Email address used
First and last name
Items ordered
Order date
Recommended email subject: “Tracked / Delivery Time – [Order Number]”
9. Customer Service
For any questions about the service or returns: contact@latrousserie.com.
We promise to respond within 48 business hours.
It will be a pleasure to serve you!