Return policy

Shipping, Returns and Exchange Policy

Please note that during the holiday season and other high-volume periods, delivery times may be longer due to increased order volumes and possible carrier delays. We recommend ordering in advance when you need your order by a specific date.

Final Sale and Refund Policy

NO REFUNDS WILL BE ISSUED TO THE ORIGINAL METHOD OF PAYMENT

For eligible items, only an exchange or gift card may be issued, subject to the conditions outlined below.

The following items are FINAL SALE:

  • All plush toys, including Jellycat

  • All gift boxes and gift sets

  • Sale items

  • Clearance items

  • Any item marked “Final Sale”

Final sale items cannot be returned, exchanged or credited.

This policy does not limit any rights or remedies available to consumers under applicable consumer protection laws.

Orders and Cancellations

Once an order has been confirmed, cancellations are not accepted.

Orders are processed Monday through Friday, excluding statutory holidays.

At checkout, customers are responsible for selecting their preferred delivery method. Applicable shipping fees and available delivery options are displayed before the order is completed.

Once an order has been shipped, a tracking number will be sent by email, when available, so that the customer can follow the shipment.

Delivery estimates provided at checkout or by the carrier are estimates only and may be affected by circumstances outside Chat Perché's control.

Transaction Fees

Payment processing fees, including fees charged by Shopify or the applicable payment provider, may be non-refundable to Chat Perché.

If Chat Perché exceptionally agrees to cancel an order at the customer's request, any transaction fees actually incurred by Chat Perché and not recoverable from the payment provider may be deducted from the amount returned to the customer, where permitted by applicable law.

Exchanges and Eligible Returns

We accept requests for an exchange or return for a gift card within 30 days of receiving your order.

To be eligible for an exchange or gift card:

  • The item must be new, unworn and unused.

  • The item must be in its original condition.

  • All original tags must still be attached.

  • The item must not show any signs of damage, use, washing, alteration or wear.

  • The item must not be marked as final sale.

Items that do not meet these conditions may be refused.

No refunds will be issued to the original method of payment, except where required by applicable law.

For eligible merchandise, an exchange or gift card may be issued once the returned merchandise has been received and inspected.

Returns by Mail

Before returning an item by mail, please contact Chat Perché to obtain return authorization.

Return shipping costs are the responsibility of the customer unless the return results from an error made by Chat Perché or otherwise required by applicable law.

Customers are responsible for securely packaging returned merchandise. We strongly recommend using a shipping service that provides tracking and appropriate insurance.

Chat Perché is not responsible for packages that are lost or damaged while being returned by the customer.

Original shipping charges are non-refundable, except where required by applicable law.

If a return results from a customer error, including ordering the wrong size, colour or product, all applicable return shipping costs are the customer's responsibility.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully verify your shipping information before completing your purchase.

Chat Perché cannot be held responsible for delays or delivery issues resulting from an incorrect or incomplete address provided by the customer, subject to applicable law.

If a package is returned to Chat Perché because of an incorrect or incomplete address:

  • Return shipping costs are the responsibility of the customer.

  • Any additional carrier charges resulting from the incorrect address may be charged to the customer.

  • If the customer requests that the package be shipped again, all reshipping costs are the responsibility of the customer.

Refused or Unclaimed Packages

Customers are responsible for monitoring their tracking information and collecting their packages within the timeframe specified by the carrier.

If a package is refused or is not collected from the designated pickup location and is returned to Chat Perché:

  • Return shipping costs are the responsibility of the customer.

  • The actual shipping costs incurred by Chat Perché for the original shipment may be deducted from any amount otherwise eligible to be issued as a gift card.

  • If the order originally qualified for free or promotional shipping, the actual shipping costs incurred by Chat Perché may still be deducted.

  • If the carrier charges Chat Perché a return-to-sender fee or other return shipping costs, those actual costs may also be deducted from any amount otherwise eligible to be issued as a gift card.

  • If the customer requests that the package be shipped again, all reshipping costs are the responsibility of the customer.

Refusing a package or failing to collect it does not constitute an authorized return and does not override our Final Sale Policy.

Final sale items remain final sale when a package is refused, unclaimed or returned to sender. They are not eligible for a refund, exchange or gift card, subject to any rights provided under applicable consumer protection laws.

For eligible non-final-sale merchandise, any applicable original shipping and return shipping costs may be deducted before a gift card is issued.

Actual shipping costs may differ from the promotional or reduced shipping rate paid by the customer at checkout.

Free Shipping and Returned Orders

Free shipping is a promotional benefit offered on qualifying orders.

For refused, unclaimed, incorrectly addressed or returned-to-sender packages, the actual shipping costs incurred by Chat Perché may be deducted from any amount otherwise eligible to be issued as a gift card.

This applies even when the customer originally received free or reduced-rate shipping.

Lost Packages

If your package appears to be lost, please contact us within 30 days of the shipping date indicated in your shipping confirmation email.

Chat Perché will review the tracking information and, where appropriate, take the necessary steps with the carrier.

Carrier investigations are subject to the carrier's procedures and deadlines. After the applicable carrier deadline, it may no longer be possible to initiate an investigation.

Damaged or Defective Items

We take great care when preparing and shipping every order.

If you receive an item that is damaged or appears to have a defect, please contact us promptly and provide:

  • Your order number

  • A description of the issue

  • Photos of the product

  • Photos of the packaging, when applicable

Please keep the product and its original packaging until we have reviewed your request.

Depending on the circumstances, Chat Perché may provide instructions regarding repair, replacement, replacement parts or another appropriate solution.

Certain products may also be covered by a manufacturer's warranty.

Nothing in this section or elsewhere in this policy limits any rights or remedies available to consumers under applicable consumer protection laws.

Shipping Rates – Canada

In-store pickup: FREE

Free Shipping

  • Orders of $70 or more in Quebec and Ontario

  • Orders of $145 or more elsewhere in Canada

Orders Below the Free Shipping Minimum

  • $11 within Quebec

  • $20 elsewhere in Canada

Additional charges may apply to certain remote or difficult-to-service areas.

If additional shipping charges are required before shipment, Chat Perché will contact the customer to discuss the available options.

Order Tracking

Customers may receive email updates regarding their order, including:

  • Order confirmation

  • Order status

  • Shipping confirmation

  • Tracking number, when available

  • Delivery information provided by the carrier

Customers are encouraged to monitor their tracking information after the order has been shipped, particularly when a package is redirected to a carrier pickup location.

Packaging

As part of our efforts to reduce waste, Chat Perché may reuse clean shipping boxes that are in good condition.

We encourage our customers to give these boxes another life or recycle them whenever possible. ♻️

Policy Acceptance

By placing an order through the Chat Perché online store, you acknowledge that you have had the opportunity to review the shipping, return, exchange and final sale conditions applicable to your purchase.

These policies are subject to all applicable consumer protection laws. Where applicable law provides the customer with rights that cannot legally be excluded or limited, those rights will apply regardless of the provisions of this policy.