Shipping policy

Shipping, Returns and Exchange Policy

Please note that during the holiday season, delivery times may be longer due to high order volumes and possible carrier delays. We recommend ordering in advance to help ensure your order arrives on time.

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
  • Sale items
  • Clearance items
  • Any item marked “Final Sale”

Final sale items cannot be returned, exchanged, or credited.

This policy is subject to any rights and remedies provided under applicable consumer protection laws.

Orders and Cancellations

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

Orders are processed Monday through Friday.

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

Once your order has been shipped, a tracking number will be sent by email so you can follow your package.

Transaction Fees

Payment processing fees, including fees charged by Shopify or the payment provider, are non-refundable.

If Chat Perché exceptionally agrees to cancel an order, any transaction fees actually incurred and not recoverable by Chat Perché may be deducted from the amount refunded.

Exchanges and Eligible Returns

We accept requests for exchanges or returns for a gift card within 30 days of receiving your order.

To be eligible:

  • 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 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.

For eligible items, an exchange or gift card may be issued.

Returns by Mail

Return shipping costs are the responsibility of the customer.

Before returning an item by mail, please contact us to have your return authorized.

Customers are responsible for securely packaging returned merchandise. We are not responsible for packages that are lost or damaged during return transit.

Original shipping charges are non-refundable.

If the return is due to a customer error, including ordering the wrong size, colour or product, all original and return shipping costs are the responsibility of the customer.

Shipping Address

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

Chat Perché cannot be held responsible for delays or delivery issues resulting from an incorrect or incomplete address provided at checkout.

If a package is returned to us because of an incorrect or incomplete address, return shipping costs and any costs associated with reshipping the package are the responsibility of the customer.

Refused or Unclaimed Packages

Customers are responsible for collecting their packages within the timeframe specified by the carrier.

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

  • Return shipping costs are the responsibility of the customer
  • The actual shipping costs incurred for the original shipment may be deducted from any amount to be returned to the customer
  • If the customer requests that the package be shipped again, reshipping costs are the responsibility of the customer

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

For orders that qualified for free shipping, the actual shipping costs incurred by Chat Perché, as well as any applicable return shipping costs, may be deducted from any amount to be returned to the customer.

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.

We will then be able to take the necessary steps with the carrier.

After this period, it may no longer be possible to open an investigation with the carrier.

Damaged or Defective Items

We take great care when preparing and shipping every order.

If you receive an item that is damaged or has a defect, please contact us promptly and provide your order number along with photos of the product and its packaging.

Depending on the situation, we will provide you with instructions on how to proceed.

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

This section and our return policy do not limit any rights or remedies available to consumers under applicable 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 areas. If additional shipping charges are required, we will contact you to discuss the available options.

Order Tracking

You will receive email updates regarding your order, including:

  • Order confirmation
  • Order status
  • Tracking number, when available
  • Delivery information provided by the carrier

Packaging

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

We encourage you to give them another life or recycle them. ♻️

By placing an order through our online store, you acknowledge that you have read these policies and agree to the terms and conditions applicable to your order.