Frequently Asked Questions

Can I return an item purchased online?

Yes, merchandise returns are free and must be made within 30 days of the date of online purchase.  

There are two ways you can return the items:

• In store: Items can be returned to the Aubainerie store of your choice. Please bring a copy on your invoice or purchase confirmation and the items you want to return.
• By mail: See procedure below. 

Can I return a purchase I made in store by mail?

No, only purchases made on Aubainerie.com can be returned by mail. 

How can I return items by mail?

Aubainerie offers a free return mail service across Canada for all orders made online.

To return you items purchased online by mail, follow these steps: 

1. Take one copy of your packing lists and circle the items you are returning. For each item circled, please indicate the reason for returning it by writing down one of the following codes next to it: 
2. Carefully wrap the items to be returned and attach the updated copy of the packing list. Keep the remaining copies for your records.
    
3. Place the prepaid shipping label on your package to be returned, making sure to add your address to the "form / de" section.
    
4. Drop off the package at a Canada Post's office.
    

For any questions regarding returns by mail, contact us by email at: service@aubainerie.com.

Do you provide a return label for online orders?

Yes, a Canada Post prepaid return label is included with your package for free. 

Please return your items using this label. Otherwise, additional charges may apply if you use another shipping method. If you use another shipping method, be sure to return the package to this address: 

3DM / Aubainerie

9320 rue St-Laurent, suite 204, Montréal, QC, H2N 1N7

If the prepaid label is not in your package, contact our customer service department by emailing service@aubainerie.com or calling 1-833-303-1244. 

Can I return two different orders in the same package?

Yes, it is possible to return items from two different orders in one single package. It is however important to include the two packing lists.

What is the processing time for a refund?

Refunds are processed 14 days within receipt of items to our warehouse. The refund is applied to the original payment methodé.

Will I receive a refund confirmation?

Yes, as soon as we proceed to the refund, you will receive a detailed email. 

How long does it take to get the refund on my credit card?

Depending on your financial institution, allow 24 to 72 hours for the refund to be entirely processed.

Are shipping costs refundable?

Shipping costs are non-refundable. 

Can I exchange an item I bought online?

Exchanges can only be processed in stores. However, you can return the original item by mail and place a new online order. 

Please take note that if you purchased one or more items online using a promotional code, you will need to redeem your items in store in order to benefit from the same discount. 

What should I do if my item is damaged?

If your item is damaged or defective when you receive it, please contact our customer service department by emailing service@aubainerie.com  or calling 1-833-303-1244. 

Can I return or exchange items marked as “Final Sale”?

No. Items with this mention: "This is a final sale item. It cannot be refunded nor exchanged by mail or in stores."  cannot be exchanged or refunded in store or by mail.

Can I return or exchange a sale or clearance item purchased online?

Unlike regular priced items, sale items with a total discount of 50% or more off the regular price cannot be exchanged or refunded in store or by mail. 

What products cannot be exchanged or refunded?

For hygiene reasons, no exchange or refund is granted for the following items: 

• Underwear for men or women (panties, bras, boxers and underpants) 
• Stockings for men or women 
• Women's tights 
• Earrings 

Q: How can I place an order on Aubainerie.com? 

From the online store, you can view and learn about each item before adding it to your shopping cart. 

When you want to add an item to your shopping cart, all you must do is click on the "Add to cart" icon and it will automatically be transferred to your shopping cart. 

You have the possibility to check and modify your shopping cart as many times as you wish before clicking on "Proceed to checkout" and proceeding to the steps of invoicing, delivery and payment.  

Please note that once you click on “Place the order”, you cannot go back to modify or cancel your order. 

Q: Do you offer in-store order pickup? 

Unfortunately, this option is not currently available for online orders. 

Q: Can I modify or cancel an order that has been submitted? 

It is not possible to cancel or make any changes to an order once the order has been submitted. 

Therefore, you must wait for your package to arrive, return the items in store or by mail to get a refund and then place a new order online. 

* Please see our Return section for more information on online refunds. 

Q: Will I receive an order confirmation?  

Yes. You will receive an order confirmation by email within 24 hours of your purchase. This email includes the summary of your purchases, your delivery and billing details as well as your order number. 

Q: How can I track my order? 

As soon as your order leaves our warehouse, you will receive an email including a link and a tracking number that will allow you to track your package with Canada Post. 

* When demand is high, it might happen that some items are out of stock. If we no longer have the item you ordered, you will be notified immediately by email and we will issue a refund for the item in question. 

Q: What should I do if Canada Post's tracking shows that the package has been delivered, but I haven't received it?

Start by verifying with your neighbors to see if they received your package by mistake. Also check to see if the package was left in your post office box or if a slip was left at your door for you to pick up your package at a Canada Post office.

If your package remains untraceable after these verifications, please contact us at the following address so that we can open a ticket: service@aubainerie.com.

Q: Are online transactions secure? 

Yes, very safe. Aubainerie respects your right to protect the privacy and confidentiality of your personal information.  All information and transactions are encrypted and protected by the highest IT security standards.

Q: Is my credit card number protected?

Yes, because credit card data is not stored on our server. You will have to provide your card number for every order, unless you have registered one or more credit cards in your personal account. In that case, your data is protected under a strict protocol.

Q: Is shipping free?  

Shipping is free for orders over $75 before taxes, and costs $8.95 for orders under $75 before taxes. This offer is valid in Canada only, on merchandise ordered online and may change during promotions.  An express delivery method is also available for $14.95.  All details about shipping charges are detailed when you complete your order.  

* Shipping and handling charges are subject to change without notice. 

* Taxes also apply to shipping charges. 

Q: What are the delivery delays? 

Standard delivery is usually made within 3-6 business days (Monday to Friday, excluding holidays). 

Express delivery is usually done within 1-2 business days.  

However, please allow up to 15 business days for delivery to remote locations. 

Important : Our teams are working hard to prepare and ship your order as soon as possible. However, please note that additional delays may occur in periods of high volume of orders. Thank you for your patience and understanding.

Q: Is it possible to ship merchandise from the same order to several different locations? 

You can only provide one shipping address for each order. If you are shopping for people with different addresses, you will need to place each order separately.  

Q: Do you ship outside Canada? 

We are currently unable to accept or process international orders. 

Q: What carrier does Aubainerie use for shipping? 

Orders are shipped across Canada by Canada Post only. 

Q: Do you refund shipping fees? 

Shipping fees (plus taxes) are non-refundable. 

Q: What should I do if Canada Post's tracking shows that the package has been delivered, but I haven't received it?

Start by verifying with your neighbors to see if they received your package by mistake. Also check to see if the package was left in your post office box or if a slip was left at your door for you to pick up your package at a Canada Post office.

If your package remains untraceable after these verifications, please contact us at the following address so that we can open a ticket: service@aubainerie.com.

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Q: Are the prices online the same as in store?

As we offer exclusive promotions in store and online, prices may vary between our stores and our website.

Q: Are in-store clearance items also cleared on Aubainerie.com?

No, prices may vary in store and online.

Q: How can I calculate the final cost of my online purchase?

Before confirming your purchase, an automatic calculator will provide you with the total cost of your purchases including item prices, taxes and shipping charges (if applicable), minus the promotions (if applicable).

Q: What is your price adjustment policy in store and online?

Aubainerie will offer a one-time price adjustment within 5 days of purchase on items purchased at regular price (without any discount, temporary or otherwise), upon presentation of proof of purchase.

Q: How are sales taxes calculated? 

Aubainerie applies the sales tax on products ordered through this website. The applicable sales taxon an order depends on the delivery address of the order. 5% GST (Goods and Services Tax) is added to all orders in all provinces, with the exception of the following provinces where the HST (Harmonized Sales Tax) is added to all orders: Nova Scotia (15%) and Ontario, New Brunswick, Newfoundland and Labrador (13%). In addition, the Quebec Sales Tax (QST) is added to all orders in Quebec (9.975%). 

If you return an item for a refund, the tax you paid for this item will also be refunded. However, you will not be refunded the taxes paid on shipping and handling for this item, as these fees are not refundable once the package has been shipped. 

Q: Do people with Indigenous status benefit from tax exemption?

In accordance with federal and provincial requirements, anyone with Indigenous status under the Indian Act is eligible for sales tax exemption for online purchases, provided the following conditions are met:

• You meet government requirements related to tax exemption;
• The products are delivered to a reserve;
• A signed copy of the certificate of Indian status (front and back) is sent by email to service@aubainerie.com.

If any of these conditions are not met, sales taxes must be paid.

Q: What payment methods are accepted?

When shopping online, we accept the following payment methods:  

• Visa
• MasterCard

Currently, we cannot accept online payments by debit cards, prepaid credit cards and Aubainerie gift cards. However, you can use them at any time in one of our stores.

Q: How long does it take to see the purchase on my credit card? 

The pre-authorization of payment is done on your credit card when you submit your order on Aubainerie.com. Payment is then withdrawn when your package leaves our warehouse.

Q: I received a promotional code. How do I use it?

To use your promotional code online, you must go in your shopping bag and then enter your discount code in the “Enter the promo code” before clicking on “Apply”. Your promotional code will be applied on your order and you will see it in the billing summary. 

Q: My promotional code doesn’t work. What should I do?

Make sure your discount code isn’t expired. You can also contact us to verify its validity at service@aubainerie.com.

Q: Is the twins discount applicable to online orders?

Yes. We offer a 10% discount to parents of twins or triplets on regular-priced baby and children's clothing. This offer cannot be combined with other promotions and has no usage limit.

To avail of this discount, please send valid proof of the birth of your twins or triplets (such as a health insurance card) to our customer service at the following email address: service@aubainerie.com. Additionally, you must have an account on our website.

Once your proof is validated by our customer service, we will provide you with a promo code to enjoy the discount.

Q: I received a promotional code for my birthday, how can I apply it to my online order?

When you are in your shopping cart and ready to place your order, enter the promotional code in the "Enter the promo code" box and press "Apply". The anniversary promo code offering you 15% off will then be applied and will appear in the billing summary.

Please note that your birthday discount is valid for regular priced items only. The promotional code is valid for a single transaction and expires after the 15-day period specified in the email sent to you.

Q: Can I pay for an online purchase with a gift card?

No, at the moment, only credit card payments are accepted.

Q: Can I buy a gift card online?

Yes, it is now possible to purchase a gift card online! Please note that the gift cards can only be used for in-store purchases for now.

For further details, click here.

Q: How can I check my gift card balance?

In order to check the balance of your gift card, we invite you to visit the nearest Aubainerie store, or use our automated verification system by dialing the following phone number:

PHONE
1-877-393-4310

When checking your balance, you must enter the card number as well as the CVV code located on the back of the card*.

* If your gift card does not have a CVV number on the back, use default number 123.

Q: How do I create an account on Aubainerie.com?

Simply click on the [Sign in] icon at the top right of the screen and follow the instructions. It’s quick and easy!

Q: What are the benefits of creating an account?

An account will allow you to:

• follow up on your order;
• manage your address book;
• save your billing and shipping preferences.

Your account will then allow you to buy more easily and quickly. Your profile, contact information, and purchase history will be saved, and you will be able to get real-time information on your order status.

 CREATE YOUR ACCOUNT NOW

Q: Can I create an account for someone else or ask someone to create an account for me?

For security reasons, this is not recommended. The information saved in the account is safe, but sharing it with someone else might present a risk.

Q: Is it mandatory to have an account to order online?

It is not mandatory to have an account to place an order. We do recommend it however, so that your information is saved and to allow you to track and view your order history.

Q: Can I change the information saved in my account?

Yes, you can edit your account at any time. Simply sign into your account and click on the "modify" option in the appropriate field.

Q: I moved, do I need to change my address before ordering?

You can change your delivery address when confirming your order. However, it is better to change your address in your account. Thus, all your future orders will be sent to your new address.

*Note that it is not possible to modify an order once it is completed. It is therefore important to update your information in your account to avoid errors.

Q: Is online shopping safe?

Yes, very safe. All information and transactions are encrypted and protected by the highest IT security standards. For extra safety, no confidential data will be stored on our server.

Q: Is my registered credit card protected?

Yes, your payment information is securely stored by Adyen, the credit card processing platform we use for Aubainerie.com.

By choosing to save a credit card to your Aubainerie.com account, you consent to the confidential and secure transmission and storage of your information in the form of a payment token on Adyen' servers. Only the first four and last four digits of your credit card will be displayed in your Aubainerie account, to help you identify your credit cards quickly.

You can terminate this agreement at any time by deleting your registered credit cards from your Aubainerie.com account. You will be notified by email if ever there is a change to this consent agreement.

Q: I forgot my password, what should I do?

When you sign into your account, you will see the option [Retrieve password] located next to the password field. Click on this option and follow the steps to choose a new password.