Frequently Asked Questions
You will find the answers to most of your questions here. If you still have questions, please contact us via our contact form or by email at lynn.rousseau@lempreintecoop.
Products
All our items are exclusively made by Quebec artisans.
Yes, the selection of products available online is fewer than the selection that we have in store.
However, you can contact us at (514) 861-4427 and we will do our best to help you.
To help you in your search we have created tabs grouping the products by themes. You can also search directly for a product by clicking on the magnifying glass at the top left of your screen.
Order
Contact us immediately at (514) 861-4427. If your order is still being prepared, we will do our best to fulfill your request.
Several days have passed and you still haven't received your package? You can check the tracking of your package by clicking on the link contained in the email confirming the shipment of your package. If any anomaly is detected, you can write to us at gerante@lempreintecoop.com within 4 days of the expected date of receipt of your order.
In order to find a solution as soon as possible, please contact us by email at gerante@lempreintecoop.com within 24 hours of receiving your order.
Payments
Orders can be set by :
- Credit Card
- Paypal
- L'empreinte Coopérative gift card
Yes, our website lempreintecoop.com is hosted on a SSL (Secure Socket Layer) secured server.
Delivery
Due to the lock-out situation at Canada Post, we cannot guarantee delivery service with this carrier.
Orders are sent by different carriers. If you prefer Canada Post*, simply select the option from the drop-down menu. Otherwise, your order will be shipped by a carrier at l'Empreinte's discretion.
All packages are sent without signature, please contact us if you wish to add this option.
Please note that postal delays are beyond l'Empreinte's control and may be longer than expected due to the current situation with Canada Post*, or to the time of year, for example, during the Christmas period.
Delivery charges are calculated at the checkout stage according to the volume, weight and delivery address of your order, as well as the type of service you choose.
Once your order has been validated and paid for, we dispatch your parcel within a maximum of 5 working days (excluding weekends and public holidays).
Some items are made to order, and production begins as soon as your order has been validated. In this case, shipping may take up to 10 working days. If this is the case, you will be promptly informed by e-mail.
Yes, we are happy to offer you this service! When you place your order, simply select the "pick up in store" option to pick up your order directly in our store located at 88 Saint Paul Street East, Montreal, QC H2Y 1G6 during store opening hours.
An email will confirm the availability of your order as soon as it is ready in store.
Yes, we offer delivery to the United States and Europe. All shipments are made with Canada Post.
Exchange and return
We do not make any refunds. However, if you have changed your mind we will be happy to exchange your item for a voucher valid in our store or online within 15 days of receipt of your order.
No, any purchase made in store can only be exchanged in store upon presentation of your invoice within 15 days.
You may return the product(s) to us within 15 days of receipt of your order. The item(s) must be unworn, unwashed and in their original packaging.If the item(s) are not returned in their original condition, the buyer is responsible for any loss in value.
Yes, the cost of return is your responsibility.