Frequently asked questions

Most frequent questions Order tracking & delivery Returns & refunds Account & password Avantage card & Gift Cards

Most frequent questions

How do I pick the right size?

Our clothing is designed in Montréal according to North American standards. So go with the size you normally wear. If you're not sure, take a look at our sizing guide.

When will I receive my order?

Orders are usually processed within 48 hours, and delivery take between 2 and 7 business days, depending on the type of shipping you select. You can check the status of your order at any time by signing into My Account.

Do I have to create an account to buy online?

No, you don't have to. You can shop as a guest. But having an account allows you to follow your order in real time and to save time with every transaction. And having an account does not commit you to anything in any way.

What methods of payment are accepted?

You can make your online purchases with Visa, MasterCard, American Express, Visa Debit, or with one or multiple Claire France gift cards. 

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How can I find out if an item is available in store?

The easiest way is to call the store nearest you and give them the name of the item, the size you're looking for and the product code. You'll find this code on the web page of each item.

Are online transactions secure?

clairefrance.ca is a secure site that uses SSL technology. This guarantees information confidentiality so you can shop with peace of mind.

How much does delivery cost?

How much does delivery cost? Every order of $75 and over (before tax) will be delivered for free, anywhere in Canada, via regular shipping. For orders under $75, you can pick regular shipping for $7.95, or express shipping for $10.

Can I get free express shipping?

We offer free regular shipping on orders of $75 or more (before tax). Of course, you can choose express shipping, but if you do, you'll be charged the $10 express shipping fee.

Is there a cost for returning items?

No. In store or postal returns are always free.

Note that final sales cannot be returned, exchanged or refunded.

How do I take care of the clothing I bought?

You'll find care instructions in the Product Details section of every page showcasing a piece of clothing or an accessory. Recommendations for care are also clearly indicated on the label of each item.

Order Tracking & Delivery

How do I know the status of my order?

Log in to your Claire France account and click on My Orders. You'll see your past orders there, as well as any current orders, along with their status.

Can I change or cancel an order?

Yes. So long as your order hasn't shipped, we can cancel or modify it. Call 514-399-0899 or toll-free at 1-844-362-1555.

If you've already received confirmation that your order has shipped, that means your package is already on its way. But don't worry: you can return the items you ordered using the normal return procedure described here.

Why was my order cancelled?

If the information on the credit card used for the payment is inaccurate, the order is automatically cancelled for your security. Most often, this is because the billing address for the order is different from the address associated with the credit card, or because there is an error in the card verification number (found on the back of the card) or in the expiration date. It could also be because the card's credit limit was exceeded.

It is also possible for an order to be cancelled because the items selected are no longer available online at the time of the transaction.

In these cases, credit card companies may freeze the amount of the purchase for up to three days.

Please note that when an order is cancelled, it cannot be reactivated or modified. If you still want to buy the articles in the cancelled order, you have to start a new order.

How long will it take for me to receive my order?

Delivery will take between 3 and 7 business days for regular shipping, and between 2 and 3 business days for express shipping. If you live in a rural or remote area, the time will surely be 3 business days.

How much does delivery cost?

Every order of $75 and over (before tax) will be delivered for free, anywhere in Canada, via regular shipping. For orders under $75, you can pick regular shipping for $7.95, or express shipping for $10.

Can I get free express shipping?

We offer free regular shipping on orders of $75 or more (before tax). Of course, you can choose express shipping, but if you do, you'll be charged the $10 express shipping fee.

When will I receive my order?

Orders are usually processed within 48 hours, and delivery times are between 2 and 7 business days, depending on the type of shipping you select. As soon as your order is shipped, you will receive an email with a Canada Post tracking number that lets you monitor the shipping status of your order in real time. You can check the status of your order at any time by signing into My Account.

Can you deliver a package to a postal box?

No. We only ship to a civic address (your home or workplace).

Returns & Refunds

For how long can I return unsuitable items?

Except for final sale items, returns are possible for 30 days from the date of in store purchase or from the shipping date for an online order.

How do I return unsuitable items?

It's easy: return them to a Claire France store (make sure to bring your receipt) or by mail. The full procedure is explained here.

Note that final sale items cannot be returned, exchanged or refunded.

Does it cost anything to return items?

In store and postal returns are always free. We will refund you as soon as we receive the returned items. But be sure to do so by the 30-day deadline and according to the return conditions, which are laid out here.

How will you refund me for the returned items?

As soon as we have received your items and made sure they are in perfect condition, we will credit the card you used to pay for your order. If you paid with a gift card, we will send you a new gift card for the amount of the returned item.

Can I return a final-sale item?

No. Items bought on final sale cannot be returned, exchanged or refunded. Please do not mail them to us. We cannot credit you for them.

To find out whether an item in your order was a "final sale," see the receipt you received by email on the day of purchase. You can also log in to your online account and see your order history. Final sales are clearly indicated there.

Am I entitled to a price adjustment?

Price adjustments are offered only in the 14 days following the purchase of an item at regular price. You must request the price adjustment while the sale you want to take advantage of is ongoing. Come into a store with your receipt. For online purchases, you can request the price adjustment via email, phone or live chat, by providing your order number. No price adjustments are offered during special events and VIP sales or on Black Friday and Cyber Monday.

Account & Password

Do I have to create an account to buy online?

No, you don't have to. You can shop as a guest. But having an account allows you to follow your order in real time and to save time with every transaction.

I forgot my password. What do I do?

No worries, it happens a lot! Log in to your Claire France account and click Forgot Password.

How do I modify my personal information?

Log in to your Claire France account and go to My Dashboard. Your billing and shipping addresses are all there.

Avantage Program & Gift Cards

What is the Avandage card?

It's a customer loyalty program that lets you save 15% on ALL your purchases (in store and on our website). Membership is $20 tax included and is valid for 12 months from the activation date. It can be renewed as many times as you like.

How do I enjoy the Avandage card priviliges?

To get the 15% in store discount, show your membership card at the checkout. To get the 15% online discount, you must have an account and enter your card number. To do this, click MY ACCOUNT. In the ACCOUNT INFORMATION section, click the ADVANTAGE PROGRAM link, and then ADD YOUR ADVANTAGE MEMBERSHIP. Your advantages will apply automatically for one year.

Can I get the 15% discount on my first purchase?

Yes, in store or online! On the website, even if the membership isn't activated yet, we will apply the discount to your first purchase. But you must create an online account and enter your card number in that account as soon as you receive it, in order to get the 15% discount on your future purchases. To do this, click MY ACCOUNT. In the ACCOUNT INFORMATION section, click the ADVANTAGE PROGRAM link, and then ADD YOUR ADVANTAGE MEMBERSHIP.

Can I buy a gift card online?

Yes, and it's super easy. Just click here and choose the value you want for the card: $10, $20, $25, $50 or $100. The card will be mailed to you at the address of your choice.

Can gift cards purchased online be used in store?

Yes, any gift card bought online can be used to pay for purchases online or in our stores. However, old models of our cards can only be used in store.

I have a gift card but I don't know if I have enough to pay for my order.

No problem. You can check your card balance anytime by clicking here.

If there isn't enough on the card to cover your purchase, our calculator will tell you so. You can then pay the balance with another gift card or another method of payment.

I paid for an item using a gift card, but now I want to return it. How will you refund me?

We will send you a new gift card for the same amount as the returned item.

How long are the gift cards valid?

Our gift cards are good forever. As per the law, they don't have an expiration date.

Need help or advice?