Frequently asked questions

Most Frequent Questions Website navigation Order tracking & delivery Returns & Refunds Account & Password Avantage Program & Gift Cards

Most Frequent Questions


How to shop on your website?

You can shop by product types (apparel, accessories, footwear) or by looks. These looks let you see outfits and pairings. When you see an item you like, click on the image. You can then choose your size and add the item to your cart.

I added items to my cart. How do i complete my order?

Click on the CART icon on the upper right of each page. All the items you have selected will be displayed there. Then simply click on CHECKOUT to make your purchases and choose the type of delivery.

How to choose the right size?

Designed in Montreal, all our products follow North American standards. You can choose the usual size that fits you when you shop for clothes. To help you choose, we have developed a detailed size guide as reference for all necessary measurements.

When will i receive my order?

Orders are usually processed within 48 hours and, depending on the service, shipping times range from two to seven days. Once your order has been shipped, you will receive an email with a Canada Post tracking number that allows you to track your parcel in real time. You can also click at any time on MY ACCOUNT to consult the status of your order.

Do i have to create an account to buy items online?

No, it is not mandatory. You can shop without an account by choosing the guest status. At any time during the process you can change your mind and create your account and password in a few seconds. However, an account allows you to track the status of your orders and save time with each transaction without any commitment from your part.

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 know if an item is available in-store?

The easiest way to know is to call the nearest store and specify the name and size of the item with the product code. You can find this code by clicking the PRODUCT DETAILS button on each product page in the right column. To find the contact information for all our stores in Canada, click here.

Are online transactions safe?

Our website is a secure site that uses SSL technology. This ensures the confidentiality of information entrusted to us and allows you to shop with confidence. Also, with every purchase, an email confirmation is sent within minutes following the transaction.

How much is the shipping cost?

Any order above $75 (before taxes) will be delivered to you free of charge regardless of your address in Canada. For any order less than that amount, you can choose between regular service shipping for $7.50 or express service shipping for $10. These are flat rates regardless of the number of items or your address in Canada.

Shipping fees are $2.95 per gift card order. Under certain conditions, we will cover these fees: if you purchase a gift card of $100; if you buy several gift cards and the total amount is at least $75 (before taxes); if you purchase a gift card with other items and your order is at least $75 (before taxes).

Can i get free express shipping?

If your order exceeds $75 before taxes, we offer free regular service shipping. You can, of course, opt for express service shipping. In that case you will have to pay the $10 shipping fee.

Are there fees for item returns?

In-store returns are always. For postal returns, a $7.95 flat rate fee will be deducted from your refund to cover shipping charges. If you are an Advantage Program member, you are entitled to ONE free postal return per order. 

We will refund you once we have received the items you are returning. Make sure, however, to respect the return deadlines and conditions. Click here for more information.

How do i take care of purchased products?

You can find instructions in the PRODUCT DETAILS section on each page displaying a garment or accessory. Maintenance tips are also clearly indicated on clothing labels.

Website Navigation


How do i shop on your website?

You can shop by product types (apparel, accessories, footwear) or by looks. These lookslet you see outfits and pairings. When you see an item you like, click on the image. You can then choose your size and add the item to your cart.

What happens when i click on the “add to cart” button?

The selected item is added to your cart. At this point, the purchase is not yet completed. In fact shopping on our website is like shopping at a grocery store: first you fill your shopping cart, and then you proceed to checkout to settle your purchases.

I added items to my cart. How do i complete my order?

Click on the CART icon that appears on the upper right of each page. All the items you selected will be displayed there. Then simply click on CHECKOUT to settle your purchases and choose the type of delivery.

How do i delete an item from my cart?

Click MY CART. All the items you selected will be displayed there. There is a DELETE button on the right side of each image. 

Can i change the contents of my cart?

As long as you have not paid your purchases by clicking CHECKOUT, you can freely change the contents of the cart by adding or removing items. If you have already passed or settled your order, call us to modify or cancel it. 

How do i subscribe to your newsletter?

Enter your email address in the newsletter sign-up box at the bottom of each web page. It’s free and it’s clearly the best way to never miss the latest products and promotions

How do i logout?

Hover your mouse over the MY ACCOUNT icon at the top of the page. A menu will appear. Click LOGOUT. By logging out, you will make sure that nobody can place orders for you. It’s a good precaution, especially if you share your computer or tablet with another user.

What is the purpose of a wish list? 

A wish list is a tool that keeps track of your favourite items. See something you like? Click on ADD TO WISH LIST and voila! It is now saved. At any moment you can access your wish list through MY ACCOUNT.

Can i share my wish list?

Certainly. Simply click SHARE MY LIST BY EMAIL at the bottom of the list. It’s a great way to share your favourite items with friends and get their feedback! 

How can i buy the items on my wish list?

Click on the ADD TO CART button under each item. If you want to purchase the entire list, click ADD ALL TO CART, at the bottom of the list. You can then choose items individually from the cart before checking out. Items transferred to the cart are automatically deleted from your wish list.

Order Tracking & Delivery


How can i locate my order?

It’s easy if you have an account: click on MY ACCOUNT at the top of the page, log in and click on MY ORDERS. You will see your past orders, the one underway as well as its status.

Can i change or cancel an order?

Yes. As long as your order has not been shipped, we can cancel or modify it. To do this, please call us at 514 399-0899 or 1 844 362-1555 (toll free).

If you have already received our shipping confirmation, your parcel is on its way. Don’t worry; you can return your purchase by following the normal procedure outlined here

Why was my order cancelled?

For your safety, if the information on the credit card used for payment is incorrect, the order is automatically cancelled. The most frequent errors are due to inconsistency between the order billing address and the credit card address, incorrect security code (printed on the back of the card), inaccurate expiry date, or maxed-out credit cards.

When an order is cancelled, it cannot in any case be reactivated or modified. If you still want to buy the items on the order that was cancelled, you must place a new order. Your order might also have been cancelled because the selected products were no longer available at the time of the transaction. In this case, note that credit card companies retain funds for the purchase for up to three days.

How long does delivery take? 

For regular service the delivery time is three to seven business days. For express service shipping, the delivery time is usually two business days. Expect three business days if you live in an isolated rural area or in a remote region. Once your order has been shipped, you will receive an email confirmation with a tracking number that allows you to track your parcel in real time.

How much is the shipping cost?

Any order above $75 (before taxes) will be delivered to you free of charge regardless of your address in Canada. For any order less than that amount, you can choose between regular service shipping for $7.50 or express service shipping for $10. These are flat rates regardless of the number of items or your address in Canada.

Shipping fees are $2.95 per gift card order. Under certain conditions, we will cover these fees: if you purchase a gift card of $100; if you buy several gift cards and the total amount is at least $75 (before taxes); if you purchase a gift card with other items and your order is at least $75 $ (before taxes).

Can i get free express shipping?

If your order exceeds $75 before taxes, we offer free regular service shipping. You can, of course, opt for express delivery service. But in that case you have to pay the $10 shipping fee.

When will i receive my order?

Orders are usually processed within 48 hours and, depending on the service, shipping times range from two to seven days. Once your order has been shipped, you will receive an email with a Canada Post tracking number that allows you to track your parcel in real time. You can also click at any time on MY ACCOUNT to consult the status of your order.

Can you deliver a parcel to a po box?

No, we can only deliver to a street address, be it a home or a workplace.  

Returns & Refunds

 

How much time do i have to return unsatisfactory items?

You have 30 days from the in-store purchase date or from the shipment date for online orders.

Are there fees for item returns?

In-store returns are always. For postal returns, a $7.95 flat rate fee will be deducted from your refund to cover shipping charges. If you are an Advantage Program member, you are entitled to ONE free postal return per order. 

We will refund you once we have received the items you are returning. Make sure, however, to respect the return deadlines and conditions. Click here for more information.

How do i return unsatisfactory items?

It’s really simple: you can return them at a Claire France store (along with your receipt) or return them by mail. For more information about the procedure, click here.

How will you reimburse unsatisfactory items?

As soon as we receive the returned items and validate their condition, we will credit the card you used to pay your order. If you used a gift card, we will send you a new gift card of the same amount, less postal return fees if applicable 

Account & Password


Do i have to create an account to buy online?

No, it is not mandatory. You can shop without an account by choosing the guest status. At any time during the process you can change your mind and create your account and password in a few seconds. However, an account allows you to track the status of your orders and save time with each transaction without any commitment from your part.

How to create an online account?

Click on MY ACCOUNT at the top right of the page and follow the instructions in the NEW CUSTOMER section. It’s simple, quick, and you will be guided for each step.

I forgot my password. What do i do?

It happens all the time! Click on MY ACCOUNT at the top right of the page, then on FORGOT PASSWORD in the REGISTERED CUSTOMER section. You will be asked to enter your email address. You will receive an email with a link allowing you to create a new password.

How to change my password?

Log in MY ACCOUNT. Then go to MY DASHBOARD. In the first ACCOUNT INFORMATION section, find the CHANGE MY PASSWORD option. Click on this section and follow the instructions.

How to add or change a delivery address?

Log in MY ACCOUNT. Then go to MY DASHBOARD. In the ADDRESS BOOK section, click MANAGE ADDRESSES or EDIT ADDRESS.

How to correct my email address?

Log in MY ACCOUNT. Then go to MY DASHBOARD. In the ACCOUNT INFORMATION section, click EDIT, enter your new email address and click SAVE.

How to change my phone number?

Changing a phone number is like changing an address. Log in MY ACCOUNT. Then go to MY DASHBOARD. In the ADDRESS BOOK section, click MANAGE ADDRESSES or EDIT ADDRESS. 

Avantage Program & Gift Cards


What is the avantage program?

Avantage is a loyalty program that allows you to save 15% on ALL your purchases (in-store and on our website) and gives ONE free postal return per order. Membership costs $20 including taxes. It is valid for one year from the date of purchase and can be renewed as often as you like.

How to become an avantage member?

You can sign up in-store or online. Once you obtain your membership number, save it in your online account. This way, your benefits will automatically apply on each transaction.

How to benefit from membership?

To get your 15% discount in-store, simply show your membership card at the checkout. To get your 15% discount online, you must have an online account and save your membership number in your account. To do this, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on SAVE A MEMBERSHIP NUMBER in the AVANTAGE PROGRAM section. Your benefits (discount, free postal return per order) will automatically apply for one year.

Do I get the 15% discount even on my first purchase?

Yes, whether in-store or online. When shopping online, even if your membership has not been activated yet, we will apply the discount on your first purchase. However you must create an online account and save your membership number in your account as soon as you obtain it to get your 15% rebate on your future purchases. To do this, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on SAVE A MEMBERSHIP NUMBER in the AVANTAGE PROGRAM section.

Can I buy a gift card online?

Yes, it’s really easy. Click on the following link and choose your amount: $10, $20, $25, $50, or $100. We will send your gift card by mail at your preferred address. 

Note that shipping fees are $2.95 per gift card order. Under certain conditions, we will cover these fees: if you purchase a gift card of $100; if you buy several gift cards and the total amount is at least $75 (before taxes); if you purchase a gift card with other items and your order is at least $75 (before taxes).

Are gift cards bought online valid in stores?

Yes, any gift card bought online can be used to pay for items in-store or online. However, older gift cards can only be used in-store.

How to use a gift card to make online purchases?

When proceeding to the online checkout, enter your gift card number and the personal identification number (PIN) on the back of the card. If the amount of your card is not enough to cover your purchases, our calculator will let you know. You can pay the balance with another gift card or another method of payment. 

How do i know if my gift card is enough to pay my order?

No worries: you can always check your card’s balance by clicking here.

If it is not enough to pay your purchases, our calculator will let you know. You can pay the balance with another gift card or another method of payment.

I bought an item with a gift card and would like to return it. How will you refund me?

We will send you a new gift card of the same amount as the item returned, less postal return fees if applicable. 

How long is a gift card valid for?

You have plenty of time to spend your gift card! By law, our gift cards have no expiry date. 

 

Need help or advice?