FAQ

Online orders

Which payment methods do you accept?

Judith & Charles accepts the following payment methods: Visa, MasterCard, American Express, Paypal, Google Pay and Apple Pay. Judith & Charles gift cards can also be used for online and in-store purchases.

Can I cancel or change my order?

If you have not yet received a shipment confirmation e-mail and you are within a timeframe of 48 hours since submitting your order (Monday to Friday), please contact customer care to check the status of your order and we can determine whether a modification is possible.

When am I charged for my order?

You will be charged at the time your order has been placed. 

Can I get a price adjustment?

Judith & Charles gladly honors a one-time price adjustment on full price merchandise within seven days of original receipt. Please contact Customer Care with your order number. Items not purchased at full price are ineligible for price adjustment. 

Combien de temps faut-il pour que ma commande soit traitée ?

Orders are processed Monday to Friday between 9:30am and 4.30pm EST. We aim to process morning orders the same day however, we ask that you allow up to 48 hours for your order to be processed (Monday to Friday.) Please consider that orders placed on weekends and holidays are processed on the following business day. If there is a delay with your order, we will contact you directly to explain why your order has been held up.

What is the pre-order policy?

Please note that we cannot provide an exact shipping date. Depending on the volume of orders, and your place in line, please be aware that delivery of your items could take up to 12 weeks.
We cannot estimate or guarantee a specific ship date. We will ship items the moment they are available. Orders are filled first come first served. If for some reason we cannot fill your order due to an inventory or manufacturing error, we will cancel your order/refund you.
Thank you for understanding.
We will charge your credit card as soon as your pre-order has been placed.If you decide that you want to cancel your pre-order, please contact us at customercare@judithandcharles.com.

Can I place an order over the phone?

Our customer service team are available 9-5 Monday to Friday at 1-800-724-3921.

Offrez-vous des codes de promotion ?

Judith & Charles do not engage in promotional offers requiring a promotional or coupon code.

Je n'ai pas reçu de confirmation de ma commande par courriel.

If you have a Judith & Charles account, you can check your order history by signing into ‘My Account.’ If you see that your order has been successful, but you haven’t received an email, please check that your email address is written correctly. You can change your details by signing into ‘My Account.’ If there is no recent order listed, it is likely your order was unsuccessful. You can place another order online or you can contact Customer Care.

Can I add gift options to my order?

If you would like your order to be gift packaged, please indicate that your order is a gift by selecting ‘Gift’ at the checkout. You will also have the option to add a personal gift message to your order which will be hand written in a Judith & Charles card. Your gift will be placed in a white Judith & Charles box and wrapped in our own personalized tissue paper. 

Veuillez noter que les commandes peuvent être expédiées à partir de différents magasins et, par conséquent, peuvent arriver dans 2 boîtes ou plus.

My card has been declined on the Judith & Charles website.

If you receive notification that your card or other payment method has been declined, please contact your bank or payment provider. Before doing so, please ensure that: 
Les détails de la carte ou les informations de paiement saisies sont corrects. Par exemple, votre code à 16 chiffres est correct et que vous avez sélectionné le bon type de carte.
The billing address is the address registered to your card. 
Le numéro de sécurité à 3 ou 4 chiffres est correct.
Votre carte de crédit n'a pas expiré

Si vous souhaitez obtenir de l'aide supplémentaire, veuillez nous contacter.

Livraison à domicile

How much does shipping cost?

Our pick-up in store service is free if you want to pick up your online order at a store. Judith & Charles uses Canada Post and USPS shipping services and offers the following rates for each method: 


CANADA 

Pick-up in store - free 

Standard - $8.50 or free with purchase of $300 or more 

Express - $15.00 or free with purchase of $1000 or more 


USA 

Standard - $8.50 or free with purchase of $300 or more 

Express - $30.00 or free with purchase of $1000 or more 


INTERNATIONAL 

Standard - $55.00 


 Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. All additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.

Where do you ship? 

Judith & Charles currently ships worldwide. We do not however ship to APO/FPO addresses or P.O boxes.

What delivery services do you offer?

CANADA 

Pick-up in store – 3 to 7 business days 

Standard Shipping - 3 to 7 business days 

Express Shipping - 1 to 3 business days 


USA 

Standard Shipping - USA - 3 to 7 business days 

Express Shipping - USA - 1 to 3 business days 


INTERNATIONAL 

Expédition express - 4 à 10 jours ouvrables

Which Courier service do you use? 

For deliveries in Canada, your order will be shipped by Canada Post. For US deliveries, we use the USPS courier. If you are ordering internationally, our shipment courier service may vary from Canada Post or FedEx. 

How does the pick-up in store service work?

By choosing our pick-up in store service, you can order online and pick up your order at one of our stores in Canada. 

This is a free service and therefore, there are no shipping costs. Unfortunately, we are unable to offer this service for US and International customers. 


Vous recevrez un courriel une fois que votre commande est prête à être ramassée à votre magasin préféré. si vous ne ramassez pas votre commande dans les 14 jours, votre commande sera annulée et vous serez remboursé.

I have not received my delivery within the specified time period.

Veuillez vérifier le numéro de suivi joint à votre courriel de confirmation d'expédition pour voir si Postes Canada a inscrit la raison pour laquelle votre colis est retenu. Si vous pensez que votre objet est perdu, veuillez nous contacter.

Je n'ai reçu que quelques articles de ma commande. Où sont mes autres articles ?

Some orders are shipped in 2 or more packages. Please check the tracking numbers we provided to see where the other parcels are. If you cannot find this email or your item is lost, please contact us.

Mon objet est retenu à la douane. Quand vais-je recevoir ma commande ?

Unfortunately, we are unable to estimate the time it will take for your order to pass customs.

Suivi d'un envoi

How can I track my order? 

Once your order has been shipped, you will receive a confirmation email. On this email you will find the Canada Post tracking number(s) so you can follow your package(s).

My tracking number shows that my package was delivered, but I never received it.

Veuillez vérifier sur le site Web de Postes Canada pour voir si quelqu'un en qui vous avez confiance dans l'immeuble a signé pour votre colis. Si votre commande est perdue, veuillez nous contacter.

I am an international customer. What custom duties should I expect to pay?

Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. 


Currently, duty is free up to $800 USD for USA customers per day. 


However please note that all additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.International orders may be subject to their country's respective VAT. 


Since duties vary by country, Judith & Charles does not determine these fees at the time of purchase. 


For further information regarding International taxes and duties, please contact your local customs office. 

Je n'ai reçu que quelques articles de ma commande. Où sont mes autres articles ?

Sometimes we ship orders out in 2 or more packages. Please check the tracking numbers we provided to see where the other parcels are. If you cannot find this email or your item is lost, please check your junk mail or contact us.

Returns & Exchanges

Where can I return my order?

For in-store purchases, please return your item(s) to a store. 


If you ordered online, you can generate a return shipping label through our Returns Center. You will be refunded once your package arrives at our Returns Center in Montreal. Please include a copy of your invoice or order confirmation email in the return package. Securely repackage and seal the merchandise being exchanged or returned.


You can also drop your online order off at a store convenient for you. Please show proof of your invoice. 

Combien de temps ai-je pour retourner ma commande ?

Pour les commandes en ligne :
La marchandise doit être échangée ou retournée dans les 21 jours suivant l'achat pour la marchandise à prix régulier et dans les 7 jours pour les articles achetés à la vente (à l'exclusion des articles en vente finale).


Pour les achats en boutique :
La marchandise doit être échangée ou retournée dans les 7 jours suivant l'achat pour un achat à prix régulier. Tous les articles achetés en solde sont considérés comme une vente finale.

You sent me a wrong or faulty item, how do I return it?

We are very sorry about this inconvenience . Please contact Customer Care and we will make sure to resolve this issue as quickly as possible.

How much is a return label?

Les frais d'expédition ne sont pas remboursables, sauf indication contraire de notre service à la clientèle.

J'ai porté mon article et j'ai remarqué qu'il est devenu défectueux. Que puis-je faire ?

Please contact Customer Care and send a photo of the fault. 


We will assess the fault and although not guaranteed, we will try to fix the item. 

Can I return items bought from wholesale?

Merchandise purchased from other merchants carrying our label cannot be exchanged or returned at Judith & Charles. 

Je n'ai pas reçu mon remboursement.

If you have brought back a return in store or sent one to head office and your bank has confirmed that you have not received a refund within 10 days, please contact us.

I have missed the returns deadline.

Malheureusement, nous ne sommes pas en mesure de traiter un remboursement ou un échange, veuillez nous contacter pour des cas exceptionnels.

Mon Compte Client

Comment puis-je modifier les détails de mon compte ?

Sign into your account at Judith & Charles using your email address and password. Click 'Account Details' and update your information.

Que dois-je faire si j'ai oublié mon mot de passe ?

Visit My Account and click on the link ‘Forgot Password.’ The instructions will guide you to create a new password and will then give you access to your account.

Service à la Clientèle

How do I contact customer care?

  • Retrouvez-nous sur le chat sur notre site web (disponible du lundi au vendredi de 9h à 17h)
  • Envoyez un courriel à customercare@judithandcharles.com
  • Call our team at 1-800-724-3921 EXT 205 

Ma taille est en rupture de stock. Où puis-je la trouver ?

Judith & Charles' goal is to provide a full selection, in all size ranges, for its online clientele. 


If there is an item from our collection that is not featured on our website, or if your size is not available, please contact Customer Care. 


 You can also subscribe to receive an email on the product page which will notify you when the item becomes available.

Comment puis-je me désabonner de votre liste de diffusion ?

You may unsubscribe using the link at the bottom of any Judith&Charles email, or Contact us.

Cartes Cadeaux

Quelles sont les conditions générales des cartes-cadeaux ?

The Judith & Charles Gift Card is redeemable online and in-store. 

Please note: Gift Cards cannot be returned and are non-refundable. Additional Terms & Conditions apply to your Gift Card and evoucher. 

Use of a Judith & Charles Gift Card constitutes acceptance of the Terms & Conditions. 

Redeeming a Judith & Charles Gift Card

Gift Cards are redeemable online and in stores. At the Payment section of the checkout, please enter your Gift Card number and unique PIN.The amount spent will be deducted from your Gift Card balance. If the total value of your Gift Card is not spent, the balance remains redeemable.To verify the remaining balance on your Gift Card, please Contact us.

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