FAQs

5 Questions to Demystify Online Shopping Website Navigation Online Payments and Security Delivery and Shipping Fees Order Tracking or Cancellation Returns and Refunds Your Account and Your Password Marie Claire Distinction Program Gift Cards, Wish Lists and Newsletter

5 Questions to Demystify Online Shopping 

 

How to get online shopping right?

It goes without saying that it is impossible to try clothing when shopping online, yet this inconvenience is largely offset by the fun of window shopping from home while sipping tea! Besides, if you chose the wrong size you can easily return your item. Click here to learn more on returns and refunds.


Tip: next time you visit a Marie Claire store, try on many outfits. Note which cuts and sizes suit you. If a garment fits at the store, an online item with a similar cut will likely suit your needs. 


How to choose the right size?

All our products are designed in Montreal according to North American standards. You can choose the usual size that fits you when you shop for clothes. If in doubt, consult our size guide

 

Are online transactions safe?

Our website is a secure site that uses SSL technology that ensures the confidentiality of information entrusted to us starting with your credit card number so you can shop with confidence. Within minutes after your purchase, you will receive an email from us confirming that we received your order.



How do I return unsatisfactory items?

It’s easy. You can return FREE of charge any item at any Marie Claire store with your receipt. You will be refunded immediately. You can also return your items by mail. If you are a member of the Distinction program, it’s free. Otherwise, a $7.95 shipping fee will be deducted from your refund. See our return policy for more details.

 

Where to find information on product fabrics and maintenance?

You can find all relevant information in the PRODUCT DETAILS section, on each garment or accessory page. Product maintenance tips are also clearly indicated garment labels.

 

Website Navigation  

 

How to shop on Marie-Claire.com?

If you are looking for ideas and you would like to see new collections, click on INSPIRATION. You will find complete outfits highlighting recently launched clothing and accessories. Our “lookbooks” can also help you find your own style. Once you an item you like, click on the image. Then choose your size and add the item to your cart.

For a kick search, click on SHOP: all Marie Claire items are organized into categories. 


Do I need to create an account to shop online?

No, it is not mandatory. You can shop as a gest. However, creating an account allows you to easily track your orders and save time with each transaction. It’s free and does not commit you to anything! 


What happens when I click on the “Add to Cart” button?

The selected item is added to your cart like when you are in a store and you pick up items you want that are on display. You can still change your mind, remove or add items from your cart… As long as you have not proceeded to checkout, no purchase has been made. Once you know what you want, click on PLACE ORDER.


How do I delete an item from my cart?

Click on the MY CART icon. 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 and settled your order, call us to modify or cancel it.

 

I love the items I have chosen. How do I finalize 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 PLACE ORDER to make your purchases and choose the type of delivery.

 

How to know if a product is available?

Normally, all products for sale on our website are in stock. When certain sizes or colours are unavailable, the corresponding buttons are shaded and cannot be selected. However, specific items can be in stock at a nearby Marie Claire store. The best way to find out is to call. To find the contact information of all our stores in Canada click here.

 

Online Payments and Security

 

What methods of payment do you accept?

You can make your online purchases with Visa, MasterCard, American Express or Visa Debit or one or more Marie Claire gift cards.  "Credit


Are online transactions safe?

Our website is a secure site that uses SSL technology that ensures the confidentiality of information entrusted to us starting with your credit card number so you can shop with confidence. Within minutes after your purchase, you will receive an email from us confirming that we received your order.


Do I need to log out of my account?

Yes, once your order has been saved and confirmed. Hover your mouse over the MY ACCOUNT button on top of the page. A menu will appear. Click LOGOUT. By logging out, you will make sure no one will make an order in your place. It’s a good precaution, especially if you share your computer or tablet with other users. 

 

Delivery and Shipping Fees

 

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 purchases are 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 the MY ACCOUNT icon to consult the status of your order.


What are your shipping delays?

Regular shipping service will take from three to seven business days. Express shipping service normally takes two business days, and three days if you live in a remote or isolated area. Once your purchases are shipped, you will receive an email with a tracking number that allows you to track your parcel in real time.


How much are your shipping fees?

For any order of $75 (before taxes), regular service shipping is free, no matter where you live in Canada. For any order under that amount, you can choose either regular service for $7.95 or express service for $10. These are flat rates regardless of the number of items and of your address in Canada.


Can I get free express service shipping?

If your order is $75 or more before taxes, we will cover the regular service shipping fee. Naturally, you can opt for express service. In that case, the $10 shipping fee is at your own expense.


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.

 

Order Tracking or Cancellation

 

How can I locate my order?

It’s easy if you 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 and 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 514 416-6129 or 1 844 670-1224 (toll free) Monday through Friday from 9 am to 5 pm EST. 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, your order will be automatically cancelled if the information on the credit card used for payment is incorrect:

  • Billing address different than the address associated with the card;
  • Invalid security code (on the back of the card);
  • Invalid expiry date;
  • Credit card limit is exceeded.  

 

Your order can also be cancelled because the selected products were not available at the time of transaction. In that case, please note that credit card companies can withhold the funds used for the purchase for up three days.

In any event, you will be informed by email. Once an order has been cancelled, it cannot be reactivated or modified under any circumstance. If you still want to purchase the items that were cancelled, you must place a new order. 

 

Returns and Refunds

What is the timeframe allocated to return unsatisfactory items?

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


How do I return unsatisfactory items?

It’s really simple: you can return them to a Marie Claire store (bring your receipt) or return them by mail. Full process explained here.


How will you reimburse returned 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 for your purchase, we will send you a new gift card with the amount of the item returned, less any return postage fees

 

Are there any return fees?

Returns are always free in stores. For returns by mail, a $7.95 flat rate will be deducted from your reimbursement to cover shipping charges. If you are a member of the Distinction program, these postal charges are on us. 

We will reimburse you as soon as we receive the items you have returned. Make sure to respect the deadline and conditions for returns. 

 

Your Account and Your Password

 

Do I need to create an account to shop online?

No, it is not mandatory. You can shop as a gest. However, creating an account allows you to easily track your orders and save time with each transaction. It’s free and does not commit you to anything!


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 often happens! 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 into 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 into 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 into 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 into MY ACCOUNT. Then go to MY DASHBOARD. In the ADDRESS BOOK section, click MANAGE ADDRESSES or EDIT ADDRESS. 

 

Marie Claire Distinction Program

What is the Marie Claire Distinction Program?

It is a loyalty program that offers 10% savings on all your purchases (at a store or on our website) and covers return shipping fees for items bought online. The membership costs $18 plus tax. It is valid for 12 months following the activation date and can be renewed indefinitely.

 

How to join the Distinction Program?

You can join the program online or at a store. Once you receive your membership number, save it in your online account. This way your benefits will automatically apply on each transaction.

 

How to take advantage of different offers?

To get your 10% discount in store, simply show your membership card at the checkout. To get your 10% discount on our website, you need to have an online account and save your membership number in it. 

To do this, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on SAVE A MEMBERSHIP NUMBER in the DISTINCTION PROGRAM portion. Your benefits (discount, free mail returns) will automatically apply for one year.

 

Can I get my 10% discount on my first purchase?

Yes, whether you purchase at a store or online. Even if your membership is not yet activated we will apply the discount on your first purchase. However you will need to create an online account and save your membership number in it as soon as you obtain it to benefit from the 10% discount on your future purchases. To do so, click on MY ACCOUNT. In the ACCOUNT INFORMATION section, click on the SAVE MEMBERSHIP NUMBER link in the DISTINCTION PROGRAM section.

 

Gift Cards, Wish Lists and Newsletter


Can I buy a Marie Claire gift card online?

Yes, it’s easy! Simply click here and choose your amount: $10, $20, $25, $50, or $100. Your card will be sent by mail to the address of your choice.

 

Are gift cards purchased online valid in stores?

Any gift card purchased online will be usable for in-store purchases after january 15th.



How do I use a gift card to shop online?

At the checkout, enter your card number and the CSV code that is on the reverse side (scratch section).  

If your card is not enough to pay for your purchases, our calculator will let you know. The remaining amount can be paid with another gift card or another accepted payment method.

 

I have a gift card, but I don’t know it’s enough to cover my order…

 

No worries: at any time you can check your card’s balance by clicking here.

If your card is not enough to pay for your purchases, our calculator will let you know. The remaining amount can be paid with another gift card or another accepted payment method. 

 

How long is a gift card good for?


In accordance with the law, our gift cards have no expiry date. So you can take your time to enjoy your gift card! 

 

What is the wish list for? 

It’s a tool that saves your favourite items. Have you found a garment you like? Click on ADD TO LIST and there you go! It’s saved. You can access your list whenever you want from MY ACCOUNT.

 

Can I share my wish list?

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

 

How can I buy the items on my wish list?

Click on the ADD TO CART portion at the bottom of each item. If you want to purchase the entire list, click ADD ALL TO CART at the bottom of the list. You can then modify the contents of the cart before you proceed to checkout. Items transferred in the cart are automatically deleted from the wish list.

 

I would like to receive the newsletter. How do I sign up?

Enter your email address at the bottom of this page and tick the consent box. It’s free and it’s the best way to follow new fashions and promotions!

 

 

Do YOU HAVE ANY QUESTIONS? Do YOU need help?