CUSTOMER SERVICE

How can I contact Customer Service?

If you need help or information, feel free to contact our Customer Service by sending a message to the following address: [email protected]

Our staff is available from Monday to Friday from 10 AM to 6 PM EST. They will answer all your questions and will be happy to advise on the purchase of our products. Alternatively, you can fill our contact form.

At the end of the order, you will receive an order confirmation email which will allow you to identify yourself to our Customer Service in case of request. However, if you do not receive a confirmation message, please check the Trash and Spam message boxes; check your order status as “processing” and verify that the email address of your account does not have error.

 

Why create an account?

Andrea Jourdan Distributions requests that you create an account to place your order. This step will allow our advisors to quickly answer your questions. Your account will also allow you to save your favorite addresses, view your purchase history, repeat the same order as well as manage your subscription to our newsletter.

 

How can I subscribe to the newsletter? 

In order to be aware of the latest news from the Boutique and to take advantage of exclusive offers, you can sign up for our newsletter either from the homepage of our website by filling in your email in the field or from your account by checking the appropriate box.

 

How can I unsubscribe to the newsletter?

Andrea Jourdan Distributions strives to provide content tailored to your application and your desires. However, should you no longer wish to receive further information from us, you can unsubscribe from the link at the bottom of the received email from your account or by sending a message to the following address: [email protected]

 

I forgot my password, how can I find it?

For security reasons, we have no access to our customers’ passwords.

To reset a password, click “Forgot Password” in “My Account”. A new password will be emailed to you. If you do not receive the reset message, look in your junk mail or contact our Customer Service by email at the following address: [email protected]

 

I have changed email or postal address, how can I update it?

You can modify your information at any time in “My Account”. Note that if the change is made after an order was placed, it will be taken into account for the next order.

 

How does Andrea Jourdan Distributions use my personal information?

We use the information you provide to provide you a better shopping experience. We do not sell your personal information to any third party.

We may use the information we collect about you when you register to make a purchase, for registration to our newsletter, respond to a survey, marketing communication, or use some other characteristics of the site in one of the following ways:

  • To help us serve you better by answering your requests for Customer Service.
  • To quickly process your transactions.

 

ORDERS

How do payments work? What means of payment are accepted?

You can securely pay for your orders by using Visa or MasterCard credit cards.

Gift certificates, sold in the Boutiques, are currently not accepted for payments on our website, and may only be used in the Boutiques.

 

I can’t place an order on the website, what can I do?

The blocking of your order may be due to several factors: the choice of products is incompatible with the selected mode of delivery, the delivery method chosen is not possible at the address provided, one of the products in your shopping cart is not available to the desired date.

To assist you with your purchase, we invite you to email us using the contact form and explain as precisely as possible the problem you are experiencing. Also, please tell us what operating system (ex. Windows XP, Mac OS X…) and what browser (ex. Internet Explorer, Firefox…) you use.

 

Is it possible to attach a message to my gift?

You can add a word of support from your cart. Your recipient will not be informed of the source of your parcel, so make sure to sign your message.

 

I want to cancel or modify an order I recently made on the website, what can I do?

A response time of your order in 48 hours (except holidays and Sundays) being necessary, no changes to your order can be taken into account if it intervenes less than 2 working days before delivery date is initially scheduled. Similarly, any cancellation of order cannot be effective if it is made at the latest within a period of 2 working days before the scheduled delivery date. If the conditions are met, we invite you to quickly email our Customer Service: [email protected]

 

Is it possible to modify the shipping address once the order has been shipped?

If you want to change the address or the day of delivery of your order, please kindly email our Customer Service: [email protected] no later than 2 working days before the date of scheduled delivery.

In the case where your order has already been shipped, our Customer Service will submit a request to Canada Post. We are not responsible if delivery is not made by Canada Post.

 

How can I check my order history?

To view a history of your orders, sign in to your “My Account”.

 

I have not received my package, my order is incomplete or wrong… How should I proceed?

We strive to guarantee a delivery up to our corporate image. However, should an error be made in your package or if your order was not delivered, we invite you to quickly email our Customer Service: [email protected]

 

What if the contents of my package do not match that shown on the website?

A product may be replaced by another of equal or greater value than the one ordered. For any order other than a giftbox, our Customer Service will contact you to inform you of any item substitution in your order.

 

Can I return purchased products?

This is not possible for perishable products.

For other products, in accordance with the legal provisions in force, the Customer has fourteen (14) days after receiving an order to return or exchange an item, provided that the merchandise is in its original state, unused and in its original non-damaged packaging with all the accessories, pieces and manuals included.

Damaged, open or incomplete products are not accepted.

The return is at the expense and risk of the Customer.

 

How and when will I receive my invoice?

The invoice of your order is never included in the package. It will be sent by email to the email address you provided when creating your account.

 

DELIVERY

My package and my products are damaged, what should I do?

Canada Posts strives to meet the delivery standards imposed by our company. However, should your package or your items arrive damaged, we invite you to take a picture and email it to Customer Service: [email protected] Within a period of three (3) days, we cannot guarantee a refund for the damaged goods.

 

PRODUCTS

For any question relating to a product, please refer to the information of the product (ingredients, description, format) or email our Customer Service: [email protected]