✧ Faq

✧ CUSTOMER SERVICE  

Questions?

I will be happy to answer your questions relating to customer service, orders, product distribution requests, service offers or collaboration via email only within 72 working hours. Be sure to include your full name, order number and a brief description of the situation if applicable. None of these topics will be handled via my social media messaging as I receive far too many messages and notifications to follow up on them. If so, unfortunately I cannot guarantee that a follow-up will be done.

lamainbleue.ca@gmail.com

Business hours:

Monday to Friday from 11:00 a.m. to 5:00 p.m.

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✧ PAYMENT METHODS 

Payments are made using the Paypal or Square applications. You will have the choice to use your credit card or your bank account. I also accept Interac email transfers, simply select this choice when finalizing your purchase and follow the instructions that will be given to you. You have 24 hours to send me your transfer, otherwise your order will be canceled and the item returned to the store.  

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✧ DELIVERY 

As I do everything alone and by hand with a lots of love and because I have a young baby at home, please take into account a package preparation time that could go up to 10 working days. Your patience and understanding are  much appreciated, thank you!

 

When your order is in preparation, you will receive an email with your tracking number, note that it is normal that the number provided indicates "Information Not available" at this time, when the parcel is picked up the status will update and you you will then be able to follow the progress of the expedition.

 

The delivery times for the parcel following dispatch and prices are as follows:

✧ Quebec and Ontario*:  Purolator express 1 to 3 business days, with tracking number, option with or without signature at your choice.

Rates: $11 without the signature option, $14 with the signature option and free with any purchase of $100 or more (subtotal after reduction & before taxes).

✧ Canada:  Purolator express 1 to 5 business days, with tracking number, option with or without signature at your choice.

Rates: $22 without the signature option, $25 with the signature option and free with any purchase of $200 or more (subtotal before taxes).

✧ USA:  Asendia standard 3-15 business days, with tracking number.

Rates: Fixed fee of $25

✧ Europe:  Asendia standard 8-21 business days, with tracking number. 

Rates: Fixed fee of $25

*In times of Pandemic the delays for Europe can extend up to 45 days depending on the shipping company, thank you for your understanding.

Asendia Customer Service:  https://www.asendia.com/contact/customer-support

For international shipments, customs charges may be required upon arrival of the package.

 

Once the package is sent out, as I have no more information than you from the tracking number, if you have any further questions regarding the delays, please contact the shipping company's customer service directly, ensure you to have your tracking number on hand.

Purolator Customer Service:  1 (888) 744-7123

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* with the exception of Fermont: delivery costs for this region are much more expensive than for the rest of Quebec and vary between $40 and $80 depending on the weight of your package, therefore it is not free to the purchase of $90 and +. As I unfortunately cannot separate Fermont from the rest of Quebec in my system, when you exceed the $90 minimum purchase the delivery will appear free when it is not. Following your purchase, I will send you an invoice via email to pay the costs incurred.

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SIGNATURE OPTION (Canada only):

- Option without signature: For this option, if you are not present to receive the package in person, it will be left at your door or that of your building. 

As you choose the no signature option voluntarily understanding its risks and that with each purchase you must accept my general shop policies before concluding the transaction, please note that I will not be held responsible for any loss or theft of your package. Therefore, no refund or compensation will be granted for your purchase and/or delivery if any of these situations occur. If you do not want to assume the risks of this option, I invite you to choose delivery with signature.

- Option with signature: For this option, if you are not at home during the delivery attempt, the delivery person will leave you a notice and you will have to pick up your package at the assigned Purolator counter within 5 days. If you do not meet this deadline, the package will be returned to me and it will be your responsibility to pay the return costs again.

 

La Main bleue is not responsible for shipping delays caused by the shipping company or the temperature. Also, in the event that you give me instructions to follow for the shipping company, as the delivery person is not under my responsibility, I cannot guarantee that these instructions will be followed and I will not be held responsible for this. applicable.

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✧ LOST OR STOLEN PACKAGE

As mentioned above, if you have voluntarily chosen delivery without signature, I am not held responsible for your lost or stolen package. However, you can submit a loss claim directly on the Purolator website.

For orders with signature, I am responsible for your lost or stolen package seulement if the tracking number does not indicate the package as delivered and signed for. If applicable, please submit a claim directly to Purolator.

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CLICK HERE for direct claim link.

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✧ COMBINED ORDERS

Do you want to combine a second purchase with an existing order and thus skip delivery costs? No problem ! Before making your second purchase, please contact me to obtain a promo code that will save you shipping costs. Please note, however, that I do not provide refunds and will not be able to cancel delivery charges if you do not contact me before completing your second purchase. In all cases, delivery costs for the first order (if applicable) are not refundable.

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✧ A PROBLEM WITH YOUR ORDER?

You have 30 days following receipt of your package to contact me by email so that I can assess the situation. Be sure to include your order number, a brief description of the situation, and photos of the contents of your package (if necessary) in the email. No exchange or credit note will be allocated beyond this period.

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✧ EXCHANGES AND RETURNS POLICIES 

The happiness of my clients is important to me, your satisfaction is my priority!

First, please make sure to read the description of the item in its product sheet to avoid unpleasant surprises when you receive it.

Please note that La Main bleue does not issue refunds. If you are not satisfied with your purchase, an exchange for a credit note is possible within 14 days of receipt of your package.

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- no exchanges or refunds will be granted for "made-to-measure" or personalized items;

- for a question of hygiene, no exchange is allowed on the earrings;

- manufacturing breakage is guaranteed for a period of 30 days following the date of reception ; 

- delivery charges are non-refundable. Also, if you had obtained free delivery on your initial invoice and following the return, the total of it no longer exceeds the $75 minimum purchase, the delivery costs will be subtracted from the amount of your credit note ;

- an order cannot be modified once completed;

- if you have a promo code, be sure to apply it before completing your order because once completed it is not possible to go back or get a refund for the value of the coupon.

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Procedure for a return:

- first please notify me of the reason for your return by email and wait for my confirmation;

- following my confirmation, please return the item to me in its original condition and packaging, the return costs are your responsibility;

- following receipt of the package and confirmation of the intact state of the item, I will contact you with your credit note code. You will have 1 year to use it otherwise it will be cancelled;

- if the item is damaged, worn or no longer in its original packaging, no credit note will be given;

- La Main bleue is not responsible for your shipment if it gets lost, please follow up with the shipping company you have chosen if this situation arises. In this case, no credit note will be granted;

- note that if you opt for an exchange you will have to pay the delivery costs for the shipment of the new item ;  

 

✧ DELAY AND CANCELLATION OF SERVICE APPOINTMENTS 

For your information, I cannot accept delays beyond 30 minutes as this may interfere with subsequent appointments or my personal schedule. Also, for any cancellation, please notify me 24 hours in advance so that someone other than you can enjoy this moment of relaxation.  

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✧ WARNINGS 

Please note that the crystals and esoteric tools present on my site serve as assistance in your evolution and are not used for the purpose of curing or treating any ailment or designed to replace a treatment plan set by your doctor.

La Main bleue disclaims all liability and cannot guarantee any results.

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