FAQ

Delivery times vary depending on the geographical source of the item's storage, or whether it is a made-to-order item. Each delivery time is indicated in business days when selecting the item's size.

Once your order has been shipped from our logistics platform and is in the hands of the carrier, delivery takes 24 hours with Chronopost and 48 hours with Colissimo.

When your order is shipped, you will receive an email with your parcel tracking number, which you can use to track it via the link provided in the email.

Please contact us directly, so that we can get in touch with the carrier's services.

Please contact us directly so we can get in touch with the carrier's services.

We offer worldwide delivery of our items, but some areas may be subject to limitations for security and bank guarantee reasons. We invite you to contact us beforehand.

We invite you to contact us as soon as possible so that we can make the change before the package leaves our platform.

In such cases, we automatically get back to you to understand the reasons for this return and to know what you would like to do next.

All information regarding shipping methods and associated shipping costs is available on our "Shipping and Returns" page.

We cover part of the cost, but cannot absorb the costs of all shipments, in line with the quality of packaging we offer, which also incurs additional costs. However, we offer the first return requested for each order from France or Belgium, for any order equal to or greater than €150.

Of course, we invite you to combine the desired items in the same order, so you only pay shipping once.

If your garment does not suit you or if the size is not right, La Canadienne undertakes to exchange it free of charge or to give you a credit note for the amount of your purchase. To do this, request a return number via the dedicated area in your customer account by selecting the reason for your return.

You will receive this number within 72 business hours following your return request. You then simply need to return the garment in its original packaging, specifying your return number and enclosing the warranty card provided with your garment.

You have 14 days to request a refund upon receipt of your order and 30 days to request a size or model exchange.

We provide a return label for purchases of €150 or more per order.

You can also return unwanted items from your online order to one of our stores. Our on-site staff will then process the return formalities - for exchange or refund.

Returns are not covered by La Canadienne. Return costs amount to €6.90 and are at the customer's expense and deducted from their refund.

Return costs outside mainland France and Belgium are not covered. Any order shipped internationally may be returned for a refund, provided that the request is made within 14 days of delivery.
In all cases, only the price of the item purchased, excluding shipping costs, will be refunded.

Upon receipt of the unworn and tagged item at our premises, La Canadienne will refund you the amount of your returned product within a maximum of 10 days.

When you purchase an item from our brand, whether in-store or online, your customer account is automatically created and your purchase history is saved.

If you cannot find your invoice, our in-store advisors will easily be able to retrieve it to process your exchange or return on site.

All our models are available in our stores or can be ordered from the various brands we offer.


Some models are online exclusives that must be made to order or can be custom-made (size, color, alterations). These models cannot be returned or exchanged.

La Canadienne reserves the right to refuse any return that does not conform to the original product shipped (complete and new with its inside and outside tags)

La Canadienne covers the shipping costs for the first return of an order for all orders of a minimum of €150 including tax placed from metropolitan France or Belgium.
In the case of a second return (or more), the return shipping costs are at the customer's expense.

For orders shipped outside metropolitan France and Belgium, return shipping costs are at the customer's expense.

We have 4 stores in France. As such, we offer you the possibility to pick up your order for free in one of our stores: Lyon, Paris, Annemasse, Chamonix.

This service allows you to try on your garment with the assistance of our advisors.

To benefit from free in-store delivery, select the store of your choice during the "delivery" step of your order.

You can request to reserve an item in one of our stores, directly from the item's product page.

To find all information about our stores, simply visit our Stores page.

To find all the information about our stores, simply visit our Stores page.

You can contact customer service:
By phone at 04 78 600 601

By email using the contact form

Via Chat

On each product page in the "Need help?" tab

Our customer service is available Monday to Friday from 9:00 AM to 5:00 PM.

Our online customer service consists of a team of 3 advisors specialising in leather, furs and technical materials offered on La Canadienne website.

Their expertise and advice will help you place your order with complete peace of mind.

The email response time is approximately 48 to 72 hours.

For a faster response, phone and chat remain the most immediate contact methods.

To join our loyalty program, simply place an order on our online store or make a purchase in one of our shops. An invitation will be sent to you to complete the following necessary information to activate your account: last name, first name, date of birth, postcode, and email address.



€1 spent = 1 point

A checkout visit is required within the following 24 months (workshop or purchase) in order not to lose your points.

Accumulate points to reach each tier and get closer to exclusive benefits such as:

• Gift vouchers
• Bonus points on birthdays
• Free parking for your in-store visits
• Early access to private sales (in-store only)
• Free alterations and degreasing
• Free shipping
• Priority access to our online customer service
• Personal shopper service - private store access
• 10% student discount upon presentation of proof and for those under 26 (in-store only)

Online: As soon as you place your first order, we invite you to join the La Canadienne loyalty program. On your next visits, you will be able to view your accumulated points, your benefits and your status as soon as you log in to your customer area.

In-store: When you check out, simply provide your email address to a sales assistant. You will be able to benefit from your advantages at the checkout.

We offer different kinds of services:

- Alterations, repairs and transformations

- Cleaning and re-pigmentation, exclusively reserved for items purchased at La Canadienne.

- Storage of your beautiful items in our stores

Find all our services here.

You can send us your request by filling out this form, which will allow us to get back to you.

Your second option will be to go directly to one of our stores to make your request in person.

Manufacturing traceability is visible on each of our product pages. We offer products from various origins, allowing us to adapt to different budgets, up to the highest for European manufacturing.

Each time you select the desired item size, it will indicate the stock status, as well as the lead time after placing an order.

Every time you select the desired item size, it will indicate its immediate or on-request availability across our various stores.

We indicate the type of care required on each of our product sheets. Nevertheless, we always advise you to refer to the care instructions indicated on your garment's label.

You can find all our care tips by material here.

Leather and fur are noble materials that require specific care. We advise you to refer first to our care tips, and then, if in doubt, to call us at 04 78 600 601.

If your item was purchased from La Canadienne, you can request a cleaning/degreasing service carried out by our partner. We will then provide you with a quote, either remotely by sending photos, or in our stores, upon presentation of your garment for assessment.