FREQUENTLY ASKED QUESTIONS (FAQ)
Online store
Delivery
How long does delivery take?
Packages are generally shipped less than 48 hours after your payment is received. Please note that any order made after on Friday will be processed the following Monday.
The standard shipping method is done through Canada Post: home delivery or to the closest post office.
For the region of Montréal: 1-3 business days.
For the rest of Quebec and Canada: 5-7 business days.
We cannot guarantee these delivery times. During busy periods (Christmas, Valentine’s Day, Easter, etc.), you can expect an additional 48 hours for delivery.
Please note that during the hottest summer periods, we reserve the right to offer only the pick-up in Post Office shipping method or add a processing time to your order for a shipment over a cooler period to preserve the quality of our products.
Parcels are oversize and protected.
How can I track my package?
Once you have received your order confirmation and if you have selected the “track your package” option, you will receive a link to track your package.
If you have any questions regarding tracking, don’t hesitate to contact us at
production@julietteetc
What do I do if my order is damaged?
If despite the care taken when packing your parcel, your order is damaged upon arrival, please contact us quickly so that we can answer your questions and rectify the situation.
production@julietteetc
Do you ship internationally?
Unfortunately, we do not offer international shipping at this time.
Order
Can I modify/cancel my order once it has been placed?
Any change of mind about the order results in the direct loss of the product. That's why once your order is validated, there is no possibility to cancel or to return the product.
Gift cards are excluded of these conditions and can be canceled without restriction.
Additional fees may be required for fresh products (brownies, cookies, fondant or others) to cover their loss and to be able to replace them. If you do not wish to pay this fee, you cannot hold us responsible for the condition of these products upon receipt.
My promo code doesn’t work. What do I do?
If your promo code doesn’t work:
Check that your code is still valid and has not expired.
Check the spelling of your code in case you’ve made a typo.
If none of these suggestions work, please contact us at production@julietteetc
How do I use my promo code?
Your promo code must only be used when making a payment through your shopping cart.
If you have received a link, the promo code will automatically apply to your cart.
What are conditions to use the welcome code?
The welcome code is valid for 72h and can only be used on the online store. It's cannot be combined with any other offer. And it's not valid on limited editions or special collections, like: Valentine's Say, Easter, Christmas...
Can my order be shipped to a Juliette & Chocolat restaurant for pickup?
We do not offer in-store pickup at this time.
Returns/Exchanges
What is your return policy?
Since our products are food items, we cannot offer any returns or exchanges. Should you have any questions, please contact production@julietteetc
Products
Are your products certified nut and peanut-free?
Unfortunately, our products are not certified nut-free or peanut-free, and may all contain traces of these allergens.
I have a gluten intolerance. Are your products safe for me?
We are very careful when preparing our numerous gluten-free products made with rice flour. However, we do have wheat flour in our laboratory, which may have come in contact with all of our products.
It is therefore possible that our products may contain traces of gluten.
How do I prepare your chocolate fondue?
Our chocolate fondues are very easy to prepare.
Simply open the can with a rounded knife or a flat-headed screwdriver (we recommend the latter, as it is safer).
In a pot, bring a good amount of water to boil.
Place the fondue can in the pot of water, and reduce heat to low.
Wait for the chocolate to melt slowly, and add water if required.
The chocolate will take between 10 minutes (for small cans) and 20 minutes (for large cans) to melt.
Remove the fondue carefully: the metal may be hot.
Enjoy!
How can I store your chocolate fondue?
To store your fondue, simply put the top back on the fondue can, and keep it in the refrigerator.
Restaurants
Can I make a reservation at one of your restaurants through your website?
Yes !
You can book online trought this link : https://www.julietteetchocolat.com/pages/reservez-une-table
Can I make a group reservation?
Absolutely, and we would be delighted to have you!
To check the availability for your event, contact the restaurant where you would like to reserve: https://www.julietteetchocolat.com/pages/nos-adresses.
When will you be opening restaurants outside of Montréal?
For the time being, we are still looking for the best location for our chocolate paradise. But stay tuned, you never know!
Do you intend to open restaurants in France or internationally?
That’s certainly our dream!
Are your restaurants accessible to people with reduced mobility?
Some of our restaurants are accessible to you, and we would be delighted to have you. To find out which stores are accessible, look for the reduced mobility logos on the following page: https://www.julietteetchocolat.com/pages/nos-adresses.
Other
How can I make a sponsorship request?
For all sponsorship requests, please fill out the questionnaire on this link: https://www.julietteetchocolat.com/pages/demande-de-commandite.
Employment
I would like to be part of your team of Red Hats. How do I apply?
We would be happy to have you in our chocolate universe!
The first step is to send us your CV by email at carrieresgourmandes@julietteetchocolat.com.
For more information on the different positions available within our company, please see the following link: https://www.julietteetchocolat.com/pages/carrieres-gourmandes.
Franchise
How can I learn more about opening a franchise?
Don’t hesitate to visit our different links, which might help answer your questions.
Franchise questions/answers: https://www.julietteetchocolat.com/pages/questions-franchises.
Should you have any other questions, you can contact us through the following link: https://www.julietteetchocolat.com/pages/demande-de-franchise.