FREQUENTLY ASKED QUESTIONS (FAQ)

Online store 

Delivery 


*** SHIPPING DELAYS - COVID-19 ***

Due to a very high volume of orders and health restrictions imposed by Canada Post, we cannot guarantee that your package will arrive on time. Juliette & Chocolat cannot be held responsible for delays by Canada Post.


Canada Post Update (as of May 21th, 2020 - 13:35 PM)

"While we are providing average processing delays at our facilities in these status reports, a parcel could travel across a number of facilities from initial induction to delivery to the final address. Therefore, for some customers, the cumulative delay could be more than a week. The most significant challenge remains the larger/heavier items where adherence to safety measures for two-person lifts are causing significant delays which may be beyond those reported below.

Processing update:

  • All processing facilities across the country are experiencing delays from 5 to 7 days.
  • Although improved, we continue to see some delays in our Toronto Exchange Office due to delays in customs clearance.
  • Our biggest challenge continues to be the larger/heavier items where adherence to safety measures for two-person lifts results in significant delays in handling and processing products. These items present challenges from induction to delivery.

We have suspended all service guarantees including Date Specific for Neighbourhood Mail (NM). Across the network we are seeing some minor delays related to NM but nothing significant at this time. All machined mail such as Lettermail, Personalized Mail and Postal Code Targeting mail continue to process well but may experience some slight delays."

To consult all Canada Post updates: CLICK HERE

Thank you for your understanding.

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. 

Priority shipping within 1 business day : (Not available for the moment)
All orders placed before 1 p.m. will be sent the same day after 3 p.m. with a delivery 24 hours later.
All orders placed after 3 p.m. will be sent the next day after 3 p.m. with a delivery 24 hours later.

For all same-day courier shipping requests (Montréal only) please call us at 579-721-3045, Monday to Friday, from 9 a.m. to 5 p.m.

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
webmaster@julietteetchocolat.com or by phone at 579-721-3045, Monday to Friday from 9 a.m. to 5 p.m.

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.

webmaster@julietteetchocolat.com 

or

by phone at 579-721-3045, Monday to Friday from 9 a.m. to 5 p.m.

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.

I placed an order, but I made a mistake in the delivery address. What should I do?
The delivery address can be modified only if the order has not yet been shipped.
Please contact us by email as quickly as possible.
My payment failed. What should I do?
We suggest that you try again with a different card and/or validate your card’s expiration date. If the problem persists, we suggest that you contact your bank or your credit card issuer.
How much are delivery fees?
Delivery is $9.75$ everywhere in Canada. This price includes packaging, handling and delivery fees.
Delivery is free of charge for orders of $49 and over (before taxes and after code promo). 
For orders over $500 (before taxes): Please contact us before placing your order. Extra shipping charges can apply.
My order was returned us. What do I do?
In case your package is returned us (due to a package not claimed at the post office or incomplete shipping address), please contact us at webmaster@julietteetchocolat.com. A fee of $8 will be charged for a new shipment.
What are the payment options?
You can pay by credit card (Visa, Mastercard, Amex) or through PayPal, Apple Pay or
Google Pay.

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 webmaster@julietteetchocolat.com. 

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.

Can my order be shipped to a Juliette & Chocolat restaurant for pickup?

We do not offer in-store pickup at this time.

Can my welcome code be used in a Juliette & Chocolat restaurant?

The welcome code can only be used on the online store.

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 webmaster@julietteetchocolat.com. 

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?

Unfortunately, we do not offer this option. To make a reservation, please contact the restaurant where you would like to reserve. Click the following link to find all of our restaurants, along with their addresses and phone numbers.

https://www.julietteetchocolat.com/pages/nos-adresses

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