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Faqs

How can I track my order?

Your order can be tracked by going to My Account > My Order History and view Invoice for order status update. You will also receive email notifications when the status of your order changes.


When will my pickup order be ready?

Typically, within 1 - 3 business days, however, you will receive an email notification indicating that your ‘Order is Ready for Pick-Up’.  Please be sure to check your junk mail or spam folder. If your order is placed near or after store closing, it will be available for pickup the next store-open day.


I can’t find my order confirmation email. Where is it?

If you can’t find it in your inbox, check your junk mail or spam folder.


Can I change or cancel my order?

Yes, your order can be canceled by contacting the Customer Service Representative via phone or email, contact information can be found here


No, changes cannot be made to an order after it has been placed. However, on pick-up, you have the option to make an exchange in-store.

Information on our Return Policy can be found here.


What do I need to pick up my order?

One form of ID and the ‘Order Ready for Pick-Up’ confirmation email. You can also designate someone to pick up your order during the online checkout by indicating so in the Instructions for Pick-up section. 


Can someone else pick up my order?

Yes, you may name an alternate pickup person during checkout or forward your order confirmation email. If a person was named at checkout, they must bring the order confirmation email or a form of ID. If the person was not named at checkout, they must bring the order confirmation email and a call would be sufficient.


What are my pick-up store options?

There is only one pick-up in-store option now:

  1. Vide Boutielle
     

Can I change my pickup location?

No. If you cannot pick up your order, you may forward your order confirmation email to an alternate pickup person.


How long do I have to pick up my order?

Once your order is ready, 7 days. If it's not picked up by then, it will be canceled.


What happens if I don’t pick up my order on time?

It will automatically be canceled after 7 days and a cancelation email will be sent. A refund will be issued to your card within 5 to 10 days.  Contact your financial institution if you have any issues.


Can I extend my pickup time?

Unfortunately, we can’t extend your pickup time, but we’ll send you a reminder phone call or email one day before your order is canceled. You can also place the order again.


Is there a delivery option?

There is no delivery option at the moment. 


What is your return policy?

Information on our Return Policy can be found here.


Why isn’t my card information being accepted?

Please contact your financial institution if you have any issues.


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