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Customer Support

Store Policies

Click a section below to jump to the information you need (if your theme supports internal links):

1. Shipping Information

2. Return Policy and Information

3. Methods of Payment

4. Coupons and Promotions

5. Tracking Your Order

6. Customer Service

 

1. Shipping Information

All products are shipped from our warehouse in Montreal via Canada Post or Purolator, depending on your delivery location.
We do not ship to P.O. Boxes — a valid physical address is required.

Shipping Schedule:

  • Orders are shipped Monday to Friday (excluding holidays)

  • Processing time: approximately 2 to 6 business days

  • A tracking number will be emailed to you once your order has shipped

Shipping Rates – Quebec:

  • Regular Shipping: Starts at $12

  • Free shipping on orders over $175 (before tax)

Shipping Rates – Rest of Canada:

  • Regular Shipping: Starts at $20

USA Shipping: Starts at $30
International Shipping: Starts at $50
Delivery may take up to 4 weeks depending on customs.

All customs duties, taxes, and brokerage fees for international orders are the responsibility of the customer. We do not refund refused or abandoned packages.

Holiday Shipping:
Orders placed before 11:59 p.m. on December 15 have a higher chance of arriving before Christmas. Delivery is not guaranteed.
We are not responsible for delays due to carriers, weather, strikes, missed deliveries, or incorrect addresses.

Carrier Terms of Service:

  • Purolator: purolator.com/en/legal/terms-conditions-service.page

  • Canada Post: canadapost-postescanada.ca/en/our-company/legal/terms-and-conditions.page

Once your package is shipped, the carrier becomes responsible. Please contact Canada Post or Purolator directly for delivery updates.

 

 

2. Return Policy and Information

Final Sale Items:
Sale and clearance items are final sale — they cannot be returned, exchanged, or refunded.

All returns and exchanges must be approved in advance.

Here’s how to start a return:

  1. Email us at: [email protected]

  2. We will send you a Return Authorization Form

  3. Complete the form before mailing or bringing anything in

Returns without prior approval or without the form will be refused and not returned.

Option 1: Return by Mail

  • Customers cover return shipping costs

  • Include your original receipt

  • Item must be unworn, unwashed, with tags attached

  • We only issue store credit — no refunds

  • Please allow up to 10 business days for processing

Mailing Address:
Club de Football des Alouettes de Montréal
Attn: Boutique
4400 Rue Sherbrooke E
Montreal, QC
H1V 3S8
Canada

Option 2: In-Person Return (By Appointment Only)

  • Choose "Pick up by appointment" at checkout or contact us by email

  • Appointments are available Tuesday to Thursday, 10 a.m. to 4 p.m.

  • Walk-ins or unapproved returns will not be accepted

  • Store credit is issued on-site if eligible

Return Location:
Olympic Stadium – 4545 Pierre-De Coubertin Ave
Enter via Parking Lot P1 and Café L’Insolite
Check in at the security desk across from the café

Book a Pickup Appointment – Alouettes Boutique (link available upon request)

3. Methods of Payment

We accept:

  • Visa

  • MasterCard

  • American Express

Gift Cards:

  • Valid for 1 year from date of issue

  • Can be used online or in person

  • Non-refundable and cannot be exchanged for cash

4. Coupons and Promotions

  • Only one coupon code can be used per order

  • Coupons cannot be applied to clearance or discounted items

  • No price adjustments on past orders

  • Competitor coupons are not accepted

  • Promotions may be changed or canceled at the Boutique’s discretion

  • Coupons cannot be applied retroactively

Tip: Apply your promo code before completing checkout — we cannot add it afterward.

5. Tracking Your Order

Once your order is shipped, you will receive a tracking number by email.

To check tracking status:

  • Log in to your account

  • Go to "My Profile" → "Order History"

  • Click your order to view tracking updates

Tracking links will redirect to Purolator or Canada Post, depending on your delivery method.

6. Customer Service

We’re here to help!

Email: [email protected]
Call or Text: 514-787-2575
Available: Tuesday to Thursday, 10 a.m. – 4 p.m. (EST)

We aim to respond within 1–2 business days.