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FAQ
1 My order
1.1 Can I cancel my order ?

Yes, if the order is not shipped, we can cancel it. If this is a pre-order, we may not be able to cancel it depending on the product in question.

1.2 How can I modify or cancel an order already sent ?

Once an order has been shipped, we are no longer able to cancel it. You will need to send it back at your costs or visit the physical store for a return.

1.3 Where can I see the status of my order ?

If you created a customer account during your online purchase, the status of the order will be visible in My account > My orders.

If you have not created an account, write us at [email protected]



2 Payment
2.1 Is my credit card information protected ?

Of course. You can find all the information on our privacy policy here.

2.2 What payment methods do you accept ?

For an online purchase, we accept payment by credit card.

For a purchase in store, we take most credit cards (Visa, Mastercard, Amex, Discover etc.), debit cards, cash and prepaid cards.

2.3 Where can I use my gift card ?

Since January 1st 2022, all our gift cards are valid online and in store. Gift cards purchased before this date are also affected. In the online payment section, you can enter your gift card numbers.

3 Gifts
3.1 Do you offer gift wrapping ?

Yes, we offer in-store gift wrapping. We put your products in silk paper and "bouche bée" paper bags.

3.2 Is it possible to ship an item as a gift ?

Yes, here are the details:

  • Indicate your details in the Billing section;
  • Indicate the contact details of the person in Expedition, with his telephone number ideally;
  • In the comments section, indicate that it’s a gift, we will remove the prizes.

You can buy a greeting card and ask us to write the text of your choice.

No invoice is included in the shipments. Don’t panic ;)

3.3 Can I buy a gift card ?

Yes, you can buy a card online or in store. It will be valid in both places and in accordance with consumer protection, it cannot expire.

To purchase a gift card, click here.

4 Delivery
4.1 Do you ship internationally ?

We can offer order shipping outside of Canada.

Shipping costs are $50 minimum (equivalent to approximately 1.5kg). If the actual costs exceed by more than 20%, we will contact you to validate with you the additional shipping costs.

Please note that the choice of heavy, fragile or large products may considerably increase shipping costs.

Finally, all charges such as customs and taxes are the buyer's responsibility. Do not hesitate to contact us for more information [email protected] or 438-389-8394.



5 Return & refund
5.1 I received a defective item, what should I do ?

If a product is received broken, Boutique Bouche Bée must be notified within 24 hours of receipt, with photo proof to [email protected]

The photo must show: the delivery container, the shipping label, the product(s).
We refund broken products but we can not send a new one given the shipping costs that are too damaging for our small business. Thank you for your understanding.

Products that are damaged, worn, soiled, incomplete or showing signs of use cannot be returned.

5.2 I would like to return a product that I received by post, what should I do ?

The package must be returned at your expense or brought to the following address: Boutique Bouche Bée 3772 rue Ontario Est Montréal QC H1W 1S2

You will receive the refund to your account within 10 days of receipt of the package being returned to Boutique Bouche Bée. The amount will be paid into the credit card account that made the payment for the first order.

5.3 I would like to return a product in store, how does it work ?

Any request for refund must be presented with the supporting receipt in order to be processed.

In store, requests could be accepted within 14 days. If the method of payment or the person submitting the request does not seem to be related to the initial purchase, the refund request may be refused, at the sole discretion of the Bouche Bée team.

5.4 I would like to exchange a product that I received by mail, what should I do ?

Returns are accepted within 10 days after the receipt of the product, based on notification from our shipping department.

The products must be able to be resold and must therefore be returned in their original packaging. Return costs are the responsibility of the customer. The package must be returned to the following address: Boutique Bouche Bée 3772 rue Ontario Est Montreal QC H1W 1S2

In case of exchange, the product will be sent within 14 days of receipt, under guarantee of available stock. Shipping costs will be borne by the customer.

5.5 What are the final sale products (non-exchangeable or refundable) ?
  • All products with dates (calendars, cards, diaries, food, etc.);
  • All products on sale or on promotion;
  • All products without proof of purchase at Bouche Bée.
6 Our candles
6.1 How to remove leftover wax from candles ?

To clean your candle jar, here are the steps to follow :

  • Place your jar in the freezer
  • Wait a few days
  • Scrape off the wax that will be peeled off from the edges
  • Rub with a cloth and warm water
7 Product informations
7.1 Do you take back the empty jars ?

We take back the jars of the Deux Cosmétiques brand in store.

We are unable to reuse candle jars at this time. Once properly cleaned, they can hold whatever you want. They are popular in gift shops.

7.2 How does it work when it's out of stock ?

Sign up for our stock alert in the relevant product sheet. A notification will be sent to you when it is back. To order a larger quantity, contact us at [email protected]

7.3 Are the products we see online the same as in store ?

Everything online is in store. But not everything in store is necessarily on the site, as some items are too heavy or bulky to ship.

8 Everything else
8.1 Do you accept dogs in the shop ?

Yes ! We are delighted to welcome you to our shop with your dog. We even have little treats at checkout to keep them having a good time. If necessary, ask us for water.

8.2 Is there easy access in your building ?

Yes, we're trying to provide enhanced access for people with reduced mobility where possible given the building. An access ramp is installed every day.

We try to watch the door to come and help you if you are with a stroller etc.

8.3 Is it possible to collect compostable boxes and balls ?

Yes, we often post on our Instagram account @bouchebeemtl in story when we have boxes and balls available. Do not hesitate to write to us in a private message on the account when you are interested and we will put them aside for you.