frequently asked questions

online orders

What kind of fees are applicable to online orders? 

We do not charge any handling fees on our online orders. A customer will be charged with their order total, applicable taxes and a shipping fee depending on the shipping method chosen at checkout.  

Why can’t I find or order items online that are available in store?

As we are getting started with our E-commerce, our selection of products available online is slightly limited. However, we are consistently working on expanding our online inventory and will do our best to provide customers with a wide variety of French delicacies! 

How do I know if my online order is confirmed? 

An automated confirmation notification will be sent to your email address shortly after check out. Please make sure to keep this email for your records.

I have placed an order and paid, but have not received an order confirmation email? 

Confirmation emails are typically sent out within 24 hours of your order being placed. If you have not received your confirmation email within 48 hours, please reach out to info@doucefrance.ca with your Order Number so we can assist you.  

Can I modify an online order after I’ve already submitted it and paid? 

Orders can only be modified if they have not yet been distributed to our mailing carriers. If an order has already been shipped and is no longer in our possession, we will not be able to make changes. We highly encourage customers to contact us by email at info@doucefrance.ca within a 24 hours window of their online order to give us the best chance to modify orders as needed.  

What payment methods do you accept for online orders?

We accept all major credit cards including Visa, MasterCard and American Express. We also accept PayPal Express Checkout, Interact, ApplePay, GooglePay, ShopPay and Douce France Gift Cards. 

Can I order a Gift Card online and have it shipped to someone? 

Douce France Gift Cards can be purchased directly online. If you wish to have it sent over to a friend or relative, you simply need to add their address upon entering the delivery information, and ensure that you enter your own address upon entering your billing information. Please note, Douce France Gift Cards are non refundable and non-exchangeable. Gift Cards have no expiry date.  

shipping & delivery

Where do you deliver? Do you deliver Internationally?  

We currently offer customers Canada-Wide shipping. Delivery rates vary per order. 

How much does delivery cost?

We offer a variety of delivery services which you have the opportunity to view upon checking out. Delivery costs vary depending on your location, your order and your choice of delivery service. Please note, we do provide free shipping for orders of $150.00 and more (before tax).  

Do you offer free delivery?

We provide free delivery services for orders above $150.00 (before tax). 

How long will my order take to ship?  

Orders are typically shipped within 2-5 business days. A shipping confirmation email is automatically sent out to customers once the parcel is on the way to its destination, with our carrier.  

How long will it take for me to receive my order? 

Upon checking out, customers have the ability to choose between a variety of shipping services including Express and Priority delivery. Delivery time estimates are made available to customers on the checkout screen and are then confirmed via email once orders have been shipped to our carriers.

How can I track my order? 

Once your order has been shipped, you will receive an automated notification via email or SMS in which you will find your order tracking number. With this number, you will be able to track your order until it gets delivered to its destination.  

I did not receive my order, what can I do?  

If you did not receive your order by the estimated delivery date, we recommend that you track your package using your tracking number to find out in which stage of the delivery process your order is. Under the tracking tool, you will be able to obtain up-to-date information regarding whether your parcel delivery has been rescheduled, or if your package has been held at a post office. If you wish to learn more, please contact Canada’s Post Customer Support at 1 (866) 607-6301. 

curbside pick-up

Where do I collect my order? 

Our curbside pick-up service is only available at our boutique located at 820 Danforth Avenue, M4J 1L6, Toronto, ON.  

Do I need to pay for the curbside pick-up service?

No, our curbside-pick up service is completely free of charge.

I chose curbside pick-up as my delivery option, how soon can I get my order? 

Curbside pick-up orders are typically ready for pickup within 1 to 2 business days (expect Mondays). You will get notified once your order is ready for pick-up via email.  

Do I get notified when my curbside pick-up order is ready? 

Yes. You will receive an automatic confirmation via email letting you know that your pick-up order is ready.  

How much time do I have to come pick up my order? 

We keep pick-up orders on hold for 5 business days after your Curbside Pick-up confirmation email has been sent out.  

What do I need to bring when I pick up my order? 

Please ensure that you have your confirmation email or SMS handy and be ready to disclose your Order Number.  

What are the hours for curbside pick-up? 

Tuesday to Sunday 9:00 AM to 5:00 PM. These hours are subject to change during holidays. 

Returns & Exchanges 

What is your returns & exchanges policy? 

As we sell food items, we cannot accept any returns or exchanges. If you experience any concerns with the quality or freshness of our products, we ask that you get touch with us immediately via email at info@doucefrance.ca , making sure to include your order number and the name of the item(s) in question. Product quality and freshness are top priority and we will ensure to have your issue resolved promptly! Please note, we do not accept any return or exchanges of online orders in store.

How can I report an issue with my order? 

If you experience an issue with your order, please get in touch with us immediately at info@doucefrance.ca .