Frequently Asked Questions

Free home delivery.

In the product, click on Size Chart, below the Add to Cart button. In the How to Measure? tab, you will find instructions on how to take your measurements correctly for each garment. Next, in the Size Charts tab, you will be able to find the size you need.

It is important to take your measurements correctly, as the clothes are neither exchangeable nor refundable.

We offer a 90-day warranty against any manufacturing defects. Please contact us to validate the defect on your garment, and we will take care of exchanging it or refunding you if the exchange is not possible. In the case of a manufacturing defect, we will cover the shipping costs.

Any error must be reported to our customer service within 7 days of receiving the garment.
Please write directly to this email address: retours@arseno.qc.ca or call us at 1 877 562-0831, extension 100. 
 
In the case of an error on our part, we will cover the shipping costs. We will take care of replacing the garment or refunding you if the exchange is not possible.

You are entitled to an allowance for the purchase of clothing. This allowance can only be applied to a predetermined group of clothing that we call a bundle. This allocation is granted to you in the form of a coupon for the amount of the bundle, which you will receive by email.

It is possible for you to purchase the other products available in the store at your own expense. 

Here are the steps to configure your bundle:
1- Click on the correct bundle (Gaspésie Convention).
2- Click on Customize Your Bundle.
3- Choose the size for each garment by clicking on the + or -.

The details of the quantities for each garment that should be included in your selection.

Refer to the Delivery Time section above to find the delivery dates. You can also write to us by clicking here: Contact us.

We provide you with a simple user guide in video and PDF format to improve your purchasing process. You can view it by clicking on the following link: User guide.

Credit card and prepaid credit card

You can get a prepaid credit card at most pharmacies, convenience stores, and more. You can then pay on our platform by selecting the credit card option. 

After 3 login attempts with an incorrect password, your account will be locked for a duration of 30 minutes. Wait for this period and try to log in again afterwards.

1 - Click on Log in at the top right of the store page.
2 - Click on the next button :

3 - You will receive a password reset email (check your junk emails).

The password must meet the following conditions :
– 12 characters
– 1 Uppercase
– 1 Lowercase
– 1 Digit
– 1 Special character [@#$ % ? &* !]

Examples of passwords that would work well : ToyotaCorolla!2021 ou CélineDion1234$

4- Once the password is changed, log in to the site and voilà! You will now be able to place your order.

The system automatically sends you certain communications via email, such as: your order is awaiting confirmation, the confirmation of your order, a reminder for an abandoned cart in the store, a password recovery email. If you do not receive these emails, please check your spam or junk mail folders and look for an email from Odoo (our management system). You can then mark the contact as safe to receive all future communications directly in your inbox. 

Your data is collected, used, and disclosed in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA). To learn more about our  Privacy Policy.

For your part, you are responsible for ensuring the security of your personal information by using good practices such as :

• use a password manager;

• create a unique and complex password;

• make sure to keep your password confidential;

• regularly change your password.

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