espace client

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By creating your account you will have access to your order history, you will have the option to choose multiple delivery addresses and will also be able to locate an order easily.

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Policies

SHIPPING POLICY

Orders are processed on open business days only (Monday to Friday).  Order processing times can vary between 1-4 business days. Once the shipment had been picked up from our warehouse it should be delivered within 5-10 business days to Canada or the US depending upon the region and shipping destination. Clients will be notified in the case of any additional delays.

BACK ORDER

We strive to have our products ready for delivery at the soonest possible time.  If the item ordered is delayed for any reason our service department will send an email notifying you of this.

PRE-ORDER

Items on pre-order will become available around the same time as orders are being sent to boutiques.  If you would like to know approximately when the items you pre-ordered will be sent please contact us and we would be happy to tell you when we expect the items to be in stock.

MADE TO ORDER

Made to order means, we don’t have the item already in stock but we still have fabric and can custom make the item for you.  This process could take between 1 week to max. 1 month depending on how busy our workshop is.  Please contact us if you would like to know more specifically how long the item or items you ordered will take to be made.

SHIPPING FEES

Shipping fees are fixed and are determined according to the destination address and not the merchandise weight.  Our fixed shipping fees are as follows:

  • Québec : $15
  • Ontario : $15
  • Rest of Canada : $25
  • United States : $35
  • International : $60

*Estimated delivery time: 5-10 business days. (Time depends upon region and shipping destination)
**Purchases will be sent to the delivery address specified in the order, meaning that you may ship to an address other than the billing address.
***Once the parcel has been shipped you are responsible for pick-up at a postal outlet if required. If the parcel is not claimed at a postal outlet and is returned to us, penalties and shipping charges will apply.
**** If you wish to have the tracking link/number of your shipment please contacts us at (info@evegravel.com) so we can send it to you.
***** All customs charges for international shipments are the responsibility of the customer.
******A personal identification number is required for all shipments outside of Canada. This number will remain confidential and will only be divulged as required by customs to ensure parcel shipment.

RETURN POLICY

If you would like to return an item you ordered for the following reasons (wrong size, wrong item, or satisfaction issues), simply contact us and return it within 7 days after receiving to arrange for an exchange or a credit, case dependent. Please note that no refund will be issued.

Any items purchased from our independent stores can not be exchanged for a credit note from us directly.  Please contact the store you bought the item from for any exchange or refund requests.

Contact us as soon as possible by email (info@evegravel.com ) to facilitate the return process. Please include your name, invoice number and the reason of the return. Upon reception of a return authorization number, you may return the merchandise.

Credit or exchange will be processed within 3-5 business days upon reception of the merchandise at the Eve Gravel workshop. Please note that shipping fees are not refundable. The client is responsible for all costs related to returned merchandise transportation, except in the case of a mistake on our part. In that case, a credit note to cover the entire cost of shipping will be issued.

Our credit notes have no expiry date, you are free to use them whenever you want, on the item (s) of your choice.

Every item is carefully inspected before shipping. Items cannot be returned if worn (except for fitting), damaged, or if labels have been removed. They must be returned in a suitable condition for resale.

Important: Our customer service department will reply to all requests within 3 business days with instructions about our returns and exchange policy. If you have not received a reply within 3 business days of your request or if you have any other questions regarding your return, please contact us at info@evegravel.com or 514-490-4250.

PRIVACY POLICY

The Privacy Policy below applies to products and services provided exclusively by : evegravel.com, 5425 avenue Casgrain #801A, Montréal, H2T 1X6, Québec, Canada. In the following Privacy Policy, “we”, “us”, “our”, and “website” refer to evegravel.com. All the information you provide on evegravel.com is kept strictly confidential. Personal data collected and treated by evegravel.com are used only in matters related to website usage, services and purchase transactions. Your personal information will not be shared with third parties for unlawful purposes or without your consent. An anonymous interaction follow-up may be shared with third parties. evegravel.com may use your personal info, with your consent, for email-based direct marketing purposes, to send you updates on new products, special offers, and special events. If you do not wish to receive our communications, simply click on the button “Unsubscribe from newsletter” included in all the emails evegravel.com or sends to its customers or email us at info@evegravel.com to ask us to cross off your email address from our mailing list. To protect your personal and sensitive information (credit card number and expiry date), we have implemented an SSL (Secure Socket Layer) system. To make sure that you have accessed a secured (i.e. SSL encryption technology-protected) page, check that its URL begins with the letters “https”.

TERMS AND CONDITIONS

evegravel.com content, including but not limited to images, photos, dialogues, drawings, figures and logos, in whatever form, published on evegravel.com, including but not limited to evegravel.com menus, web pages, graphic design, color schemes, screens, instruments, website fonts and design, diagrams, layouts, methods, processes and functionalities, are protected by copyright and any other applicable intellectual ownership right of evegravel.com. Reproduction in full or part, of any kind, of evegravel.com and its content is strictly prohibited unless prior written consent is granted by evegravel.com.

LIMITATION OF LIABILITY

In using this website, you are responsible for the quality and proper operation of the IT material you use to navigate on evegravel.com. evegravel.com cannot, in any case, be liable for any form of damages related to the use of its website.

COMMUNICATIONS

evegravel.com is engaged in constantly improving the performance of its customer service. We welcome any comments, suggestions and ideas you may have to help us in that regard.

Subscribers to our newsletter may receive questionnaires and invitations to contests and offers. All personal information collected through these communications will become the property of evegravel.com.

MODIFICATIONS AND UPDATES

evegravel.com can change or update these customer service policies, in full or in part, without prior notice. Users will be notified of such modifications and updates. We recommend that you periodically review this page to be aware of our latest policies. evegravel.com policy details published on this page supersede all previous communications.

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