How long has Victoire been around for?
Victoire first opened in 2006. For over fifteen years, we've been a leader in representing Canadian-made clothing and jewelry.
Do you have a retail store as well?
Yes, we have one retail store in Ottawa's Wellington Village located at 1282B Wellington Street West. We also do pop-up shops every few months in Toronto.
How do you vet your brands?
We prioritize local and Canadian-made designers that align with our aesthetics, ethics and customers. We've been with many of our staple clothing brands since the early days of Victoire, but we're always on the lookout for new, independent makers.
Where do you ship to?
We ship everywhere in the world! Shipping costs will apply and will be added at checkout. All international orders may be subject to taxes and duties. These fees are charged by your government and are entirely separate from any shipping fees.
How does the free shipping work?
All orders over $150 placed within Canada are eligible for free shipping, which automatically applies at checkout.
When will I receive my order?
We ship out packages multiple times a week, usually within 3 business days. On rare occasions, shipments may take longer than 3 days to ship out, but you will be notified by email if that is the case. We do our best to estimate shipping times, but sometimes packages can be held up by a variety of factors. Therefore, these are approximate shipping times, but are pretty darn close.
Canada: 1-2 days for Ontario and Quebec, 1-2 weeks for anything further.
USA: 1-2 weeks for East Coast and Central, 2-3 weeks for West Coast.
International: 2-8 weeks. UK packages are the fastest to arrive, usually arriving in about 1 week. Australia is the longest, taking up to 8 weeks, but usually around 4.
Delivery to many countries depends on the host country's postal system and varies greatly within the 2-8 week time frame.
How do I track my order?
Most orders come with a tracking number through Canada Post. The tracking number is created and e-mailed to you when the shipping label is printed, but it may take up to 48 hours to become active (as this only happens once the package is actually picked up and scanned by our postie Mark!) You can track your package by clicking the link in your e-mail.
How long does it take you to pack orders?
We pack orders every day! Depending on the volume of orders, it can take up to three days to process. If you select in-store pick-up as your shipping method, please wait until we e-mail you that it's ready for pick-up.
Returns & Exchanges
What is your return & exchange policy?
For online orders, we happily offer refunds, including all sale merchandise. Simply email us to notify us of the issue within 1 week of receiving the item, ship it back to us with tags attached, and send us the tracking number of the returned parcel within 10 days of initially receiving the package.
If you are exchanging your return for another size or store credit, we are more than happy to send you a pre-paid shipping label to send it back to us (Canadian orders only). If you are returning your order for a refund, we ask that you cover the cost of shipping the item back to us. Once we receive the return we will issue the store credit or refund. Refunds should show up in your account in 3-5 business days.
If shipping items back to us from the U.S., you MUST use U.S Postal Service and select "Returned Goods". Failure to do so may result in fees for duty charges for items shipped back to us. FedEx and UPS consistently charge us duties to receive our own stock back, so PLEASE do not ship with them. If you do make the very risky choice of shipping with FedEx or UPS, you MUST use this exact language in the reason for return: "warrantyreturn/replacement/Canada goods return". Failure to do so will result in fees.
We also offer refunds on all merchandise damaged in the post, although we will do everything in our power to ensure your item is packaged properly to arrive safely. If you do receive a package with a damaged item please take a photo of both the damaged item and the damaged packaging it came in. This is necessary to make the insurance claim.
Items purchased in store, however, are not eligible for refunds as there has been the opportunity to touch, feel and try on the garment. Still, we are happy to accept returns for exchange or store credit within 14 days of purchase with receipt and tags attached.
Will you provide the return slip?
If you are exchanging your return for another size or store credit, we are more than happy to send you a pre-paid shipping label to send it back to us (Canadian orders only). If you are returning your order for a refund, we ask that you cover the cost of shipping the item back to us.
If returning your order from the US, PLEASE ship via USPS, otherwise we get charged duties for the item to return to us, which sucks.
Do I return it directly to the brand?
No, please send all returns and exchanges directly to our store at 1282 B Wellington St. West.
I Want Victoire To Carry My Product
What is the best way to work with your team?
If you think that your product is a good fit for Victoire, please send us an email. Due to a high number of inquiries, we are only able to respond to requests that align with our aesthetics, mission and ethics.
What is the process like?
If we've replied to your inquiry e-mail, we will send you our designer agreement that goes into more detail about selling with us before we start carrying your products.
Do you do consignment?
Yes, we do consignment for a variety of brands. For more information, please send us an email.
Shopping Our Site
I'm unsure of what size I wear in some of your brands. How do I find this information?
Since we carry so many brands, sizing can vary between them. Each product listing contains a size chart for that specific brand, which you can consult for fit guidance. We are also more than happy to send you personalized advice over email. We can take measurements of garments and even try on pieces for you to give our best estimates and help you find your perfect fit!
I saw a product on your Instagram but can't find it online. How do I buy it?
We post a lot of incoming products on Instagram, as well as items we just recieved in-store but aren't yet listed online. If you saw something on Instagram that piqued your interest, send us an email so we can send you more pictures and answer any questions you have.
Can I purchase something online and pick it up at your store?
Yes! If you're in Ottawa, you can select "Free In-Store Pick-Up" at check-out to avoid any shipping fees.
Do you do price adjustments on sale items?
If you placed an order within 5 days of an item going on sale and you purchased it at its original price, we can issue you a price difference in the form of store credit. We cannot offer further markdowns on sale merchandise.
Can you gift wrap online orders?
All of our online orders come gift wrapped in our signature teal tissue paper. If you'd like to add a special note to a gift order, send us an email with your message and we'll make sure to include it in the package for you.