Frequently Asked Questions
Boutique in Montreal
Is the store open?
YES! The store is open every day!
What are the opening hours?
We welcome you in store according to our regular opening hours:
Monday to Friday from 10:00 a.m. to 6:00 p.m. and
Saturday and Sunday from 11:00 a.m. to 5:00 p.m.
What is the schedule for the holiday season?
2022 holiday schedule:
Until December 23 :
Monday to Friday - 10:00 a.m. to 6:00 p.m.
Saturday and Sunday - 11:00 a.m. to 5:00 p.m.
December 24 : 10:00 a.m. to 4:00 p.m.
The shop will be closed on December 25 and January 1.
December 26: 1:00 p.m. to 6:00 p.m.
As of December 27:
The boutique will be open according to the regular schedule.
Do you have protective measures in place?
In order to limit the risk of transmission of the virus, we have rearranged the shop to facilitate traffic and to be able to maintain a distance of 2 meters between each person.
Plexiglass panels are installed around the cash counter. We have also installed an air purifier in the store to circulate the air at all times and limit the suspension of droplets in the air.
Since you will disinfect your hands as soon as you enter the store, you will be able to touch the wool before buying it. Please limit touching to yarns you really consider buying and keep yarn away from your face.
Is wearing a mask compulsory?
No. Since May 14, 2022, the directives issued by the provincial government no longer require the wearing of face coverings in public places.
If you still wish to wear it is at your discretion and we will fully respect your choice, but it is no longer required to enter the store.
What are the forms of payment accepted?
During your visit to the store, we prefer contactless payments by debit card or credit card (Visa or Master Card).
If you prefer, you can also pay your bill in cash.
Can we order online?
Yes, the online store is accessible at all times right here . Online orders remain the preferred option if you want to avoid crowds and waiting.
What is the order processing time?
We usually process online orders within 24 hours of receiving them.
When are online orders prepared?
Orders will be prepared daily.
I am not comfortable with the Internet, is it possible to order by phone?
A consultant will be available to take your orders by phone at 514.521.9000 Monday to Friday from 10:00 a.m. to 6:00 p.m. and Saturday and Sunday from 11:00 a.m. to 5:00 p.m.
Sometimes the volume of calls is very high and we cannot answer the phone. We are sorry for this delay and encourage you to place your order online or try again later.
Pick up in store
Is it possible to pick up my order in store?
You can pick up your order at the store, Monday to Friday between 10:00 a.m. and 6:00 p.m. and Saturday and Sunday between 11:00 a.m. and 5:00 p.m.
Select the " LOCAL COLLECTION " option when placing the order. We'll email you when your order is ready for pickup.
When will I be notified that my order is ready for pickup?
You will receive an email when your order is ready to be picked up.
Please wait for this email and do not come until we have contacted you. Orders require a preparation time and we must take the time to process them according to their order of arrival.
Is it possible to pay by debit at reception?
Yes. Call the store at 514.521.9000 during opening hours and we will prepare your items that you can pay by debit and pick them up.
What are the order deadlines for Christmas?
The order deadline to receive your packages in time for Christmas everywhere in Quebec via Canada Post is Friday, December 16.
For orders delivered in the greater Montreal area, you have until Monday, December 19 to place your order and receive it before Christmas.
These dates have been provided to us by the various delivery services and unfortunately, once the packages are in their hands, any exceptional delays are beyond our control.
When are online orders sent?
Packages are picked up by delivery companies Monday through Friday.
What delivery methods are used?
In Montreal (check the eligibility of your postal code when placing the order), orders are sent by bike courier thanks to the athletes of Chasseurs Courrier.
In Quebec, delivery is provided by Courrier Plus or via ExpressPost from Canada Post, with a tracking number.
Elsewhere in Canada, we always send your orders with a tracking number via ExpressPost from Canada Post
Where are online orders sent from?
Online orders are prepared and sent from our store in Montreal. The prices are in Canadian dollars and you will never have to pay customs fees if you order from Canada.
What are the delivery costs?
Delivery is free for all orders of $65.00 or more (before taxes and discounts, if applicable).
Your order does not reach $65.00? We will send your package to you for a flat fee of $6.95 for local delivery and $9.95 for all other addresses in Canada, just as fast!
Do you offer the winding service in store?
It is always our pleasure to wind your skeins for you, free of charge, when you purchase them from us. However, in order to limit the time spent in the shop, it will not be possible for us to wind a large quantity of skeins while you wait. However, you can leave them with us and pick them up later.
Coiled skeins are final sale and cannot be exchanged.
Have your order prepared in advance!
Call us at 514.521.9000 to have your order prepared in advance (see Telephone purchases) for large quantities of skeins or leave your order with us and pick it up later.
Can skeins purchased online be wound?
If you're ordering online, don't hesitate to ask us to wind your skeins for you before sending them to the "Special Instructions" box in your basket, before checking out.
It is always our pleasure to wind your skeins for you, free of charge!
RETURNS AND EXCHANGES
Do you accept exchanges?
Exchanges offered on new , unused accessories in their original packaging , within 10 days of purchase.
Exchanges offered on leads in new , unused, unwound condition, with tags attached , and in resalable condition (no food or cigarette odors, no unidentified animal hair on label, etc) within 45 days of purchase.
Presentation of receipt (paper or electronic) with order # required.
Exchange or credit note only.
Final sale on items purchased on sale, house blends, books and magazines, yarns and accessories sold in bulk and skeins wound.
Return of Christmas gift purchases
2022 HOLIDAY EXCHANGE POLICY
All purchases made between December 1 and December 24, 2022 can be exchanged according to the usual terms of our exchange policy until January 10, 2023
Can I exchange items when I pick up my order in store?
If you change your mind between the time you placed your order and the time you pick it up, you can proceed to an exchange on the spot, according to our usual exchange methods.
Exchange or return of items purchased online
Items purchased online are subject to our returns policy.
If you change your mind or are not satisfied with your purchase, you can bring your purchases back to the store or return the items to us by mail within the prescribed time limits. Return postage costs are the buyer's responsibility.
When we receive your return package, we will issue a credit note corresponding to the total value of the returned items that we will send to you by email.
Do you sell gift cards?
Absolutely! You can get a gift card for the amount of your choice, in store or online !
Do gift cards have an expiration date?
No. Under applicable provincial law, gift cards do not have an expiration date.
Can gift cards be used online?
Yes. Gift cards, regardless of whether they are purchased in-store or online, can be redeemed in person or in the online store and are applicable to all of your purchases.
COURSES AND WORKSHOPS
Do you offer lessons at the moment?
Classes are slowly returning to the store!
You can register right here: https://labobineuse.com/collections/cours or by going to the store.
Hurry, places are very limited!
Do you offer breakdown services?
When the traffic in the store allows it, we are happy to give you a hand with your project, to understand a piece of pattern or to recover a small fallen stitch.
However, if you need our dedicated attention for several minutes, feel free to sign up for a private lesson!