FAQ

Are all in-store products available online?

No. Our website features a wide selection of products, but not all inventory available in-store is necessarily available online. Some items may only be in-stock in-store (limited quantities, seasonal items, clearance items).

However, all products displayed online are available in store, except in the event of local stock shortages.

Are online prices the same as in-store prices?

Yes, we operate a price parity policy: the prices displayed on our website and in store are the same.

If you notice a discrepancy, please contact us : we will confirm the exact price and correct any errors, if necessary. Please note, however, that some local clearances or exclusive promotions may only be available in store.

I saw an article online that no longer appears. What happened?

When a product disappears from our site, it generally means that:

• it was removed due to seasonality (e.g. Christmas items, summer collections);
• or it is a discontinued product that we will no longer receive.

Can I order an item that is not online?

Basically, only products visible on our site can be ordered online.

However, if you have spotted an item in store and would like it delivered to you, please contact our customer service . Depending on the product and the branch, we can check availability and arrange a custom order with shipping.

Can I be notified when a product is out of stock?

Yes! On each out-of-stock product page, you will find an option to “Subscribe to receive notifications when products are back in stock.”

By subscribing, you will automatically receive an email notification as soon as the item is available again.

What payment methods do you accept?

We accept all major payment methods: Visa, MasterCard, American Express, and PayPal. You can also use your Eugène Allard (web) gift cards to pay for your online purchases.

For more flexibility, we also offer:

• Sezzle and Klarna → pay in 4 installments with no fees;
• PayPlan by RBC → to finance your larger purchases with a tailored monthly payment plan.

What are Sezzle and Klarna?

Sezzle and Klarna are payment solutions that allow you to split your purchase into four equal, fee-free installments, automatically debited every two weeks. It's a simple and flexible way to spread out your spending without interest or impacting your credit score.

What is PayPlan by RBC?

PayPlan by RBC is a financing option offered in partnership with RBC. It allows you to convert your purchases into fixed monthly payments, typically over a period of 12 to 24 months. You receive an instant response upon payment and can manage your plan directly through RBC.

Can I pay with a gift card in store and online?

Online, only Eugène Allard web gift cards are accepted. If you have a physical card purchased in-store, contact us : we can convert it into a virtual card so you can use it on our website.

Can I use multiple payment methods for the same order?

No. It is not possible to combine two primary payment methods on the same order (for example, two credit cards, or one credit card with PayPlan financing).

However, if you would like to use PayPlan and top up the balance with a credit card, please contact us so we can check the possible options.

The only exception is gift cards: you can pay for part of your purchase with a Eugène Allard gift card, then pay the rest with a credit card or PayPal.

Is it safe to pay on your site?

Yes. All transactions on eugeneallard.com are protected by SSL (Secure Socket Layer) technology, which ensures the confidentiality of your data. Your card information is never stored on our servers.

Do I need to create an account to buy online?

No. You can complete your purchases as a guest. However, creating a customer account allows you to:

• save your details for future purchases;
• easily track your orders;
• manage your addresses and payment cards;
• receive suggestions and promotions tailored to your interests.

Where can I buy a Eugène Allard gift card?

Our gift cards are available:

• online (in the form of a virtual card sent by email, usable only on our website);
• in all our branches (physical card, usable only in store).

Can I use a gift card online?

Yes, but only web gift cards.

If you have a physical card purchased in-store and would like to use it on our site, please contact our customer service : we can convert it into a virtual card that can be used online.

I lost my email containing my gift card, what can I do?

Don't worry! Email us with the email address you used when you made your purchase. Our team will verify the information and resend you a copy of your gift card.

How do I check my gift card balance?

• Gift card purchased in-store (physical): Call the branch directly to check the balance.
• Web (virtual) gift card: Contact our customer service by email, indicating the address used for the purchase, and we will confirm the remaining balance.

Can I send a gift card as a gift to someone with a personalized message?

Yes! On the gift card product page, select the "I want to send this as a gift" option. You can then enter the recipient's name, email address, your personalized message, and the desired delivery date. The gift card will be automatically sent to them according to your preferences.

Can I use a gift card to pay for part of my order?

Yes. You can pay for part of your purchase with a Eugène Allard gift card, then pay the remaining amount with another payment method (credit card or PayPal).

Is there an expiration date on gift cards?

No. Eugène Allard gift cards have no expiration date and can be used at any time, in one or more transactions.

Can I reload a gift card?

No. Eugène Allard gift cards cannot be reloaded once the balance has been used. However, you can purchase a new card at any time.

Can I return or exchange a gift card?

No. Gift cards are non-refundable and non-exchangeable products.

What are your delivery times?

We typically process and ship orders within 1-2 business days. Canada Post then takes an average of 3-5 business days for delivery. During periods of high demand (promotions, holidays, special events), additional time may apply.

A tracking number will be sent to you by email as soon as your order is shipped.

What happens if Canada Post goes on strike?

In the event of a strike or service interruption at Canada Post, your orders will be shipped with our alternative carrier GLS to ensure continuous deliveries.

What are the delivery costs to Canada?

• Free delivery for all orders of $95 or more (before taxes);
• $10 fixed fee for any order under $95 (before taxes).

Some exceptions may apply depending on weight, volume or destination.

Do you offer local delivery?

Yes. Local delivery is available within a 55 km radius of Chicoutimi, with a delivery time of 24 to 48 hours (business days).

Can I pick up my order in store?

Yes, the in-store pickup option is currently only available at our Chicoutimi branch.

When checking out, select the "In-Store Pickup" option. You will receive a confirmation email as soon as your order is ready. Photo ID will be required upon pickup.

Can I pick up my order at any store?

Currently, the in-store pickup option is only available in Chicoutimi.

If you would like to pick up an item from another branch, we recommend checking inventory directly on the product page for that store and contacting the branch team to place the item on hold.

Do you ship to the United States?

Not at this time. In 2025, cross-border shipments to the United States will require more stringent customs formalities, including detailed information about package contents, compliance with security standards, and sometimes unpredictable additional fees.

These constraints result in extended delivery times and high costs, which prevent us from providing a reliable and cost-effective service to our customers.

However, we are working on solutions to make this service available in the future.

Can I return or exchange a product?

Yes, according to our return policy.

• Online orders can be refunded or exchanged in-store, but the reverse is not possible (an in-store purchase cannot be refunded or exchanged online).
• If you placed an order online and would like to request an exchange or refund, please contact us by email or via our online chat during business hours.

Products must be returned in their original condition, accompanied by the invoice.

What are the deadlines for making a return?

You have 30 days from the date of purchase (or receipt of your online order) to make a return or exchange. After this period, only recourse against the manufacturer (warranty) is possible.

What items cannot be returned?

For hygiene and safety reasons, certain items cannot be returned or exchanged:

• food products,
• final clearance items,
• gift cards,
• personalized products (e.g. engravings).

How do I return a purchase made online?

You can :

• bring it directly to one of our Eugène Allard branches;
• or contact our customer service to receive instructions for a return by mail.

Is there a fee for returning by mail?

Yes. Returns made by mail incur a flat fee of $10, unless the return is due to an error on our part or a defective product. In this case, Eugène Allard will cover the costs.

Can I cancel my order?

Yes, as long as your order has not been shipped. Contact us as soon as possible by email or via our online chat.

Once the package has been shipped, it will be necessary to proceed with a return according to our policy.

What if my order is damaged or incorrect?

If you receive a damaged, defective, or incorrect product, please contact us immediately upon receipt, including a photo of the product and the purchase order. We will arrange a replacement or refund promptly.

Can I apply a promotion after my purchase?

No. Promotions must be applied at the time of purchase and cannot be added retroactively.

However, if you forgot to enter a promo code when ordering and the purchase has just been made, please contact us promptly. An exception may be made depending on the circumstances.

What is the warranty on your products?

Our products are guaranteed for 30 days in-store. After this period, after-sales service is provided directly by the manufacturer, according to their terms and conditions.

Exceptions: For Jura, Philips and DeLonghi coffee machines, contact us directly: we will guide you through the appropriate procedure (repairs, maintenance).

How do I make a warranty claim?

• In store: bring the product with your receipt.
• Online: Contact our customer service with your order number and photos of the product.
  We will tell you the steps to follow (return to store, collection by the manufacturer, etc.).

Which products are not covered by the warranty?

Guarantees do not apply:

• to damage caused by misuse or lack of maintenance;
• to final clearance products;
• to consumable items.

What should I do if my product arrives damaged?

If an item is delivered damaged, contact us immediately with photos at contact@eugeneallard.com
We will arrange a replacement or refund, depending on the situation.

Can I buy spare parts or accessories?

We do not typically keep spare parts in stock. For this type of need, we generally recommend contacting the manufacturer directly.

For accessories (carafes, filters, cups, etc.), you can visit the brand page on our website to see what we offer, or contact us if you need help finding the right product.

What services do you offer in store?

We offer several specialized services to enhance your in-store experience.

• Knife sharpening (Laval and Saint-Hubert): improves cutting quality and extends the life of your blades (chef, santoku, paring, etc.).
• Knife Engraving (Chicoutimi): Available exclusively on Cuisine::pro – The Custom Chef™ knives. Engraving can be ordered directly in-store or online. It is performed in Chicoutimi, and your personalized knives can then be shipped directly to your home.
• Coffee grinding (Chicoutimi): grinding adapted to your type of machine (espresso, filter, French press). This service is offered free of charge when you purchase your coffee beans.
• Coffee tasting (all our branches): discover our different beans, roasting profiles and benefit from the advice of our specialists, simply by asking in store.

How much does knife sharpening service cost?

Prices are $1.50 for small knives, $2.75 for medium knives, and $3.50 for large knives.

Important: We recommend calling ahead, as only certain employees are trained for this service. If these people are not available, sharpening will have to wait.

Can I have anything other than knives engraved?

No. Engraving is reserved exclusively for knives in the Cuisine::pro – The Custom Chef™ range.

What is The Custom Chef™ experience?

Available in-store, Cuisine::pro's THE CUSTOM CHEF™ experience celebrates craftsmanship and culinary innovation. It features premium knives forged from the finest Japanese and German steels. Each piece embodies the perfect balance of performance, durability, and aesthetics, transforming every moment in the kitchen into a truly inspiring experience.

What is The Cook Shop™ experience?

Available in all our stores, The Cook Shop™ offers an exclusive selection of kitchen utensils and accessories that combine functionality, quality, and design. You'll find everything you need to cook like a chef at home, with personalized support from our advisors.

Can I bring my own coffee beans to be ground?

Free grinding is only offered for coffees purchased from Eugène Allard.

If you bring your own beans, fees may apply or service may not be available.