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Customer service


At Mimi & August, your satisfaction is our priority.

F.A.Q. (general informations)


Do you have a store?

Yes! It's actually a showroom store located in Montreal’s Old Port (Qc, Canada). It is connected to our workshop so you can purchase the product you have been eyeing online. You can also pick up your order and get a glimpse of our team in action behind the scenes.

110 McGill suite 202, Montreal, QC, H2Y 2E5, Canada.
At the door press  6  and wait for us to unlock the door

Hours
Mon - Closed
Tue - Fri - 11h - 18h
Sat - Sun - 11h - 17h

One of your products is no longer available online, is it available at your showroom?
The inventory available at the showroom is the same as the one online. Therefore, when a product is out of stock online, it is also unavailable at the workshop/showroom.

Can you customize a garment for me?
Unfortunately, due to time limitations and quantity, we do not take any custom order. We apologize for any inconvenience and we value each customer’s feedback. Feel free to send us your suggestions.

Do you offer gift wrapping?
Yes, we do! Each order is neatly wrapped before it is dispatched. If you want to place an order for a gift, we can arrange to send the parcel directly to the recipient’s address and include a customized message inside. Feel free to contact us and we will be happy to help.


Will you restock items that are currently out of stock?
Unfortunately, our products are offered in limited quantities and we cannot guarantee that a certain style will be restocked once it is no longer available. When we restock a style, we usually announce it on social networks or via our newsletter. You can also choose the « Email me when available » option on the product’s page so you can receive an email as soon as the product comes back (if it comes back). 


I would like to collaborate/interview/work with you, how can we get in touch? 
We would love to connect with you! Send us a mail at info@mimihammer.com or contact us here.


Change of terms and conditions

Mimi & August reserves the right to modify its website, terms and conditions of sale and prices at any time, without notice.

SHIPPING COST


Important informations:

  • Orders are generally processed and shipped within 3 business days from our Montreal workshop.
  • Mimi & August is not responsible for delays that might be caused by the carrier. Once the parcels leave our workshop, they become the carrier's responsibility.
  • Please make sure to enter your shipping information correctly at checkout. If your shipping address is incorrect or incomplete, your parcel will be lost. If the parcel is returned to us, you will have to pay the shipping fees again to receive it.
  • Please note that Canada Post or other carriers do not deliver during weekends. Orders are delivered only on business days.
  • Delivery, handling and custom charges are non-refundable.
     

How much does shipping cost?

Canada
Standard $7 / FREE (Orders over $50 before taxes)
(2-6 business days)

Express $25
(1-2 business days)


United States
Standard $5
(2-7- business days)

Express delivery $20
(2-4 business days)


International
Standard  $12
Express $40

A tracking number will be provided once your parcel has shipped.  Delivery time is not guaranteed. The delay  may vary depending on the parcel’s destination. If you need your order for a specific date, please email us with your Zip Code at info@mimihammer.com


Montreal
We work with a bicycle delivery company for most orders shipped to Montreal. For more informations, refer to the "Bicycle Delivery" section below.

Where do you ship?
We deliver everywhere around the world*, from our workshop located in Montreal.

* Customs fees may apply depending on the country. We are not responsible for customs fees to be paid upon receipt of the order.

When can I expect my package to arrive?
Once you have completed your order, it can take up to 3 business days for your purchase to be wrapped and shipped. The orders are processed from our workshop in Montreal. Delivery times may vary depending on the parcel’s destination.

How do I know the exact location of my package?
It is possible to trace your package. The tracking number should be in the order confirmation email.

Can I pick up my package directly at the workshop?
Yes, you can! At checkout, select the option « PICK UP » as delivery method. Once you have completed your purchase, it may take up to 3 business days for your order to be processed and ready to be picked up. 

Hours:
Mon-Closed / Tue-Fri 11h - 18h / Sat-Sun 11h - 17h

Address:
110 McGill suite 202, Montreal, QC, H2Y 2E5, Canada.
At the door press 6 and wait for us to unlock the door

Please note that you must pick up your order within 30 days after you receive the ready-to-be-picked-up email or your order will be canceled without refund or possible exchange.

Customs fees
If you select the international delivery, customs fees may apply depending on your order’s final destination. We are not responsible for customs fees to be paid upon receipt of your order.

Bicycle Delivery (Montreal only)
We use a bicycle delivery company’ services for most orders shipped to Montreal. Delivery times vary between 1 or 2 business days after the parcel is shipped. 


Wrong or incomplete delivery address
Please make sure you enter your shipping information correctly when you pay. If your shipping address is incorrect or incomplete, your parcel will be returned to us and you will have to pay the shipping costs again to receive it.

 
I chose the « Pick up at the store » delivery option by mistake, is it possible to get my parcel delivered?
Yes. Please contact us at info@mimihammer.com . We will send you an invoice to pay the shipping costs. Once these charges are paid, your package will be shipped.

RETURNS AND EXCHANGES


Do return or exchange policies apply to all items?
Only regular priced items can be refunded or exchanged. Unfortunately, items on sale are final sales. Also, for hygiene reasons, caps and underwears are not elligible for either return or exchange. 

What is the deadline for an exchange or a return?
Our policy is for 15 days. When 15 days have elapsed since the receipt of your package, we unfortunately no longer offer refund or exchange. Please note that the delay to make another return or exchange becomes 5 days if you have already made a first exchange on your order.

In what condition should I return the item to be eligible for return or exchange?
To be eligible for a return or exchange, your item must be returned to us in its original condition - not worn, with all labels in place.
In order to complete the return, we also need a receipt or proof of purchase (please insert it inside your package of return).


However, please consider the following terms:

  • Swimwear: the hygienic protection sticker must be intact.
  • Underwear: final sale.

We reserve the right to refuse a product's exchange or refund for reasons of hygiene or if the product appears to have been damaged by the customer.
Items that have been washed or worn cannot be returned or exchanged. All products will be inspected upon receipt.


Will these shipping costs for the item’s return will be refunded?
Unfortunately, we do not refund the delivery costs for refunds or exchanges.

What are the steps to exchange or refund an item?

  1. Please contact us at info@mimihammer.com with your name, your order number, the product purchased, the size and the reason of return.
  2. Following our answer, you have two options:

Send the product back by mail
To do so, send the product to the following address :
110 McGill, suite 301
Montreal, Qc, H2Y 2E5
CANADA

Come to our workshop
Exchange or return the item in person to our boutique located at the address indicated above. 

Address: 
110 McGill suite 202, Montreal, QC, H2Y 2E5, Canada.
At the door press 6 and wait for us to unlock the door
Hours: 

Mon-Closed / Tue-Fri 11h - 18h / Sat-Sun 11h - 17h

  1. Once the return is done and the item is inspected, we will send you an email stating the acceptance or rejection of your refund/exchange request. If your application is approved, we will proceed to the refund/exchange.
    If we proceed to a refund, the credit will automatically be applied on your credit card or original method of payment.
    We reserve the right to refuse an exchange or a refund due to hygiene reasons or if the product appears to have been damaged by the customer.

 

What will happen if my item is damaged or defective?
If you receive a damaged or defective item, please contact us as soon as possible and we will assist you for the exchange or refund procedures.
Please reach out to us within 15 days after receiving your order - otherwise it will be impossible to proceed to an exchange or a refund.

Is the inventory still up to date on the online store?
We try to keep our inventory up to date. However, inventory errors may occur and some products may no longer be available.
If you order a product that is no longer available, we will notify you and offer you an exchange or a refund.

Is the inventory online the same as at the showroom’s?
Yes, the inventory is the same. When an item is no longer available online it means that it is out of stock for an indefinite period at the showroom too.

When will I receive the money for my return?
If your application is approved, we will proceed to a refund and a credit will be automatically applied to your credit card or the original method of payment, within 3 to 7 days.

What should I do if do not receive my refund?
If you still have not received the refund, please check your bank account again. Subsequently, contact your credit card company; refund may take 3 to 7 business days before appearing officially in your account.
If you have gone through all these steps and still have not received the refund, please contact us at info@mimihammer.com.

Where and when can I contact customer service for more information?
You can contact us at info@mimihammer.com ; or by Facebook messenger : here . Please note that our customer service is open from Monday to Friday, from 10 am to 6 pm.

PAYMENT


What payment methods are available?

We have the following payment methods: Visa, Mastercard, JCB, American Express, Discover, Paypal, Apple Pay and Gift Cards.

Can I combine two promotions in the same purchase?
No, only one promotion is accepted per purchase. Student codes or coupons cannot be combined with any other promotions.

Why is my credit card denied?
Your credit card may be refused for any of the following reasons:

  • The following error code appears : zip code does not match billing address . This means the billing address must be the same as the one on your credit card statement. (If the problem persists, check your address again on your credit card statement - there may be a bank error with your address.)

  • Your card has expired. Check your card’s expiration date.

  • You may have reached the limit of your credit card. Check with your bank what is the authorized amount of your card.

  • One of the data you entered may be incorrect. Verify you have entered the data correctly in the corresponding fields.

Are payments secure?
Yes, the data is transmitted encrypted by SSL.

GIFT CARD


Where can I buy a Mimi & August gift card?

You can get a gift card online or directly at our workshop.


Where can I use the gift card?

You can use it at our workshop and at mimiandaugust.com. In order to use your gift card online, enter the gift card code at checkout, in the corresponding field.


Is there an expiry date on gift cards?

No, our gift cards do not have an expiration date.


What happens if I lose my gift card?
The card will not be replaced by Mimi & August in case of theft, loss or deterioration.

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