Frequently Asked Questions

What are your preventive measures regarding COVID-19?

Our store on Avenue Mont-Royal continues to operate safely on a reduced schedule. We carefully follow the most recent recommendations and directives of the Public Health of the Government of Quebec.

Our preventive measures:

  1. MAXIMUM 5 customers in the shop
  2. Wearing a mask and hand washing at the entrance and in the changing rooms mandatory.
  3. Quarantine of tried-on shoes and clothing

Shop safely in store or on our online store. We offer in-store or drive-up pickup for purchases made on our website.

 

What are your return policies?

We offer the option of exchange or a credit note on items purchased in store or online in the10 days from the date of purchase.

Postal chargesfor exchanges of purchases made on theOnline Storeareassumed by the customer.

Youmust contact usto obtain a return number: montreal@pleinairentrepot.ca. Any item sent without a return number will be refused and sent back to the customer at their expense.

All products must be returned to Plein Air warehouse in perfect condition and meet these criteria:

  • Have the original labels
  • Be clean and undamaged: no unusual odor, dog hair, hair, stains, etc.
  • Not to have been worn

If the item (s) shipped does not meet these criteria, we reserve the right to refuse the exchange / credit. In this case, the product (s) will be returned at the customer's expense.

Please do not hesitate to contact us by email or phone with any questions regarding our exchange and return policy.

My product has worn out prematurely, is it guaranteed?

All products sold on the pleinairentrepot.ca online store are covered by a maximum one-year warranty offered by the manufacturers. Note that this warranty does not cover excessive wear and tear of the products and accidental breakage of the merchandise. We only offer a 90 day warranty on running shoes.

Do I have to take care of the warranty follow-up?

In the event that a warranty problem arises within the first year of purchase, the customer is responsible for shipping and returning costs to Plein Air Entrepôt. We will then assume the shipping and return costs between us and the manufacturer. We cannot assess the defect of the product in store; your product will be sent to the manufacturer for a repair, replacement or credit note.

If a warranty issue arises more than one year after purchasing the item, the customer is responsible for paying the cost of shipping and returning to the manufacturer. For more information on how to contact the manufacturers concerned, please contact our customer service at the following address: montreal@pleinairentrepot.ca

 

I have a gift card / credit note. When is the deadline to use it?

You have no deadline to use a credit or a gift card. In addition, you can use the sum in multiple purchases if you wish. The gift card can only be used in store for the moment.

 

Are all of your products displayed online?

No. We have a large inventory of products with new arrivals every week. We recommend that you call us or come to the store to find the product that best suits your needs. It will be our pleasure to advise you!