FAQ

SUZY SHIER & LE CHÂTEAU

What is the relationship between Suzy and Le Chateau? I noticed that there are now 2 parts to the website, one for Suzy and one for Le Chateau. Do Suzy Shier stores also carry Le Chateau products?

In July 2021, Suzy's Inc acquired Le Chateau, the iconic Canadian legacy brand. Suzy's Inc. saw a great opportunity to offer Suzy customers a complimentary collection to its daywear, workwear and weekend wear with a gorgeous selection of women’s dresses, shoes, bags and jewellery. From chic and sophisticated to sexy and sultry, the Le Chateau collection has the perfect dress for any event. Two amazing Canadian brands, with one easy checkout. 

Can I order online and pick up my order in store, even in a store that doesn’t carry Le Chateau products?

Yes! All orders can be picked up in any of our stores across Canada for free, even if they don't carry Le Chateau products. Just choose the SHIP TO STORE option at checkout. Find more information on SHIP TO STORE here.

I have a Prestige Card that gives me an extra 10% off on all Suzy products. Do I get this discount on Le Chateau products as well?

Definitely. Just make sure to enter your Prestige card number at checkout or have it automatically applied once you've logged into your account. Please note that Prestige cards are currently branded Suzy Shier and do not have the Le Chateau logo on them. We should have Prestige cards branded with both some time next year. Buy a Prestige card here.

Now that Le Chateau is part of Suzy's Inc, can I use a Suzy gift card to buy Le Chateau products?

Absolutely! And even better, you can checkout with products from both brands in one transaction. Please note that gift cards are currently branded Suzy Shier and do not have the Le Chateau logo on them. We should have gift cards branded with both some time next year. Buy a gift card here.

I have a gift card or credit note from Le Chateau. Can I use it to buy Le Chateau products on your site? 

Le Chateau is now under new ownership and is responsible only for activity beginning with its new operations November 2021 so your old Le Chateau gift cards and/or credit note can not be used. Please contact customerservice@lechateau.com  for more information. 

Does Le Chateau have dresses to fit curvy girls?

The new Le Chateau dress collection was designed with the Le Chateau customer in mind and has similar sizing specifications to the Le Chateau dresses you know and love. Most Le Chateau dresses are offered up to size XXL, equivalent to a size 18. For more specific sizing information, please check out our size chart.

Please note that Le Chateau dresses run slightly smaller than Suzy dresses.

I usually go to a Suzy store to return or exchange product(s) from my online orders. Can I do the same for my Le Chateau products?

Le Chateau women’s products can be returned in-store at Suzy / Le Chateau combo locations (As of April 21, 2022). Le Chateau men’s products can only be returned to our warehouse using our easy and convenient ONLINE RETURNS CENTRE here 

Find more information about our returns and exchanges policy here.

REGISTRATION

Do I need to register before I place an order?
No, you do not need to register before placing an order. However, creating an account makes checking out easier for future purchases You may check out as a Guest and will have the opportunity to create an account when you are finished your order.

How do I register?

To register, please click here.

Why should I register?

Registering is fast, free and easy! Here are the benefits:

1. You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.
2. You can browse, shop and complete your order at a later time. The items that are placed in your Shopping Cart will be saved so when you come back later, you will not have to search for and re-select the items again.

Please note: Placing your items in the Shopping Cart does not guarantee availability of your items at time of checkout.

How do I change the details of my account?

You can change your account information by visiting “My Account” in the top navigation and then selecting “Account Information” from the sidebar menu. To change your address, click “Address Book” and select “Change Billing/Shipping Address”. You can also control your Newsletter Subscription under “Newsletter Subscriptions” and by checking the box next to general subscription and selecting “Save”.

ORDERS

What methods of payment do you accept?

We accept payment by credit card (Visa, Mastercard, American Express, Discover, Diners Club), Visa Debit, Mastercard Debit, and Paypal. Please note that we now also offer Klarna for applicable purchases. For more information, click here.  

Do you restock items that are sold out?

We occasionally restock some of our items. Subscribe to our newsletter to get updated information. You may also contact your local store to check availability. For the store locator, please visit here.

Can I modify or cancel my order?

Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has been placed.

How do I check the status of my order?

To check the status of your order, click on “My Account” and then “My Orders”. Select the order you wish to view by clicking “View Order” on the right side beside the order information. At the top of the page, you will see “About This Order:” followed by “Order Information”, “Invoices” and “Shipments”. As updates become available, you will be able to view the details pertaining to your order.

Why is an item that I ordered listed as “Refunded” or “Cancelled” on my invoice?

While we make every effort to fulfill your entire order, occasionally, we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to out of stock merchandise, you will receive a cancellation e-mail and will be refunded for unshipped item(s).

SHIPPING

For more information regarding the Canada Post Strike, click here.

What shipping options can I choose from?

Please visit our shipping page here.

What countries do you ship to?

At this time we currently only ship to Canada and the US.

How can I track my order?

You can track your order by clicking through the link in your shipping confirmation email. You can also log into your account and then go to your order history.

I live in the US, what fees or duties will I be charged?

For US orders, USPS will charge the recipient all applicable duty, taxes, and/or brokerage fees in the local currency at the time of delivery. All taxes, duties and customs fees are the responsibility of the person who receives the package. Please contact your local post office or carrier for information on the method of payment accepted for the duties, taxes and other fees collected upon delivery. Unfortunately, we cannot provide the amount that these fees will be before your order is delivered.

One of my items was shipped damaged, what do I do?

If your merchandise arrived damaged, please email customerservice@suzyshier.ca for any damaged Suzy products and customerservice@lechateau.com  for any damaged Le Chateau products and we will assist you as quickly as possible.

There is an error in the shipping address that I provided, what do I do?

Please email customerservice@suzyshier.ca as soon as possible if you made an error in your shipping address.

Please note: We will only be able to edit your shipping address before your order has shipped.

My tracking number shows that my item should have been delivered by now but I haven’t received it. What do I do?

Please check all areas where a delivery may have taken place (community mailbox, front desk of an apartment building, a neighbor’s house). If the order has not been found, please email customerservice@suzyshier.ca and we will assist you as quickly as possible.

Your shipping page says that standard shipping should take 3 – 10 business days, but it’s been 2 weeks and I still haven’t received my package. Why?

We know you’re excited to get your new order and we promise we’re doing our best to ensure it gets to you as soon as possible!

We have been working on improving our operating efficiencies to ensure all customers have a great experience when shopping on our website and receive their packages as fast as possible.

Here is everything you need to know about our current shipping timelines:

The 3 -10 days listed are business days (Monday – Friday) and do not include weekends and/or statutory holidays. This also does not include processing time (the time for our warehouse staff to pick and pack your order) which can take 1 – 3 business days depending on current order volume. Lastly, the time delay is also affected by what part of the country you are having your package delivered to. Our warehouse locations are based in Quebec and Ontario, so if you are based in those provinces, it will more likely take closer to 3 business days. If you are in Western Canada, the Maritimes, or in a rural part of the country, it will take closer to 10 business days once your order is physically in-transit.

Note: The SHIP TO STORE option for the western part of the country can take up to 14 days (after processing time) to arrive in-store for you to collect.

Please see below for some more information that can help you determine where your package is:

• After your order is placed, it needs to get picked and packed by our warehouse staff. This can take 1 – 3 days during normal times but can take longer during peak periods and/or during promotional periods due to higher-than-normal order volume.
• Once your order has been picked and packed, a shipping label is created and a shipping confirmation email is sent out which includes a tracking number. Please note that tracking is not always immediately available as there can be a slight delay from when we process your order in our warehouse to when the shipping carrier picks up or receives your order at their distribution centre. If your tracking number is not working, we ask that you wait 2 – 3 business days and try it again. If after 5 business you are still unable to receive accurate tracking, please reach reach out to us and we will investigate further.
• Our shipping carriers (Canada Post, Envoi and TForce) then get to work in getting your package to you to all locations across the country!

RETURNS

What is your Return Policy for items purchased online?

Items purchased online can be returned for a refund within 30 days of the original order date. Items from our SALE page are final sale and can't be returned or exchanged online or in-store. Please note that Le Chateau women’s products can only be returned in a Suzy / Le Chateau combo store location or to our warehouse. Le Chateau dresses must have both the price tag and “Read This” tag attached in order to be eligible for a refund. Le Chateau men’s products can only be returned our warehouse. Please view our return policy for online orders here and access our ONLINE RETURN CENTRE here.

What is your Return Policy for items purchased in-store?

SUZY/LE CHATEAU, IN-STORE PURCHASE RETURN POLICY

NO REFUNDS. Exchange or store credit will be offered within 14 days of purchase for merchandise unworn with original receipt and all tags attached. Le Chateau dresses must have both Price and ‘Read This’ tags attached.

Le Chateau products purchased online or in-store can only be exchanged at Suzy / Le Chateau combo locations which can be found here. Le Chateau menswear returns will not be accepted in any of our Suzy stores and must be returned to our warehouse. 

No exchange or store credit available on earrings, intimate apparel or merchandise reduced by 50% or more.

I received my order but an item I ordered does not fit, can I exchange?

We are not able to offer exchanges online. We recommend returning your order and placing a new order online. Once we receive your original item back at our warehouse, we will process your refund. Please see more information in our RETURNS AND EXCHANGES section.

Which store locations can I make a return or exchange at?

All Suzy store locations will accept online orders of Suzy product(s) for exchange or return within 30 days of the purchase. Le Chateau products can not be returned in-store and must be sent back to our warehouse by using our ONLINE RETURNS CENTRE.

How soon will I receive a refund for my online return?

With reduced warehouse staff, refunds will take longer to process than normal. You should expect to receive your refund within 5-7 business days.

GIFT CARDS, DISCOUNT CARDS AND COUPON CODES

Do you sell gift cards?

Absolutely! Click here to purchase an E-Gift Card and/or Classic Gift Card, or click here to consult our Gift Card FAQ,

I have a coupon code but it's not working. Why?

Coupon codes cannot be used on sale / clearance merchandise or in conjunction with any other coupon code or site-wide promotion that offers a discount of 40% or more off the original price. Some coupons may also be specific to either Suzy products or Le Chateau products. Please check the terms and conditions closely before trying to redeem.

Does Suzy Shier accept the Student Price Card (SPC)?

Yes, you may use your SPC card to receive 10% off your purchase in store only. SPC Discounts are currently unavailable online. 
Please note: Only SPC cards for the current year are valid. Visit www.spccard.ca for more details.

MISCELLANEOUS

An item that I just purchased is now on sale for a lower price. Do you offer price adjustments?

We do not offer price adjustments however, you can return your item within 30 days of purchase and place an order for a new one if the product is still available. The customer is responsible for any additional shipping charges, including the cost to ship the item back.

What are your store hours?

Our store hours vary from one location to another. Please contact the location nearest to you for their hours of operation. Find our full list of stores here.

Can I sell my products in your stores?

Thank you for your interest in our company. We are not currently looking for any new suppliers. 

Can I get additional information on your company for a school project?

Due to the large number of requests we receive for information from students, we are unable to provide personalized answers to your questions. Any information about our business strategies or other corporate areas is considered confidential.

How do I apply for a job in one of your stores?

Please email your resume to: jobs@suzyshier.ca. Due to a high number of applications received, we will only be eligible candidates will be contacted.

I am a fashion blogger, how can I collaborate with Suzy Shier and / or Le Chateau?

We are always on the lookout to collaborate with amazing bloggers! If you are a fashion blogger interested in working with us please contact us social@suzyshier.ca and tell us about yourself. Please also include a web URL for your blog and information detailing your previous blog experience.

How can I model for Suzy Shier and / or Le Chateau?

Unfortunately, we do not hold open castings for our models. Our models are selected from various modeling agencies.

Is it possible for me to open a new location in my town

We do not currently offer franchising opportunities.

Can I purchase clothing from you wholesale?

We do not offer wholesale purchases on our products. Merchandise is sold exclusively at our stores and online only.

Can’t find the answer you’re looking for? For all other issues, please send an email to: customerservice@suzyshier.ca and a member of our team will get in touch with you within 2-3 business days.

Please note: Our customer support email is monitored Monday–Friday 9am-5pm with the exception of holidays.