Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay for a fast and secure checkout experience.
Is it safe to order from your website?
Absolutely. Our website uses SSL encryption to protect your personal and payment information. All transactions are processed securely.
Can I modify or cancel my order after placing it?
Please contact us immediately at info@gsdouville.ca if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but you can return items following our return policy.
Shipping & Delivery
Where do you ship?
We currently ship across Canada only. Shipping costs and delivery times vary by location and will be calculated at checkout.
How long does shipping take?
Standard shipping within Canada typically takes 3-7 business days. Express shipping options are available at checkout for faster delivery.
Do you offer free shipping?
We offer free standard shipping on orders over $500.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can use this number to monitor your shipment's progress.
What if my package is lost or damaged?
If your package arrives damaged or goes missing, please contact us within 48 hours of the expected delivery date. We'll work with the carrier to resolve the issue and ensure you receive your order.
Returns & Exchanges
Can I get a refund?
All sales are final unless we explicitly agree in writing. Refunds are rare; store credit is more common.
How long do I have to request a return?
Returns must be requested and approved within 10 days of purchase.
What condition must items be in to return them?
Items must be unworn, undamaged, complete, in their original packaging, with all tags, accessories, and manuals.
Can I return damaged or used items?
No. Damaged, clearly used, or incomplete items will be refused and returned at your expense.
Do I need proof of purchase?
Yes. All returns must include a receipt or invoice. For high-value in-store returns, a valid ID may also be required.
How long does it take to process a return?
Returns are inspected upon receipt. Processing may take up to 14 business days before store credit is issued.
How do I receive a refund or store credit?
Refunds, if granted, go back to the original payment method. Most returns are issued as store credit valid for 12 months. Original shipping costs are non-refundable, unless the return is our error.
Are there any items I can’t return?
Yes. Non-returnable items include:
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Opened hygiene products
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Personalized items
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Discounted items (if specified)
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Products marked “final sale”
What if there’s a dispute or chargeback?
We may provide proof (photos, receipts, shipping records) and dispute any chargebacks if necessary. Customers must cooperate with investigations.
What if I have an issue with my order?
Contact us first at info@gsdouville.ca. We aim to resolve issues before involving your card issuer.
Product Information
How do I choose the right size?
Each product page includes a detailed size guide. We recommend measuring your foot and comparing it to our size chart. If you're between sizes, we suggest sizing up for comfort.
Are your products authentic?
Yes, we guarantee 100% authentic products. We source directly from authorized distributors and luxury brands.
How should I care for my leather footwear?
We recommend using a quality leather conditioner regularly, storing shoes in a cool dry place, using shoe trees to maintain shape, and protecting them with a waterproofing spray. Specific care instructions are included with each purchase.
Do you restock sold-out items?
Popular items are often restocked, but availability depends on our suppliers. Sign up for restock notifications on product pages or contact us to inquire about specific items.
Account & Customer Service
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and access your order history easily.
How do I reset my password?
Click "Forgot Password" on the login page and enter your email address. You'll receive instructions to reset your password.
How can I contact customer service?
You can reach us via email at info@gsdouville.ca, through our contact form, or by phone during business hours. We typically respond within 24 hours.
Do you have a physical store?
Yes, come visit us at 137 Av. Laurier O, Montréal, QC H2T 2N6
Pricing
Do your prices include taxes?
Prices are shown in Canadian dollars (CAD) and do not include applicable taxes. Taxes will be calculated at checkout based on your shipping address.
Do you offer price matching?
Please contact us if you've found a lower price on an identical item from an authorized retailer. We'll review requests on a case-by-case basis.
