Frequently Asked Questions
Where are you located?
Both of our physical store locations are in Montreal, QC, Canada.
What are your store hours?
Decarie: Mon-Fri 9-6, Sat 9-5
Jean Talon: Mon-Sat 9-5
How do I contact your company if my question isn’t answered here?
If you scroll to the bottom of the page, on the right you will see "Need some help?". Under that, there are options to call or e-mail us! You can also reach out to us via Facebook Messenger or Instagram DMs.
I’d like to work at Maison Lipari. How can I apply?
If you scroll to the bottom of the page, on the left, you will see "Careers". All of our available positions are outlined there, as well as a way to contact us if the positions you see aren't what you're looking for!
I’m hosting a big event and would like to get personalized gifts made for my guests. Is this possible?
Absolutely! We would love to help you choose beautiful gifts for your guests. Feel free to reach out to us about it!
Why can’t I find my country in the shipping dropdown at checkout/in the website?
We only currently ship to North America. This is why those countries and currencies are not presently shown, but you can contact us by email to request an international order.
What is a typical response time to a customer inquiry?
We try to respond to any and all inquiries within 24 hours of receipt.
I placed my order for a Gift Registry and forgot to include a Gift Note. Is it too late?
Contact us as soon as you noticed at [email protected] ! We'll do our best to get that note in for you.
How do I use my Contribution Registry balance on the new e-boutique?
Do I need to make an appointment to meet with a member of the Registry staff?
You do not have to make an appointment to meet with our Registry staff, but we do ultimately suggest you let them know when you'd like to come! That way, they can make sure to give you their undivided attention.
I need help with accessing my gift registry. Who can I contact?
I can't find the gift registry I'm looking for! What do I do?
I am a corporate client. How can I see your corporate selection?
We do not currently have our Corporate selection online, but we're happy to guide you through the Corporate process! Our Corporate team is there to help you every step of the way.
You can contact us through our Luxury Projects pages.
How do I sign up to the Maison Lipari newsletter?
On the bottom of every page on our website, there is a "Join the Lipari Family" box where you can type in your e-mail. When you do so, you will have to confirm your e-mail to begin receiving newsletters from us.
Why should I sign up to the newsletter?
Our newsletters are awesome! Not only do we announce all of our new products and brands on them, we offer discount codes, advice, and seasonal updates on the store. We also try to include a nice picture with an inspirational quote to use as your phone background every few months!
Why do your emails always end up in my Junk folder and how do I fix it?
Depending on your e-mail provider, our e-mails may unfortunately end up in your Junk folder. To get us out of there, you can click "Not Junk", usually at the top of the e-mail. That should do it!
How can I unsubscribe from e-mails?
On every newsletter we send out, there is an "Unsubscribe" button on the bottom. If you click that, it will unsubscribe you! And if you're having any additional problems, please feel free to contact us.
What payment methods can I use?
We accept Visa and Mastercard.
When will you charge me for my purchase?
We charge you when your order is placed. Please only click the “Place Order” button once to avoid multiple transactions.
I just placed my order and see a charge on my bank account under "Authorized". Why is that?
That is an “Authorization”. This is a practice that most banks use to make sure you have the funds to pay for your purchase and to verify account authenticity. Depending on your banking institution, this normally clears within 2-3 days, and either disappears or moves into the charged amounts.
Do I need an account to make an order?
No, you can make an order on our website and checkout as a guest.
I forgot the password to my account. What do I do?
If you have forgotten your password, simply click on the 'Forgot your password?" link at the bottom of the login page, input your email in the space provided and we will send you a link to reset your password.
How do I access my account?
From our website, on the home page in the top left corner next to our customer service number, you can click Login to access your account.
How can I change my address?
Once you have registered for or logged into your account, you can click Edit next to both your billing and shipping address to change them.
Do you offer a student or teacher discount?
We do not currently offer a specific discount to students or teachers, but we do have "Back To School" sales that everyone can take advantage of!
Do you price match?
We can price match from time to time, presuming that we get permission from our vendor to do so.
To proceed with a price match, please send the URL and a photo of the website (showing the product you would like to price match and the price listed) to [email protected] Our customer service team will help you with the rest!
I recently placed an order before your sale, will you honour sale prices?
We unfortunately cannot honour sales for orders made outside the sale period, as we get permission from our vendors to decrease prices when we have sales.
How can I get a discount code?
We send discount codes to our newsletter subscribers and post them on our social media accounts! Following those and subscribing to our newsletter are the only ways to get accurate coupon codes from us.
Why are some products not discounted in my cart?
The products that are not discounted are likely not part of the sale or not included in the promotion that involves a coupon code.
Why isn't my code working?
There are a few reasons why this might be happening!
Some items are not eligible for discounts. Some of our discount codes cannot be combined with each other. If an item is on sale, it is possible that it is not eligible for an additional discount. It is also possible that the code has expired. If none of these apply to the situation, please reach out to us to get that corrected!
How do I see that a promo discount has been applied?
After any promos or coupon codes have been applied, in your own cart, next to each item you will see an "Item price", a "Discount" price and a "Subtotal" price. The amount in the "Discount" column will indicate how much was taken off the original price due to your promo discount, and your "Subtotal" will reflect that discount.
What do I do if I never received my order?
There are a few options here:
1. You got an order confirmation, but never got a shipping confirmation.
- In this case, your order has not yet shipped. We will contact you when it does!
2. You never got an order confirmation. (And I checked my junk e-mails for it!)
- In this case, it is possible that your order was never put through. Please check your Account under My Orders to see if it is there, and if you didn't create an account, contact us at [email protected]
3. You got an order confirmation and a shipping confirmation, and the tracking of your shipment says it was delivered.
- Oh no! It looks like there was an issue with your shipment. Please ask your neighbours if they got your package, check under and around your front door. If all that yields no results, contact us at [email protected]
What about if I received a defective item in my order?
Please contact us as soon as you open the box and notice a problem! Send us pictures of the defect to [email protected], and we will guide you from there.
Why was my order cancelled?
We sometimes have to cancel an order because it is identified as being fraudulent. We also reserve the right to cancel any order that violates our terms and conditions, including shipping certain items outside of Canada. In any case, please contact us for us to guide you through the next steps.
Can I split my current order so the items ship separately? Can I combine multiple orders?
We do not currently offer the option to split/combine orders. If you do make multiple orders going to the same shipping address, our Warehouse Department may package them together.
Is my Maison Lipari purchase covered under a warranty?
We do not have a warranty in place currently, but some of our suppliers do. Feel free to contact us if you have trouble finding the warranty associated to your item!
Have you received my order?
If you have received a confirmation e-mail, we have received your order! If you cannot find a confirmation e-mail from us (even in your junk mail!), please contact us to see if your order is in our system.
I have a question about an e-boutique purchase. Who should I ask?
If you scroll all the way down on this page, there are ways to contact us on the bottom right. Use whichever you're more comfortable with, and we will move forward accordingly.
I am having trouble ordering online. Can someone help me?
Of course! If you scroll all the way down on this page, there are ways to contact us on the bottom right. Use whichever you're more comfortable with, and we will move forward accordingly.
I received the wrong item. What should I do?
Please contact us as soon as you open the box and notice a problem! Send us pictures of the item to [email protected], and we will guide you from there.
Why did I receive an email requesting to confirm additional information?
We occasionally require additional information if a placed order shows a potential risk of fraudulent activity. We reserve the right to cancel and refund any orders which we think may carry a high risk of fraud and have not been placed by the cardholder.
How do I make an order?
You can make an order by visiting our website and adding items to your cart. When you are ready to place your order, click the cart on the top right of your screen. Then, select "Checkout" and proceed with the steps outlined.
How do I retrieve an order after payment?
You can view your recent orders by visiting your account on our website and selecting "My Orders" from the column on the left.
I have lost my order e-mail. How can I retrieve it?
All the details concerning any order you have placed can always be viewed on the Your Account page on our website. If you have further questions or concerns, reach out to our customer service representatives via phone or e-mail and they will be happy to provide you with any information you need.
How do I change the displayed currency?
In the top left corner of the home page, next to your language preference, you can choose to display either CAD or USD.
An error message appeared after I clicked “Place Order”. What should I do now?
Check your billing and shipping information. Sometimes, if there is a mistake in your billing information or it was entered differently than what your credit card provider has on file, your payment will not go through. This information includes cardholder’s name as it appears on the card, billing address, credit card number, expiration date, and CVC code.
Do you ship outside of North America?
We do ship outside North America under certain conditions. E-mail us for any international inquiries.
Why am I being charged for shipping even though my order was over the Free Shipping amount?
Some products are very heavy and incur an additional shipping charge.
Do you ship orders every day?
We try and ship orders as soon as we can!
Can you tell me a shipping rate for my order?
Your shipping rate is calculated at checkout, just put your country and postal code into the box and click “Estimate Shipping”.
I paid for (Standard/Express/Overnight) shipping. Why has my order not left your warehouse yet?
Unfortunately, paying for shipping doesn't make our employees move faster. Once it is shipped, it will definitely go faster based on what you paid!
Do you offer next-day delivery?
We do not currently offer same-day or next-day delivery, but we hope to in the near future.
I ordered a product today and requested "In-Store Pickup". Can I come and get it right now?
We wish it were that easy! Please wait until you receive communication from us that your product is ready for pickup before travelling to one of our stores.
What are the shipping options?
Depending on your location, you shipping choices are the following:
Canada: Expedited and Xpress
USA: Standard International
How do I know how long my order will take to ship?
There is a section in the description of each individual item that shows the delivery delay for that item specifically. If there happen to be additional delays, we will contact you.
How fast is shipping?
This depends on the shipping option chosen at checkout.
Expedited: 5-7 business days
Xpress: 2 business days
Standard International: 5-7 business days
Where is my refund?
Once your return is received and passed our Quality Assurance checks, we will send you an email to notify you that we have processed your refund. A credit will automatically be applied to your credit card or original method of payment. After that, it’s up to your bank to proceed with the rest!
What could make a product not eligible for return?
- Returns received by us after 15 days of the original shipment date,
- Returns received in used, damaged, or worn condition
- Any Final Sale items.
Do you offer exchanges?
We unfortunately do not offer exchanges for items bought online.
Do your prices include sales tax?
Our products do not include sales tax. It will be added upon checkout based on your postal code.
Are all of your products authentic?
Yes, all of our products are authentic! Most are ordered directly from the company that makes them.
How can I find out about a product that is not in the e-boutique?
Contact us! We'll see if we can get the product for you.
Are all of your products that are online available in-store and vice-versa?
No. Our in-store selection is very different from our online selection. Even from store to store, the selection can be quite different!
Do you carry replacement parts for products?
We do not carry them, but we can inquire about getting them from our supplier. We do not do any repairs, and it is sometimes faster for the client to go straight to the supplying company.