FAQ

Q. So why Saint Street?

Well we’re on St-Ambroise Street, nestled in the heart of the St-Henri district in Montreal.

Q. Do you have an office pet?

Sigh, not yet. But we have a lot of plants!

Q. Do you have a size chart?

Yes and you can see it here or by clicking on the size chart tab when viewing a product.

Q. I've found the product I want but can't select my size

This usually means we are out of stock in that size. We do re-stock some of our lines however so it’s definitely worth dropping an email to our Customer Service team, quoting the product code and we’ll let you know if the item will be available again.

Q. I cannot find the product I’m looking for. Does this mean you don’t stock the item?

Possibly, or it may mean we’re temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again.

Q. Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.

Q. Are the pictures shown on the site an accurate representation of the actual product?

Yes. We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

Q. Has my order been sent yet?

We know you can’t wait to get your hands on your new Saint Street order so we’ll email you as soon as it’s been shipped to let you know.

Q. Can I track my order?

When we ship your order we will send you an email explaining that your order has been dispatched, and a link so that you can track your order.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

Q. Can I cancel my order?

Once the order is placed you cannot cancel it.

Q. Can I change or add items to my order?

Unfortunately, once the order has been placed we can't change it before dispatch. Sorry.

Q. You've sent me the wrong items

If the 3rd moon of Jupiter aligns perfectly with the lower right star of Polaris on the 3rd day of the winter solstice it might be possible we make a mistake (who wouldn’t?)  We are  human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service  team and let us know.

Q. Part of my order is missing?

Sometimes we don’t send everything you ordered at the same time. Please check your dispatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we’ll email you to let you know and only take payment for what we have dispatched.

If the delivery note says an item should be in your parcel but isn’t, please contact Customer Service and we’ll look into it.

Q. Which methods of payments can I use?

  • Visa
  • Mastercard
  • Paypal
  • Bitcoin
  • Litecoin

We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.

Q. Can I pay in cryptocurrency?

We love crypto! Please see above.

Q. I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

If you have found a code on a ’money saving’ website, don’t be surprised if it doesn’t work, as most of these will have expired or will only be usable by certain people.

Please note that some discount codes can only be used once on your account.

Q. Will the recipient have to pay duty on the order?

Our products are sold on a DDU (Delivery Duty Unpaid) basis excluding orders to Canada. Additional taxes, fees or levies may apply according to local legislation. Please be aware that if you are outside of Canada you are responsible to pay any duties or taxes specific to your country.

Q. Do I need to sign up to Saint Street to shop?

We definitely recommend it as it’s completely worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.

Q. How much is delivery and how long does it take?

Take advantage of our FREE SHIPPING. Please see below.

Otherwise we provide the lowest rates possible through Canada Post and rates vary depending on distance and weight. 

Canada wide Delivery Options

  • FREE Shipping on purchases over $75 (before taxes)
  • Canada Post Expedited Parcel (1 to 7 business days)
  • Canada Post Xpresspost (1 to 3 business days)
  • Canada Post Priority (1 to 3 business days)

USA Delivery Options

  • $20 Flat Rate Shipping on purchases over $75
  • Canada Post Small Packet USA Air (5 to 8 business days)
  • Canada Post Tracked Packet USA (4 to 7 business days)
  • Canada Post Expedited Parcel USA (4 to 7 business days)
  • Canada Post Xpresspost USA (2 to 3 business days)
International Delivery Options
  • $40 Flat Rate Shipping on purchases over $75
  • Canada Post Small Packet International Surface (28 to 84 business days)
  • Canada Post Small Packet International Air (6 to 10 business days)
  • Canada Post International Parcel Surface (28 to 84 business days)

Q. Local Pickup

If you’re in Montreal you can certainly come by our office and pick up your order in person free of charge. Our address is #471 - 4020 RUE SAINT-AMBROISE Montreal Quebec CA H4C2C7 and you’ll have to be sure to mark it as local pickup at check-out.

Q. Can I return my order?

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with original tags still on.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please be aware that you are responsible for shipping your product back to us unless the item received is damaged or not what you ordered.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us our Customer Service 

Q. How should I send it?

To return your product, you should mail to: #471 - 4020 RUE SAINT-AMBROISE Montreal Quebec CA H4C2C7

Any shipping costs you paid on your purchase are non-refundable. Of course this does not apply if your order qualified for free shipping. If you receive a refund for your purchase, the cost of return shipping will be deducted from your refund if applicable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Q. What if my item was a gift?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Q. Anything else I should know?

We really love dark chocolate and have an open door policy so if you’re in the area come say hi (and don’t forget the chocolate!).

Other than that you should be good to go!