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Customer Service

Frequently Asked Questions


  • Online Orders
    • Can I modify or cancel my order after it has been placed?

      Please note that once an order is made, it cannot be modified or cancelled. Once you receive your order, you do have the option of returning it. Please refer to our return policy to learn more.

    • What payment methods does lechateau.com accept?

      We accept Visa, MasterCard, American Express, PayPal, Discover and LE CHÂTEAU Gift Cards. We currently do not accept store credits, Visa/MasterCard credit cards or cash/cheques.

    • When will my credit card be charged for my order?

      The method of payment used on an online order is not charged until we ship the item(s) to you. We will pre-authorize your order amount on the method of payment at the time you place the order, which may have an effect on your account balance. If your order is shipped in multiple packages, you will see multiple, smaller amounts charged to your credit card.

    • Will I be charged for sales tax on my order?

      We do charge sales tax for orders placed online, just as we do in our stores. Taxes are charged based on provincial and federal tax laws. Where required, shipping fees are also subject to sales tax.
      For more information on taxes click here.

    • What are your online security measures?

      As a Verisign Secured site, we're proud to offer customers a safe and secure shopping experience. All credit card information is completely confidential, and is encrypted using SSL technology, protecting it from being decoded by anyone other than LE CHÂTEAU. Additionally, your credit card information will not be retained once you make a purchase, unless you choose to add it to your LE CHÂTEAU account. For more information regarding safe and secure shopping at lechateau.com, click here.

    • Can I purchase merchandise from the U.S. website if I am located in Canada?

      This option is not available for the time being. Our U.S. website can only process orders being delivered to an American address.

  • Order Tracking, Shipping & Delivery
    • What carrier will ship my online order?

      Online orders shipped to Canada will be expedited by Canada Post.

    • What are the shipping & handling cost for online orders?

      Shipping and handling charges are calculated based on the value of your merchandise, as well as the method of shipping selected. To calculate your estimated shipping costs, please refer to the table below.

      Merchandise Value Ground Express
      $0.01-$99.99 $7.50 $15.00
      $100.00+ $5.00 $10.00

      For more information on shipping, click here.

    • How can I track my order?

      There are 3 ways for you to track the details of your LE CHÂTEAU order:
      1- Select "Order Tracking" under the Customer Service section of the website, or click here.
      2- If you are a registered user at www.lechateau.com, simply login and click on "Orders".
      3- Emails are sent as soon as your order is placed and shipped. These emails will contain the tracking information.

    • Will my order be shipped in multiple packages?

      If your order contains more than one item, you may receive your items in multiple packages, on different dates. If your items ship separately, your shipping charges will not exceed the amount shown on your original order confirmation.

  • Returns & Exchanges
  • My Account
    • Do I need to set up an account to place my order?

      You can shop at lechateau.com without creating an account.

      However, registering with us is easy, and allows you to enjoy the following benefits:
      - Quick and easy checkout.
      - A personalized profile, including address and payment details.
      - View the status of your orders with ease and review past purchases.
      - Be the first to know about exclusive promotions, contests and more through email updates.

      To create an account, click here.

    • How do I update the information associated to my account?

      If you need to change the information related to your account, simply sign in and click on "My Profile" under the My Account section. From here, you can modify your personal information; just make sure to save your changes.

    • I've forgotten my password- what should I do?

      Not to worry! If you have forgotten your password, simply click here and enter your email address. We'll send you a temporary password instantly, which you can use to access your account and create a new password.

    • How do I unsubscribe from LE CHÂTEAU's email newsletters?

      If you no longer wish to receive email newsletters or promotional information, you can unsubscribe by clicking the "unsubscribe" link at the bottom of any email newsletter.

      Please note, unsubscribing will have no effect on automated order status and shipping confirmation emails, which are required with all orders.

  • Product Information
  • Technical Help
    • Why isn’t my browser working?

      Ordering from our site requires a browser that is SSL-compliant. We recommend using the Internet Explorer 8.0 or later, Firefox 3.5 or later, Safari 4.0 or later, or Google Chrome 2.0 or later.

      If you are using an earlier version of these browsers, or if you do not have your JavaScript enabled, we cannot guarantee that all the features of our site will work correctly.

    • My JavaScript is not enabled; can I still browse your site normally?

      Ordering from our site requires a browser that is SSL-compliant. We recommend using the Internet Explorer 8.0 or later, Firefox 3.5 or later, Safari 4.0 or later, or Google Chrome 2.0 or later.

      If you are using an earlier version of these browsers, or if you do not have your JavaScript enabled, we cannot guarantee that all the features of our site will work correctly. Additionally, your JavaScript must be enabled and your browser must be set to accept cookies.
      In order to benefit from all of our site's features, your JavaScript must be enabled. See below for instructions on how to enable your JavaScript.

      1. In the Tools menu, select Options.
      2. Select the Content tab at the top on the window.
      3. Check the Enable JavaScript checkbox under the Web Content category.
      4. Hit OK to close the Options window and save your changes.
      5. Refresh your browser.

      1.  In the Tools menu, select Internet Options.
      2.  Select the Security tab.
      3.  Select the earth (Internet) icon.
      4.  Select the Custom Level button.
      5.  Locate Scripting near the bottom of the list.
      6.  Under Active Scripting, select Enable, then hit OK.
      7.  Answer yes to the following conformation box.
      8.  Hit OK to close the Internet Options window.
      9.  Refresh your browser.

      1.  Select Customize and control Google Chrome (the icon with 3 stacked horizontal lines) to the right of the address bar.
      2.  From the drop-down menu, select Settings.
      3.  At the bottom of the page, click Show advanced settings...
      4.  Under Privacy, select the Content settings... button.
      5.  Under the JavaScript heading, select the Allow all sites to run JavaScript radio button.

      Note: Your browser stores many of its settings. The best way to ensure changes take effect is to close the browser completely and then restart it.

      1.  Select the Firefox menu item from the Apple/System bar at the top of the screen.
      2.  From the drop-down menu, select Preferences...
      3.  Select the Content tab at the top on the window.
      4.  Check the Enable JavaScript checkbox.
      5.  Close the Options window to save your changes.
      6.  Refresh your browser.

      1.  Select the Safari menu item from the Apple/System bar at the top of the screen.
      2.  From the drop-down menu, select Preferences.
      3.  Select the Security icon/tab at the top of the window.
      4.  Check the Enable JavaScript checkbox under the Web content category.
      5.  Close the window to save your changes.
      6.  Refresh your browser.

      1.  Select the Chrome menu item from the Apple/System bar at the top of the screen.
      2.  From the drop-down menu, select Preferences...
      3.  On the left, select Settings
      4.  At the bottom of the page, click Show advanced settings…
      5.  Under Privacy, select the Content settings… button.
      6.  Under the JavaScript heading, select the Allow all sites to run JavaScript radio button.

    • Does my computer need to accept cookies to shop on lechateau.com?

      We makes use of cookies to speed up navigation of our website, maintain your session from page to page, and recognize you as a signed-up user.

      Cookies also help us tailor our website design, product offerings, services and promotions. Cookies are small bits of information that are sent by a website to be stored in your web browser and on your computer’s hard drive, so that the cookie can later be read back from your browser the next time you return to the website.

      Our current technology requires that your browser is set to accepting cookies in order to properly access all of our site’s features or to make a purchase on lechateau.com.

      Note that all of your personal information is secure and confidential.

      To read more about our security policy, please click here.

  • Corporate Information