Frequently asked questions

Free home delivery.

In the product, click on Size Chart below the Add to Cart button. In the How to Measure? tab you will find instructions on how to measure for each garment, then in the Size Charts tab you can find the size you need.

It's important to take your measurements because the clothes are not exchangeable or refundable.

We offer a 90-day warranty against manufacturing defects.  Contact usto validate the defect on your garment and we will exchange it or refund you if the exchange is not possible. In the case of a manufacturing defect, we will take care of the shipping costs.

Any error must be reported to our customer service within 7 days of receiving the garment. Please contact us directly at this email address: retours@arseno.qc.ca or call us at 1 877 562-0831, extension 100.

In the event of an error on our part, we cover the shipping costs. We will replace the garment or refund you if an exchange is not possible.

Please refer to the Delivery Time section above to find the delivery dates. You can also write us Contact us.

We provide you with an easy to use guide in video and PDF format to improve your purchasing process. You can consult it by clicking on the link below:User Guide.

Credit card and prepaid credit card.

You can get a prepaid credit card at most drugstores, convenience stores and other stores. You can then pay on our platform by selecting the credit card option. 

After 3 connection attempts with an incorrect password, your account will be blocked for 30 minutes. Wait for this delay and try to connect again afterwards.

1 - Click on Log in at the top right of the store page
2 - Click on the following button:

3 - You will receive a password reset email (see your spam emails)

The password must meet the following conditions:
– 12 characters
– 1 Uppercase
– 1 lowercase
– 1 Digit
– 1 Special character [@#$ % ? &* !]

Example of a password that would work well : ToyotaCorolla!2021 ou CélineDion1234$

4- Once the password has been changed, connect to the site and that's it! You can now place your order.

The system sends you certain communications automatically via email, such as: your order is pending confirmation, order confirmation, a reminder for an abandoned cart in the store, a password recovery email. If you do not receive these emails, please check your spam or junk mail folder and look for an email from Odoo (our management system). You can then authorize the contact as coming from a safe source to receive all future communications directly in your inbox. 

Your data is collected, used, and disclosed in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA). To learn more about our  Privacy Policy.

For your part, you are responsible for ensuring the security of your personal information by using good practices such as

• use a password manager;

• create a unique and complex password;

• make sure to keep your password confidential;

• change your password regularly.

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