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EN AFFAIRE DEPUIS 1979 IN BUSINESS SINCE 1979 |
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Vetements/Clothes Bottes/Boots: Dr.Martens/Rangers Shellys/Tredair/Converse/TUK
Accessoires/Accessories, Musique/Music: CDs/Vinyls: Punk/Metal/Local/Franco, T-shirts |
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EN AFFAIRE DEPUIS 1979 IN BUSINESS SINCE 1979 |
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Vetements/Clothes Bottes/Boots: Dr.Martens/Rangers Shellys/Tredair/Converse/TUK
Accessoires/Accessories, Musique/Music: CDs/Vinyls: Punk/Metal/Local/Franco, T-shirts |
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QUESTIONS AND ANSWERS
1- Click on the menu on the left to access the sub-menus of questions. 2- Click on "Back" under each question-answer to get back to the Menu. |
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A - THIS IS MY FIRST ORDER
A1- How to make an order?
1-Complete the order form on www.x20.com / www.boots4all.com 2-You will receive a reply from us by email in 2 to 3 working days. 3-Verify the information of your order and make the necessary modifications (e.g. the delivery address is incomplete, an article is missing, or you want to add another article). 4-In case you want to add an article or modify your order of an article, we will send you another email and you have to repeat step 3. 5-Once your order is complete, please confirm it with us by email. 6-We will send you an invoice in 2 to 3 working days following your FINAL confirmation. A2- Can I order by telephone?
In order to avoid potential misunderstanding, we only accept orders made with the order form. A3- When will I receive my order?
We will send your package immediately upon reception of your payment without exception. To get the approximate delivery time (depending on where you live), click HERE PS: Do not make your payment until you have received your invoice. A4- How do I know if an item is available or not?
You only have to complete the order form and we will verify that for you. A5- Can you send me the list of all the available items in my size?
Unfortunately it is impossible for us to do that. Just indicate to us your choice in your order form and we will verify that for you. A6- I do not know my shoe size. What should I do?
Measure your feet as indicated HERE, Simply indicate the result in your order form. A7- I do not understand the sizes of your pants. Should I simply indicate the size of the pants that I usually wear?
Most of our pants are made specially for our boutiques. Therefore we suggest you to measure the size of your waist and your hip and include the result in your order form. A8- I do not know which size to choose for your tops (sweaters). What should I do?
You will find a size chart at the top of each of our sweater sections. Follow the guide to determine your size. A9- Could you send me a catalogue?
Unfortunately we do not provide any paper catalogues. However, our sites are up-dated frequently. A10- I am looking for a specific article but it is not on your sites. What should I do?
Our sites are up-dated frequently. If an article is not there, that means we do not have it. You can, however, make a suggestion to us by clicking HERE. Just give us all the information that you have on that article and we will see if you can find it for you. A11- If an article is not available, will you tell me where I can find it?
We are retailers, not distributors, so we cannot provide you that information. We suggest you to make a search on the web. A12- Where are your boutiques?
We have three boutiques situated in Montreal and Quebec City. You will find their addresses HERE. We do not have other boutiques, but we deliver to everywhere in the world. A13- Why must I give you my address and postal code in the order form?
The city, the country, and the postal code are necessary for us to calculate the shipping cost of your order. Your name is also necessary for retracing your order. (All the information, including your email address, will remain confidential). B - METHODS OF PAYMENT
B1- How to pay for my order?
You will find the list of accepted payment methods HERE. You only have to indicate your choice in your order form or at the time when you confirm your order. To speed up your order, we suggest you to pay by credit card via the secure service of PAYPAL B2- I understand that one must use PAYPAL in order to pay by credit card, but I do not know how to do it!
There is a practical guide on how to use PAYPAL provided for you. This guide will be sent to you only when the invoice is ready. B3- I do not have confidence in PAYPAL. Can I provide you my credit card number by telephone/email or by fax?
Unfortunately this option is not available. All the payments by credit card can only be made via PAYPAL. PAYPAL allows you to pay your invoice directly, without requesting you to provide any personal information to the stores involved. If you decide not to use this option, you can change your payment method. Please see HERE, B4- I want to send you a payment by PAYPAL. Can you give me your PAYPAL account email?
No. Please note that we will send you a PAYPAL invoice only when you have confirmed your order. B5- Your prices are in CAN$. Will you convert these amounts into US$/€/£ in my invoice?
If you choose to pay by cheque or cash, your invoice will be in your selected currency. However, if you choose to pay by other means, including PAYPAL, your invoice will be in CAN$. If you want to have an idea of how much it costs in US$/€Euros/£, go to XE.com Currency Converter B6- But my Paypal account is in US$/€/£, what should I do?
We will send you your invoice in CAN$. PAYPAL will convert the total amount into US$/€/£ for you, and the amount will appear in your bill. B7- I cannot find the option of payment by COD (cash on delivery) on your list of payment methods. Why?
It’s because we do not accept this kind of payment. No exception. B8- My payment should be made payable to whom?
This information will be sent to you with your invoice. C - FOLLOW-UP OF MY ORDER
C1- I have completed the order form and have done nothing since! Must I do something else?
Once your order has been received, an automatic confirmation will be sent to you. If you do not receive that automatic confirmation, it means your order form has not been received by us or your email address is incorrect. You have to re-complete your order form one more time. C2- I have received the automatic confirmation message but nothing else!
Has the waiting period of 2 to 3 working days as indicated in your email passed? If that is not the case, it is normal that you have not yet received a reply from us. For example, all the orders made on Friday will be verified by us only on the following Tuesday since Saturdays and Sundays are not our working days. Please note that during our busiest periods (back-to-school, Christmas) the delay can be up to 3 to 4 working days. C3- I have received the confirmation message and the waiting period has passed!
Please let us know about it by sending an email by clicking HERE, so that we can speed up processing your order. In your email, please include your full name, your postal address, as well as a brief description of your order. We will remedy the situation as quickly as we can. C4- When will I receive my order?
We will send your package immediately upon reception of your payment (with some exceptions). Do not make your payment until you have received your invoice. D - CURRENCIES, PRICES, FEES, TAXES, & CUSTOMS
D1- Where do I find the prices of the articles?
The prices of the articles are indicated in CAN$ directly under the photo of each article. The prices will be converted from CAN$ into your own currency. D2- Are there custom fees?
If you are our international client, please note that each package passing through the border may be inspected by the custom authorities. Therefore, you may be subject to paying a custom fee upon the arrival of your package. These supplementary fees are entirely your own responsibility as we have no knowledge of local taxes and hence cannot predict for you how much they are. Policies on custom fees vary considerably from one country to another. For more information, we suggest you to contact your local custom office. D3- The prices on your website are indicated in CAN$. Can you convert these amounts into my currency?
To get an idea of how much it costs in your currency, you can go to XE.com Currency Converter D4- Must I add the taxes on the prices indicated on your website?
The additional taxes are only for our Canadian clients. In Quebec: 6% + 7.5%; for the rest of Canada: 6%. D5- Are the postal fees included in the prices?
No, the postal fees are not included in the prices indicated. The exact cost will be sent to you once you have confirmed your order. If you want to get an idea of how much the postal fees are, click HERE E - WHERE IS MY PACKAGE?
E1- How do I know the shipping date of my package?
Once we have sent you your package, we will immediately send you a confirmation email. If a tracking service is available, the tracking number will be mentioned in the confirmation email. If the number is not mentioned, it means the tracking service is not available. You may use the tracking tool of Canada post (also included in your confirmation) to keep track of your package. E2- I have completed the order form but I have not received anything. Why?
We send the package only upon the reception of the payment (with some exceptions). To make your payment, you must wait for a list of the availability of articles that you have ordered, which takes approximately 2 working days. Inspect the list, and if everything is okay, confirm your order and method of payment with us. We will send you an invoice in 2 working days. E3- You have already sent me a delivery confirmation, but I have still not received my package. What should I do?
Make sure whether the delivery date has passed. This information is indicated in your delivery confirmation. If available, verify the state of delivery with the help of your tracking number. E4- The delivery date has passed, but I have still not received my package. What should I do?
If there is a tracking number in the delivery confirmation sent to you, use it to verify the state of delivery. If you are not at home when Post Canada is making its delivery, the mailperson should leave a delivery notice to you (with the exception of small packages sent by airmail). If you do not receive that notice and if you live with someone, ask if that person has received that notice or not. Note: Once the delivery notice is given to you, you have to claim your package usually within 15 days. For the exact number of days, please read the delivery notice carefully. E5- I have already verified with everyone – I didn’t receive any notice!
Occasionally the mailperson may forget to leave a delivery notice, or more possibly, it may be impossible for him or her to leave one (no access code to the building or mail box). Contact immediately your local postal office. They can tell you whether your package has arrived or not with the help of your tracking number in your delivery confirmation. E6- My package has still not arrived. Must I make a complaint at the post office?
Only the sender of a package can make a complaint to the post office. A complaint about a lost article can only be made 15 days after the previewed day of reception, and such complaint must be made within 60 working days (local packages within Canada) or 6 months (international packages). Your expected date of delivery (indicated in your confirmation) + 15 working days = the date when you can make your complaint. Please note that public holidays as well as Saturdays and Sundays do not count as working days. If the appropriate date to make a complaint has reached, contact us by clicking HERE, Please include the following information: Your complete name Your complete delivery address A description of your order. We will make an enquiry at Canada Post on your behalf. Please note that we cannot refund you if Canada Post cannot confirm with us the loss of your package. In case where the package has not been claimed (by you), the postal service of your country will return the package to the sender (i.e. us) and we have to pay the transport fees for that. These fees will be deducted from your refund. E7- My package finally arrived, but very late!
If you have chosen EXPRESS POST, you can make a complaint, under guarantee (but with certain exceptions), only if your package arrives 48 hours later than the previewed date of delivery. You must also make the complaint within 15 working days. F - QUESTIONS REGARDING THE ITEMS OF WWW.X20.COM
F1- I do not understand the sizes of your pants. Should I simply indicate the size of the pants that I usually wear?
Most of our pants are made specially for our boutiques. Therefore we suggest you to measure the size of your waist and your hip and include the result in your order form. F2- I do not know which size to choose for your tops (sweaters). What should I do?
You will find a size chart at the top of each of our sweater sections. Follow the guide to determine your size. F3- How do I know if an article is available or not?
You only have to complete the order form and we will verify that for you. F4- Can you send me the list of all the available items in my size?
Unfortunately it is impossible for us to do that. Just indicate to us your choice in your order form and we will verify that for you. F5- I am looking for a specific item but it is not on your sites. What should I do?
Our sites are up-dated frequently. If an article is not there, that means we do not have it. You can, however, make a suggestion to us by writing to HERE, Just give us all the information that you have on that article and we will see if you can find it for you. F6- If an item is not available, will you tell me where I can find it?
We are retailers, not distributors, so we cannot provide you that information. We suggest you to make a search on the web. F7- Why some designer items are not always available?
The pieces are unique and some models are available in several colors or different kinds of fabric but in limited quantities only. F8- How do you measure the size of the belts in inches?
We have two models of belts whose sizes could vary from one compagny to another. But approximately: S = 28 to 31 M = 32 to 35 L = 36 to 39 XL = 40 to 43 inches If you do not know your size, indicate the size of your hips as shown in the order form. F9- Why some shirts are more expensive than others?
Some models are imported from the United States, and the prices are not the same. F10- Your clothes are of what style?
Punk, gothic, skater, emo, trendy, casual, etc... There are clothes of many styles, for all ages, free for you to choose from. G - QUESTIONS REGARDING THE ITEMS OF WWW.BOOTS4ALL.COM
G1- I am looking for a specific item but it is not on your sites. What should I do?
Our sites are up-dated frequently. If an article is not there, that means we do not have it. You can, however, make a suggestion to us by writing to HERE. Just give us all the information that you have on that article and we will see if you can find it for you. G2- If an article is not available, will you tell me where I can find it?
We are retailers, not distributors, so we cannot provide you that information. We suggest you to make a search on the web. G3- How do I know if an article is available or not?
You only have to complete the order form and we will verify that for you. G4- Can you send me the list of all the available items in my size?
Unfortunately it is impossible for us to do that. Just indicate to us your choice in your order form and we will verify that for you. G5- I do not know my shoe size. What should I do?
Measure your feet as indicated HERE. Simply indicate the result in your order form. G6- Do you have safety CSA or CE approved boots?
Yes, you will find these models in the Dr.Martens section on the page of SAFETY models. G7- Why are the sizes not indicated on the site?
Tell us which size you are looking for in your order and we will verify its availability. G8- Can i just order a few pairs of shoelaces or other products?
Yes, if the total amount before shipping and taxes (if applicable) is CAN$13 / US$13 / € 9 minimum. G9- Can i order articles from your other website: www.x20.com at the same time with my order on Boots4all?
Yes, you just have to write the names and the photo numbers of the articles and mention the quantities and sizes (if available). H - SHIPPING AND RETURN POLICIES
H1- How much does delivery cost?
Even though we always try our best to provide you the most precise information as possible, it is impossible for us to tell you the exact amount (that includes shipping fees) before your order is finalized. You may, however, find estimates of the shipping fees HERE, These shipping fees, however, may be modified without notification as they are only estimates. The real amounts will be calculated at the time of the order. H2- How do I return the items if I am not satisfied with my order?
Before returning the items, you must receive an authorization from us. To ask for a return authorization, send an email by clicking HERE In the email, please include the following information:
I - GIFT CERTIFICATES
I2- How does one use them?
The certificate is valid for purchases in the boutique and on the websites. You only have to indicate that you have a gift certificate and its amount when you are making your order. Please keep both the gift certificate and the invoice that accompanies it as you will need them when you pay for your order. J - CUSTOMER SERVICE
J1- Could you send me a catalogue?
Unfortunately we do not provide any paper catalogues. However, our sites are up-dated frequently. J2- How do I return the items if I am not satisfied with my order?
Before returning the items, you must receive an authorization from us. To ask for a return authorization, send an email by clicking HERE include the following information:
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