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By using zabilou.ca,
you acknowledge that you have carefully read and understood the Terms of Use.
Delay
Our team processes your order online within 48/72 business hours. Packages are delivered by Canada Post via standard mail or expedited parcel within 3 to 7 business days. However, we cannot be held responsible for excess delivery times caused by the carrier.
Lost parcel
If your package has been lost during transport, please notify us by email at lazabi@sympatico.ca within 10 working days of the date of order. Our team will follow up with Canada Post. Canada Post displays a period of 10 working days from the date of claim to respond to find out if the package has been found or if it is actually lost. Following the tenth day, if the package is still lost, we will return the products to you free of charge or we will refund the order. The decision to refund or resend the products is at Zabilou's discretion.
Damaged or missing items
We pack your order carefully so that your purchases arrive at their destination in impeccable condition. If you receive a damaged item, or if an item is missing, please send us an email and a photo to lazabi@sympatico.ca within 5 business days of receiving the package. Zabilou undertakes to refund the value of the damaged or missing item or to make a new shipment. The decision to refund or resend the products is at Zabilou's discretion.
Zabilou is not responsible for the handling of your package by the carrier. If the package has been damaged by the carrier Zabilou undertakes to make a refund request on behalf of the customer to the carrier. If an agreement is reached, Zabilou will proceed with the refund or a new shipment.
Defective goods
If the products ordered are defective or do not meet the quality standards, please send an email and a photo to lazabi@sympatico.ca within 5 working days of receipt of the package. Zabilou undertakes to refund the value of the damaged item or to make a new shipment. The decision to refund or resend the products is at Zabilou's discretion.
Returns and exchanges
We do not issue refunds or returns for a product ordered in error or a product that does not meet your expectations unless it has a defect.
Error entering address by customer
It is the customer's responsibility to enter a valid delivery address. If an error is entered into the address, the additional costs for parcels returned by Canada Post will be the responsibility of the customer.
Pick-up on site
A pick-up service is available. You will be contacted by either email or telephone once your order is processed and ready. When processing your order, select the “pick up at Zabilou’s”.
Shipping costs
The shipping costs cover the costs of preparation, packaging and postage of the package. An order cannot be split to be sent to multiple addresses. Each transaction is for a unique shipping address. Only delivery addresses in Quebec are eligible for promotions offering free shipping.
Cancelling or modifying an order
To cancel or change a current order, please email us at lazabi@sympatico.ca. If the package is not shipped, the order may be modified. If your order has already been shipped, it will be impossible to get a refund for the products shipped.