We ask you not to come to the salon if you don't have a scheduled appointment.

Services & Security

Our goal is for you to enjoy your time at the salon safely. Here are some rules you should follow:

- Wear a¬†ūüė∑¬†Mask (required);

- Come alone to your appointment.

- If needed, bring your own beverage and reading material.

- Please show up on time to your appointment, not before or after.

- Please use the front entrance of the salon.

- We'll explain the remaining rules once we welcome you to your appointment!

The full schedule of the Chatelaine Concept is available by clicking here


Measures have been taken to ensure the safety of our team and employees. Some rules must be respected.

1. Disinfect your hands as soon as you enter the boutique.

2. Keep a distance of 2 metres between people at all times.

3. Shop with your eyes, touch as little as possible with your hands.

4. Prioritize payment by credit card or debit.

5. Wear your mask at all times.


We offer accelerated shipment in 2-5 business days (unless otherwise stated on the product page in question) FREE for all orders $49 and over (excluding taxes and promotional codes).

* working days (Monday to Friday except ferried days).

Exceptionally, because of VOCID-19 and the new Canadian Post standards, all packages above $150 taxes included will have a notice to be recovered at a Canada Post office.

Shipping costs and delivery times

When ordering on the website, the customer is informed of the availability of the items ordered. If applicable, the customer may be informed of the resupply via an email alert or via telephone within 24 to 48 hours during business days.

During the transfer to the cash register, the total price will be displayed, including taxes, shipping and handling expenses, in Canadian dollars, before making the order. The credit card will be charged in Canadian dollars based on the fees presented as part of the transfer to the cash register.

For shipments totaling less than $49, delivery charges of $8.95 apply. A total shipping period will be 2 to 5 working days. The delivery address must be in Canada.

If the client provides a wrong address (e.g. : apartment number not indicated) and the package returns to the CONCEPT C. SHOP shipping centre, the customer will have to defy $8.95 in costs so that we re-ship the package.

The customer will be able to track the delivery of the package directly to the Canada Post website through the follow-up number that will be communicated to the customer in the e-mail informing him of the shipment of his package.

When you do not agree with the information you have received, your file may be investigated. Due to increases in fraud cases, our internal policy requires further audits before the packages are sent. Which means that CONCEPT C. SHOP reserves the right to suspend the order during the checks. This may cause an additional time to send the order.

In the event of a dispute or refusal of payment by officially accredited banking bodies, CONCEPT C. SHOP reserves the right to suspend or cancel the delivery of the order, as well as to refuse or cancel any order from a customer with whom there would be an ongoing dispute, relating to the payment or return of an order. The transfer of ownership of products sold on the CONCEPT C. SHOP website is made at the time of full payment of the order. As long as the items have not been paid in full by the customer, they remain the property of CONCEPT C. SHOP. A detailed invoice will be sent by e-mail to the customer after the customer has placed his order. The invoices remain printable from ‚Äúmy account‚ÄĚ on the customer‚Äôs personal page of the CONCEPT C. SHOP site as soon as the order is shipped.

All orders are shipped Monday to Friday, except holidays in Canada.

List of public holidays:

- Year's Day (January 1st)

- Good Friday or Easter Monday

- National Day (24 June)

- Canada Day (1 July)

- Thanksgiving (on 2nd Monday of October)

- Christmas Day (December 25)


Store pickup

If you select the store pickup option, an email will be sent to you when your order is ready to be retrieved. You must recover your package during the opening hours of the branches.

Opening hours Concept C to Trois-Rivières

Opening hours Concept Ch√Ętelaine Victoriaville

Cancellation of an order

You made an order by mistake or you were wrong about the product and would like to cancel? Write an email to and we will be pleased to cancel your order and repay you.

If your order has already taken the road you still want to cancel, you will have to pay the return fee ($8.95 + tx) when we have received the package at our shipping centre, we will perform the usual checks and perform the refund.

Adding a product to an existing order

You already placed an order and you want to add an item? As we do not have access to your banking information, we cannot, under any circumstances, add a product to an existing order and charge you.

To avoid as many errors as possible, we will cancel and repay your existing order so that you can re-examine a new one with all the products you want.

Your order is already gone? Unfortunately it is too late to add a product.

Delivery delay or loss of packages

Any order not received at the address indicated by the customer 30 days after shipment is considered lost. In this case, if Canada Post communicates with you, please respond to their request to expedite the investigation. CONCEPT C. SHOP undertakes to re-send orders to the customer within 10 working days subject to availability of items, or to repay all or part of the items exhausted

If the package is returned by Post with the words ‚Äúunclaimed‚ÄĚ, ‚Äúdoes not live at the address indicated‚ÄĚ etc., CONCEPT C. SHOP informs the client concerned by email or by telephone. In this case, the package may be re-sent to the customer following the customer's agreement and after payment of the re-shipment fee ($8.95 + tx). If the package is returned by the Post after 30 days of delay, CONCEPT C. SHOP reserves the right to retain it. This retention does not open any exchange fee, reimbursement of delivery costs or any compensation.

Product breaks

If one of your products is unfortunately broken (failure to manufacture or by transport), you have 7 working days following receipt of your package to inform us by writing an email to

In order to speed up the process, you can send us photos/videos that demonstrate the product's break.

It is your responsibility to test your products at the reception, beyond 7 working days, no product will be refunded.

Lack of a product

Are you missing a product in your order? You have 7 working days to email After this time limit, no claims will be accepted.

Frozen products

- Leave the products in the box, at room temperature and it will naturally clear.

- Don't shake the bottles.

- Handle carefully.

Return policy

We accept exchanges or returns during the15 working days after the date of receipt of the package on TOOLS ONLY (expendable products are not exchangeable, returnable or refundable) provided the following conditions are met:

- the article has not been used

- It is kept in its original packaging and must be intact (No post sticker must be stuck on it)

- The receipt of the transaction or your contact details are OBLIGATORIES

- The reason for the exchange or repayment is valid and verifiable.

It is at the discretion of CONCEPT C. SHOP to charge the customer with a return fee of up to $8.95 (+ taxes).

If your package is damaged when it is received and unusable, we ask you to notify us immediately at 1 (819) 693-1210 option #1 (Monday to Friday from 9:00 a.m. to 5:00 p.m. Eastern Time). The shipping company will be immediately advised and CONCEPT C. SHOP will be pleased to replace the damaged products. We ask you to provide us with photos of the damaged package.

A defective item will be replaced without charge by CONCEPT C. SHOP provided that it has returned us to its original packaging, accompanied by the invoice, as long as it is still covered by its warranty (see invoice or website as reference). If the tool is defective and the warranty is still valid, contact us by email Upon receipt of the tool at the shipping centre, we will see the defect and proceed to the immediate exchange if the tool is very defective. If there is no problem with the item, shipping charges ($8.95 + taxes) will be charged to the customer so that the package can be returned.

If an object is damaged, but the customer can still use it, CONCEPT C. SHOP undertakes to hand over a credit (which we will determine according to break) to the customer for their next purchase on

All returns are subject to validation and approval at the discretion of CONCEPT C. SHOP.

Back to Article:

Pack the item or items to return to the original product box. Otherwise, pack the return into a box to avoid damage during transport. Paste the return label to the package and send it by the Canadian Postal Service (Postes Canada). A confirmation email will be sent to you once the return is processed.

The refund is effective on the value paid by the customer on the product(s) including taxes, minus the amount of delivery.

Returns can be sent to:

Concept C. Shop
3784 Boulevard des Forges
G8Y 4R2

Returns must be received within 30 days of the date of purchase.

Articles shipped to CONCEPT C. SHOP outside return periods may not have returned to you.

It may take up to 5 business days to process the return and credit to your account. We will notify you by email as soon as your return is processed. Please note that your financial institution may take longer to register the transaction (48 to 72 business hours). If you have any questions about your return, please contact customer service.

Important: We do not accept any return of goods fromUnited States.

Terms and conditions of sale

Product prices

The price of products on the online store may differ from the price of products in stores.

Product availability

CONCEPT C. SHOP does not guarantee the availability of the products offered. If CONCEPT C. SHOP cannot deliver any of the products ordered due to a stock outage, it will therefore notify by email by offering the following options:

  • Maintain the order and receive it when the product or products are available.
  • Cancel the order and refund some or all of the products not available.

Concept C. Shop cannot be held responsible for any damage caused by a stock outage.

Social media policy

We advise a lot of people on our social networks. By the same to which we are brought to send you a lot of links to products from our website. However, we may send the wrong link (e.g. shampoo instead of conditioner). It is your responsibility to make sure that the products in the basket are the right ones. CONCEPT C. SHOP cannot be held responsible for any erroneous purchase made from one of our links.

Promo code policy

You can only pair 2 promo codes with the same command. One (1) only code is valid. If you forget to enter a promo code, you have 48 hours to tell us by emailing us to

If the 48-hour deadline is exceeded, no code will be refunded or gift bonus sent. If the code includes a bonus product, if the order is already shipped, it will not be returned.

Some promo codes are a web exclusive and not applicable in store.

The 10% granted to the newsletter is not applicable on Kérastase.

Promos de code