FOR YOUR CONVENIENCE, WE HAVE COMPILED A LIST OF FREQUENTLY ASKED QUESTIONS ABOUT YOUR ONLINE SHOPPING. FOR MORE INFORMATION, PLEASE CONTACT OUR CUSTOMER SERVICE AT:
1-800-611-1012 ext. 300
The most common cause of problems when ordering from our secure online store, is using an outdated version of an Internet browser. It is important to update your web browser on a regular basis. Also, when experiencing problems, you can also think of emptying the cache.
Souris Mini’s online secure store is optimized for Apple Safari.
If you are using Internet Explorer, we recommend that you replace your browser with Microsoft Edge. The latest version can be downloaded here.
Other problems when ordering may occur when paying for your order. The most common problem is that the credit card has expired (or your new credit card has not yet been activated) and an insufficient balance.
EXCHANGES, RETURNS & REFUNDS
What is your return and exchange policy?
You can return an unworn and unwashed item within 15 days or exchange it within 30 days of the shipping date with its price tag and original receipt.
Any item that is marked down more than 50% off is considered a final sale, and as such, cannot be exchanged or refunded. Any item marked down by less than 50% to which an additional rebate is applied can only be exchanged.
Can I return or exchange an item in store?
Yes. You can return or exchange an item purchased online in any Souris Mini store according to our exchange and return policy.
Can I make a return or an exchange online?
You can make a return or an exchange by sending us your contact information and all required fields at: email@example.com. We will send you an email with a return label within 24 to 48 hours and all the shipping details. You will need to print the return label and stick it on the parcel before dropping it off at a Canada Post office.
Can I return or exchange any type of item?
No. For reasons of hygiene, underwear cannot be exchanged or refunded. All styles in the swimwear collection can be exchanged or refunded but only providing that the price tag is still attached and the protective hygienic liner is intact. Any item that is marked down more than 50% off is considered a final sale, and as such, cannot be exchanged or refunded. Any already reduced item to which an additional rebate is applied can only be exchanged following the same conditions noted above.
Will a refund be issued if my item is out of stock?
You will only be invoiced for the shipped items. Your total invoice will be lower than the original pre-authorized amount.
Do you have a price adjustment policy?
Yes. Souris Mini gladly honors price adjustments on regular price merchandise that is permanently marked down. Adjustment price requests must be made within seven (7) days of the retail purchase if accompanied by the original receipt in a Souris Mini store. We will not make any price adjustment over the phone.
Price adjustments will not be allowed after or during temporary offers or events such as the Black Friday, the Cyber Monday, the Boxing Day, the V.I.P. Event, the Chic Days or any other offer. Souris Mini is not accountable for statutory holidays and outside normal business hours.
ORDERS & PAYMENTS
What payment methods do you accept?
Souris Mini gift card
Souris Mini promotional gift card
Why does my gift card balance is empty when I still haven’t completed my order?
The system needs between 3 and 24 hours to reactivate the balance. If you had to go back and start over, you won’t be able to use your gift card back between 3 and 24 hours.
Your gift card is still valid in stores.
Why is my promotional code not working?
When am I supposed to enter my promotional code?
You can enter your promotional code before you click on “Proceed to Checkout” in the “Discount Code” field and then you have to click on the OK button.
When am I supposed to enter my gift card?
You can enter your gift card number after you click on “Proceed to Checkout” when you fill out the payment information.
Will my credit card be charged automatically for my order once I receive an email confirmation?
We pre-authorize your order amount with your credit card issuer at the time you place the order. Credit cards are not charged until we ship the item(s) to you.
Why do I get an error message when I select a size for an item I want to buy?
Available sizes are in blue. The grey ones mean that they are out of stock.
Why does the price of an item change when I click on a size?
Sizes 7, 8 and 10 from our children’s collections have a price tag a little higher than the smaller sizes, even when they’re on sale.
Are the online prices the same as in stores?
Yes. Our prices are always the same whether it’s in stores or online at www.sourismini.com unless there is an exclusive offer online.
Can I pick up my order in a Souris Mini store?
Yes. You can choose our in-store pick-up option during checkout and select your desired store location in Canada for order pick-up.
In your shopping cart, if you see a pop-up that says : "Geocode was not successful for the following reason : ZERO_RESULTS", close it.
Then go to the field that says: “Select an address to identify the closest store”, the city, the postal code and the country of your address and you will then be able to select an address recognized by Google.
In this field, Google only needs a street number and name to identify your address. Then, you can select the desired store for your delivery.
How much are the shipping costs?
Shipping charges are free when you buy for $100 or more of merchandise before taxes. The in-store pick-up option is free when you buy for $20 or more before taxes. Otherwise, the fixed shipping rate is $9.95 per order.
* Free Shipping is not available to remote areas and extra shipping charges may apply.
For the US
A $15 flat-fee shipping applies to all US orders. US flat-fee shipping does not apply to Hawaii, Alaska, Puerto Rico, APO/FPO addresses and the Virgin Islands. Please contact us for shipping rates.
There are no import duties and taxes charged to your order.
How long does delivery take?
Usually, you order arrive between 5 and 10 business days from the shipment date. In busier times, your order may take up to 15 business days to arrive.
SUBSCRIPTION & PERSONAL ACCOUNT
Do I need to set up an account to place my order?
No, you don’t need to create an account to buy an item online. You can use our guest checkout option.
What are the benefits to being a registered customer?
- You can view the status of your orders with ease and review your past purchases.
- You can renew a cancelled order.
- You can avoid database mistakes processed when you enter your home or email address.
- You save time. You won’t have to go through the same process over again when you place your next order.
- You can get easier help from the technical assistance team if you have any problems with your order.
How do I join the Privilege program and what are the advantages?
Ask one of our sales consultants at a Souris Mini store for your Privilege card (membership soon available online) and enjoy many exclusive advantages throughout the year.
ORDER FOLLOW-UPS & MODIFICATIONS
What happens once I receive my order confirmation by email?
Your order is being processed. You will receive a first email with your invoice and a second one with a shipping notice for home deliveries. As for in-store pick-ups, you will receive an email to inform you that your order has arrived at the store.
Why is my order status being blocked?
If you contacted our customer service to make a specific request or make a modification on your order, the status will be blocked until we issue the invoice. Please note that your order will not be delayed because of this. For any question, please contact us via email at firstname.lastname@example.org.
Can I modify my order?
If your order has not reached the billing stage, you can make a modification on your order by contacting our customer service via email at email@example.com or by phone at 1-800-611-1012 ext. 300.
Can I change the delivery address?
If your order has not been processed yet, you can contact our customer service via email at firstname.lastname@example.org or by phone at 1-800-611-1012 ext. 300.
When I cancel my order, do I automatically get a refund?
It takes a certain time before your pre-authorization amount disappears off your account. Your order is not charged to your credit card before it’s sent for delivery, so there is no refund to be made.
SECURITY & CONFIDENTIALITY
Is it safe to shop online at www.sourismini.com?
Yes, our www.sourismini.com website is stored on a SSL secured site, which means that all data is encrypted and completely protected. As an additional security measure, we will not retain any confidential information on our server.
If you choose to pay by Visa or MasterCard the payment will be pre-authorized. Please note that we don’t store any data from transactions made with credit cards. The only information kept is the transaction’s final result.