Shop Policies


Our policy is applicable to purchases less than 30 days old. After 30 days, we unfortunately cannot offer refunds or exchanges. To be eligible for return, your item must be unused and in the condition you received it. It must also be in its original packaging.

To complete your return, we require a receipt or proof of purchase.
Do not return your purchase to the manufacturer.

1.1 Exclusions
Return of gift cards is not accepted. The return of sold or promotional items is also not possible. Only regular priced items are refundable.

1.2 Refunds (if applicable)
Once your return is received and inspected, we will email you to let you know that we have received the returned item. We will also let you know if your refund is approved or denied.

If approved, your refund is then processed and your credit card or original payment method is automatically credited within a few days.1.3 Partial Refunds (if applicable)

In some cases, only partial refunds are granted

  • Any item that is not in original condition, damaged, or missing parts for any reason not due to error on our part.
  • Any item returned more than 30 days after delivery


1.3 Partial Refunds (if applicable)
In some cases, only partial refunds are granted

  • Any item that is not in original condition, damaged, or missing parts for any reason not due to error on our part.
  • Any item returned more than 30 days after delivery

1.4 Delayed or missing refunds (if applicable)
If you haven't received a refund yet, check your bank account first. Also contact your credit card company, as it may take a little time for your refund to officially post.

Then contact your bank. The posting of a refund is often preceded by a processing time.

If you have completed all these steps and you still have not received your refund, contact us at the following address:

1.5 Exchanges (if applicable)
We only replace items that are initially defective or damaged. If you need to replace yours with the same item, email us at and send your item to 989 Avenue Nordique, Québec, QC, G1C 0C7, Canada.

1.6 Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit equal to the value of the item being returned. Once the returned item is received, a gift voucher will be sent to you by post.

If the item was not marked as a gift at the time of purchase, or if the person giving the gift had the order sent to them with the intention of giving it to you later, it is her that we will send the refund and she will therefore know that you have returned her gift.

1.7 Shipping
To return your product, you must send it to the following postal address: 989 Avenue Nordique, Québec, QC, G1C0C7, Canada.

Shipping costs associated with returning your item are your responsibility. They are not refundable. If you receive a refund, the return shipping cost will be deducted.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item valued over $100, we recommend using a shipping tracking service or insuring your shipment. We do not guarantee that we will receive the returned item.


2. PRIVACY POLICY knows how important it is to protect the personal information collected. We want each user's experience to be risk-free throughout their visit to the site. With this objective in mind, we have developed a suitable privacy policy to explain our guidelines regarding the collection and use of your personal information.


2.1 Privacy and security
We also place the protection of your privacy at the top of our priority list. Therefore, we have a strict policy that prohibits the sale, loan or rental of any personal information you may provide during registration. On the site or when registering an order. Any personal information obtained when using the site is only used with your consent and we only use it for the purpose of processing your order properly and to make your shopping experience as pleasant as possible.

2.2 Information collected and use by
Personal information includes your first and last name, your full postal address and your email address. This personal information collected from users when creating an account or registering an order is kept confidential by

When creating a customer account, what is optional for registering an order will be indicated. You will be asked for a username and password, which will allow you to identify yourself on the site.

When purchasing, you will be required to provide your credit card information in order to complete your transaction through our payment gateway secured with SSL encryption technology. This technology makes your personal and credit card information unreadable while it is routed to the server during payment.

Still with the aim of reducing the risks of fraud or misuse of personal information, the postal address of your account must be the same address as that registered for your credit card. This information is strictly personal and will never be provided to third parties. will never have direct access to your credit card number.

We will use your personal information to communicate and correspond with you, as well as to respond to your requests. With your consent, we may also occasionally send you emails or other messages about products or services that we think may be of interest to you.


2.3 Information collected automatically automatically collects certain non-personal information about site users. This information does not allow you to be identified. They include the IP address of your Internet service provider, the date and time you visited the site, the Internet address of the website from which you reached our site, the operating system you use, the sections of the Site that you visit, the pages of the Site that you read and the images that you view, and the content that you download from the Site.

This non-personal information is used for the administration and improvement of the site.

2.4 Participation in contests
We frequently organize contests. To participate, you will need to register on the site and therefore share your contact details. Unless you decide to subscribe to our newsletter, the information collected during your participation in a contest will only be used to contact you if you are declared a winner.


2.5 Use of cookies
In order to personalize the service, we use cookies to notify us of your visit to the site. Cookies improve the convenience and use of the site. These cookies also allow you to be recognized as a user of the site if you open a account and make several visits to the site. You will therefore not have to enter the same information each time. You can choose to reject cookies, if your browser allows it, but your use of the site may be affected as well as your access to some of the functions it includes. You may also no longer be able to make transactions from the site.

2.6 Disclosure to Service Providers may transmit your personal information to certain service providers to verify and validate the information and to answer your questions. Service providers primarily include credit card companies. To reduce the risk of fraud or misuse of personal information, may also verify your personal information, including your address and credit card information, with service providers.

We will take reasonable steps to ensure that your personal information will be used in accordance with this policy. If you do not want us to provide your personal information to these service providers, we may not be able to process your request.

2.7 Legal Disclosure may disclose your information as permitted or required by law. For example :

  • To a government institution or any other person or entity that has exercised its legal authority to obtain this information;
  • If we have reasonable grounds to believe that they could be useful in an investigation of illegal activity;
  • To comply with a subpoena, warrant or order from a court, person or entity having authority to compel disclosure of this information;
  • To comply with court orders regarding the submission of reports and information;
  • To our legal advisor.

2.8 Retention of personal information
We keep your personal information as well as your order history. You have the right to access and rectify your personal information and you can at any time request that it be removed from our files. To exercise these rights, simply access your online account or write to us at


Last modification: January 14, 2020

Preliminary remarks
This contract constitutes a legal agreement between the user of the site and Fantôme Café Inc. with regard to the portal and the purchase of products (hereinafter referred to as the “site” and the “Products”).


3.1 Acceptance of the conditions of service
By accessing or using the Site, you declare that you have read, understood and agree to be bound by these Terms of Use (this “Agreement”). You expressly agree to comply with this Agreement, as well as any changes to it (as set forth below). reserves the right, at its sole discretion and without prior notification, to update, modify, add or delete provisions of this contract. In this case, will publish on this page the modifications made to this contract by indicating at the top of the page the dates of revision of this contract.

If you do not wish to be bound by this agreement, do not browse or use the site.


3.2 Eligibility
By browsing and using the Site, you expressly represent and warrant that you have the legal right and capacity to enter into this Agreement. Otherwise, you are not authorized to browse or use the site.

3.3 Account and password
If you decide to create an account on the site, all information used must be true, complete and be updated promptly in the event of change. You are prohibited from transferring your account to a third party or another user of the site.

You are responsible for maintaining the confidentiality of your password. cannot be held responsible for unauthorized use of your account. In the event that the confidentiality of this information is compromised, please notify as quickly as possible in order to avoid possible fraudulent use of your account.


3.4. Assignment
The site's mission is to offer you a diverse range of coffee-based consumer products for sale, as well as to facilitate access, wherever you are, to these products.

3.5 Purchases on the site

Product and description
Product availability may vary at any time and is subject to change without notice. Many of the products are imported from overseas and may be unavailable for an indefinite period of time or even discontinued. You must therefore choose between one or other of the products then available on the site when registering the order.

Each product may contain a description, such as specifications on its quantity, flavors, etc. does not guarantee the veracity of any product description contained on the site. provides you with different search filters to facilitate your shopping experience. Whether you use these search filters or not, you need to make sure that the purchased product meets your needs and tastes.

Product availability strives to keep the inventory of products sold on the site as up to date as possible, but the latter cannot, at any time, guarantee the availability of its Products. therefore disclaims all liability for any damage that may be caused to you due to a stock shortage and/or the impossibility of delivering the Product you ordered.

If we find it impossible to deliver to you any of the Products you have ordered on the site, you will be informed by email and will be reimbursed as soon as possible following the sending of this email.


3.6 Payment terms

The prices of products offered by are indicated in Canadian or American currency. All orders, regardless of their origin, are payable according to the currency selected by you or indicated by default, plus taxes. reserves the right to modify its prices at any time. The Products are always invoiced on the basis of the prices in force at the time the order is registered.

Payment for any purchase on the site can be made with credit cards authorized by, either Visa or Mastercard or those accepted by the secure payment gateway used by

You are solely responsible for the payment method chosen and the veracity of the information you transmit for this purpose. Without limitation, you declare that you are the holder of the credit card or bank account used for the payment. is not responsible for payment issues related to the operation of the e-commerce service. reserves the right to modify the available payment methods or to use other providers to do so.

To reduce our impact on the environment, you will not receive a paper invoice. When you order, we will instead send you an email containing a summary of your order, as an electronic invoice.

Cancelation reserves the right, at its sole discretion, with reimbursement of any amount received, to cancel an order at any time and without notice.



4.1 Shipping and delivery

Delay of treatment
Orders are generally processed and shipped for delivery within forty-eight (48) hours, Monday to Friday, following receipt of your payment if all products are available in inventory. Public holidays in effect in the Province of Quebec must be excluded from this period.

If for a reason beyond our control your order cannot be shipped within the time frame mentioned above, you will be informed quickly by email

You should pay close attention to the emails sent to you, as these may include price adjustments, credits, notices of unavailable products and even suggestions for product changes. Make sure emails from do not go into your spam box.

Shipping method
When ordering, you can select one or other of the delivery methods authorized by (Canada Post, expedited mode or others).'s standard shipping method is Canada Post expedited parcel, delivered without signature.

Regardless of the shipping method chosen, we will provide you, by email, with a link that will allow you to follow the delivery of your order online and live.

Deliveries can only be made to locations that have a physical address with street name or rural route number, as well as a zip code. No order will be delivered to a post office box.

All delivery costs, plus applicable taxes, are your sole responsibility, from the warehouse, and will be added to the purchase price. To find out the delivery costs for your order, you will need to identify yourself if you have an account or otherwise indicate the planned delivery address. These costs depend on the delivery address and the contents of the order. They can also contain a fixed part and a variable part, depending on the price or weight of your order. Delivery charges are generally a minimum of seven dollars and twenty-five cents ($7.25) and are attributable to Canada Post or the selected supplier.

All costs relating to import/export and customs clearance, plus applicable taxes, are also your sole responsibility, from the warehouse located in Quebec, and will be added to the purchase price. It is your responsibility to verify any law, regulation, or standard of any nature whatsoever that is applicable to you regarding the import, export and customs clearance of the Products.

Shipping costs, including packaging and handling, are included in the purchase price of each item. reserves the right to indicate in the product description any promotion related to its shipping and delivery according to the terms and conditions which will be mentioned there.

We advise you to combine your purchases into a single order to reduce costs as much as possible. Please note, however, that we cannot group orders that must be shipped to different addresses. In this specific case, you will have to pay fees for each of them. Particular care is taken with orders containing fragile products, such as glass containers, which are then oversized and protected.

Refusal, non-complaint or delivery to the wrong address
If you refuse to take possession of your order upon delivery, it will be returned to the warehouse in Quebec. The same applies to unclaimed orders after one or more delivery attempts and after a certain number of days waiting at the postal counter. Delivery terms vary depending on the supplier selected. Here is the link to the Canada Post and UPS explanatory pages on this subject. Orders delivered to a wrong address due to your error or with an incomplete address are also returned to the warehouse.

In all cases, with the exception of a refusal of a package because it was damaged in transport or an address error which was not caused by you, will not is not responsible for shipping and delivery costs, customs duties and other taxes relating to the return of a shipment to its warehouse and you will then have to assume them entirely.

Pick-up on site
If you live in Quebec, you can save delivery costs by picking up your order directly from a drop-off point in Quebec City. The pickup address will appear at the payment stage. This option was added to accommodate customers in Quebec City who are willing to travel to avoid delivery costs. Please note, however, that drop-off point availability times may change. You will need to find out the schedule by telephone before traveling.

If you have any questions or a special request, do not hesitate to contact us by email:

Transfer of ownership and liability
You become the owner of the products purchased when you take possession of them upon delivery. By becoming the owner of the products, you assume full responsibility for them, including but not limited to that relating to any loss, damage or breakage.

Delivery time
Any delivery times indicated, if applicable, on the site are displayed for informational purposes only. does not provide any guarantee or assume any responsibility for the delivery time of the products. We invite you to track your order, with the tracking number sent to you by email, on the messaging service websites.

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