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How do I delete my account?
To delete your account, please contact our customer service department at info@maisonjacynthe.ca.
Orders
How can I track my order once it has been shipped?
As soon as your order has been shipped, you will receive a confirmation e-mail containing a tracking number. Use this number to track the status of your delivery on the carrier's website.
What should I do if my order is lost or damaged?
First of all, we're really sorry about the state of your order.
Please contact our customer service department at info@maisonjacynthe.ca in the event of loss or damage. We will work with the carrier to offer you an appropriate solution.
Standard delivery in Quebec and Canada
What are the usual delivery times?
The usual delivery time is 3 to 7 working days, depending on the location and delivery method chosen.
We process orders within 24 to 48 hours. Once the order has been processed and handed over to the carrier, please allow 3 to 7 working days for delivery.
*These times may vary according to peak periods (Black Friday, Boxing Day sales and/or ongoing promotions).
How much does standard delivery cost?
Orders of $90 or more (before tax) :
Free shipping
Orders under $90 :
Delivery charge of $9.50
Orders including Bistro products (available only in Quebec) :
One-time delivery charge of $12.50, regardless of total order amount.
Express delivery in Quebec and Canada
Do you offer express delivery?
Yes, we offer express delivery in Quebec and Canada.
How much does express delivery cost?
In Quebec, via Purolator :
Orders of $90 or more (before taxes): $7.50 delivery charge
Orders under $90: $12.50 delivery charge
In Canada :
Orders of $90 or more (before taxes) : Delivery charge of $12.50
Orders under $90: Delivery charge of $22.50
In-store pick-up
Do you offer in-store pick-up?
Yes, select the Warehouse Pickup option when ordering and choose the location.
International shipping
How long does international delivery take?
On average, international delivery takes 7 to 14 working days, depending on the destination country and the delivery method selected.
*Exception: We do not deliver to Mexico and Spain.
How much does international shipping cost?
Orders of 320 euros or more (before tax) :
Free shipping
Orders under 320 euros :
Delivery charge of 20 euros, since we pay more than half.
Are there customs or import fees for international orders?
No worries! No customs duties apply to international orders.
If you receive a customs invoice in error, please contact our customer service department at info@maisonjacynthe.ca.
What is your return policy?
Maison Jacynthe accepts returns only in the case of skin reactions, allergies, defective products, unused and damaged products within 30 days of purchase.
To initiate the return procedure for an order placed on the website, please contact our customer service department at info@maisonjacynthe.ca and provide the following details:
Description of the problem
Order number
Name of damaged product(s)
Proof of purchase (invoice and/or confirmation email)
Supporting evidence (photo/video)
Please note that for hygiene reasons, products cannot be returned or exchanged, and that all purchases are considered final sales.
1. Skin and allergy reactions
If a product causes a skin reaction or allergy, you may return it within 30 days of purchase.
2. Defective products
If you receive a defective product, please contact us at info@maisonjacynthe.ca.
Specify the nature of the problem and provide details. Although we cannot offer refunds, we will exchange your defective product.
It is imperative that the customer go through our customer service for any exchange request for orders made via the website. Once notified, we will inform store staff of your visit. If you are unable to visit one of our stores to make the exchange, please contact us.
3. Shipping errors / Incomplete delivery
In the event of a shipping error or incomplete delivery, please contact our customer service department at info@maisonjacynthe.ca.
4. Products damaged in transit
If a product is damaged in transit to your home, please contact our customer service department at info@maisonjacynthe.ca within 48 hours of receipt to inform us. We will provide you with instructions on how to resolve the problem. Any damage to products after receipt is the responsibility of the customer.
How long does it take to process returns and refunds?
Returns are usually processed within 5 working days of receipt in our warehouse. Refunds are made according to the original method of payment and may take up to 7 working days to appear on your account.
Maison Jacynthe account holders are immediately members of the program and can collect points. So you can start collecting points right away!
If you don't already have a Maison Jacynthe account, simply create one to start collecting points.
How does the loyalty program work?
Our loyalty program rewards your loyalty with increasing benefits as you accumulate points. Here's how it works:
Level I enjoy : From 0 to 9 999 MJ points, each dollar spent earns you 10 points.
Level I like : From 10 000 to 17 999 MJ points, each dollar spent earns you 12 points.
Level I love : From 18 000 MJ points, you reach our highest level, where every dollar spent earns you 15 points.
It's important to note that when you use your points to earn rewards, your points balance is adjusted accordingly.
For example, if you spend all your points after reaching the I love level with 18 000 points, you will return to the initial rate of 10 points per dollar spent, corresponding to the I enjoy level.
What are the catalog rewards?
Our loyalty program offers you new rewards every season. To discover our catalog of rewards, visit Loyalty Program. Please note that free gifts are subject to change without notice.
How do I redeem my points?
To redeem your points, exchange them for free products customized by our loyalty program.
To find out how to proceed, see Redeem loyalty points.
Can I earn points on all my purchases?
Almost! Points are accumulated on regularly priced products.
Some exclusions apply :
Gift certificates
Bistro products and food
All products under the Food tab
Please note that the loyalty program cannot be combined with any other promotion.
Can I get my points refunded or exchanged?
Once the transaction has been completed and your points have been used, they cannot be recovered or exchanged for another product.
If the transaction has not been completed and you wish to cancel your coupon, it is possible to recover your points:
Click on the pink bubble at the bottom left of your screen entitled Maison Jacynthe - Loyalty program.
Click on profil icon to the right of Rewards.
Click on History.
Click on Cancel the coupon.
How can I cancel my coupon?
If the transaction has not been completed and you wish to cancel your coupon, it is possible to recover your points:
Click on the pink bubble at the bottom left of your screen entitled Maison Jacynthe - Loyalty program.
Click on profil icon to the right of Rewards.
Click on History.
Click on Cancel the coupon.
Do points have an expiry date?
Please note that after 12 consecutive months without using your accumulated points, your balance will be reset to zero. Stay active by redeeming your points for rewards to maximize your benefits!
Does the value of my free product qualify me for free delivery?
No, delivery is free when you reach the amount indicated before taxes.
I've saved my points for a specific reward, but it's no longer available. What can I do now?
Our loyalty program is evolving, and rewards may change without notice.
How often do rewards change?
Our loyalty program offers new rewards every season. Rewards are subject to change without notice.
Is it possible to use our online points to obtain catalog gifts for in-store purchases?
Certainly, your points are redeemable both online and in-store. In-store, you can redeem your points for a variety of rewards. Online, only one free gift per order is allowed.
How can I check my level?
To check your level, click on the pink bubble entitled Maison Jacynthe - Loyalty program, at the bottom left of your screen. Then select the box with the medal icon.
What payment methods are accepted?
In Canada, we accept payment by credit card and PayPal.
In Europe, we only accept payment via PayPal.
What is the typical shelf life of your products?
The shelf life of our products varies according to their type and formulation, generally between 6 and 24 months. We recommend checking the pictogram on each product.
How do I choose the right products for my specific skincare routine?
To choose the right products for your skincare routine, you can book a free online appointment with one of our experts, who will guide you towards the most suitable products. You can book an appointment here.
Alternatively, you can visit one of our boutiques directly, where our team will be able to offer you personalized advice. To find your nearest boutique, visit Our shops.
What are your initiatives that make a difference?
Use organic vegetables, fruits & nuts in our dishes and preparations.
Use glass containers as much as possible, and on the make-up side, recycled cardboard as much as possible.
We offer an 825 g format, which usually corresponds to 5 meals. Each bulk contains a variety of 11 to 14 vegetables and sprouts. Please note that the selection of vegetables may vary according to availability.
What are the advantages of subscribing to bulk salad?
A bulk salad subscription offers the convenience of healthy, balanced meals delivered right to your door. Each tub of bulk vegetables, consisting of 11 to 14 vegetables for the equivalent of 5 meals, allows you to enjoy a nourishing and energizing diet. In short, this subscription is a practical solution for integrating a vitality-rich diet into your daily routine.
Can I suspend or cancel my subscription at any time?
To cancel or pause your subscription deliveries, please contact us by e-mail at info@maisonjacynthe.ca.
Salon, Spa & Hammam
What types of treatments and services are offered in your spa salons?
We offer a full range of treatments and services in our spa lounges, including relaxing massages, facials, hammam sessions, wellness and relaxation treatments, and an infrared sauna.
To find out more about our treatments and services, see Our beauty salons.
How can I make an appointment for a treatment in one of your spa salons?
You can book an appointment online by clicking here. You can also call directly to the store of your choice.
How long does a spa treatment usually last?
The duration of a treatment in our spa salon varies according to the type of service you choose. To find out about the different treatments offered, please visit our Our Beauty Salons page.
Can I offer gift certificates for spa treatments to my loved ones?
Yes, you can purchase a gift certificate in-store or online, and it can be used for all our spa services. To make a reservation using your certificate, please call the spa of your choice.
What are the policies regarding cancellations or changes to appointments?
A deposit of 30% is required when booking an appointment for esthetics and massage therapy. This deposit is non-refundable if a cancellation is made 24 hours or less before the appointment. A credit card number is required to make a reservation.
Please note that if you have an online Gift Certificate, please provide us with the code so that we can validate it before your arrival.
Bistros
What kind of food and drink do you offer in your bistros?
Our selection includes everything you can find in our lunch boxes, such as fresh salads, tasty soups, quality proteins, healthy snacks, as well as juices and almond milk. In addition, we offer special options available exclusively in our bistros, such as protein shakes and other snacks.
Do you use local and organic ingredients in your dishes?
If we can use local ingredients, we do! Yes, we buy organic ingredients.
Do you offer vegan options on your menus?
Yes, we exclusively offer vegan options on our menus.
Contact us
Press request
For media inquiries, please contact us at info@maisonjacynthe.ca
Career
If you are interested in working for Maison Jacynthe, please send your CV to the following address: carriere@maisonjacynthe.ca
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