Faqs
General
Where are Nana the brand products designed and manufactured?
Nana the brand products are first conceived, designed and sometimes even created in Quebec by our design, sourcing and pattern-making teams. Once the samples are to our liking, all items are manufactured abroad.
Is it possible to keep up to date with the latest news?
Great news! All you have to do is subscribe to our newsletter to receive information on new products, restocking and current promotions. Psst, don't say it too loud, but at the same time, you'll be entitled to a 10% discount coupon code applicable on our website.
How do I know if I'm buying the right size?
A size chart is available to help you make the right choice.
Payments
What payment methods are accepted?
We accept payment by Visa, MasterCard, Paypal and Sezzle. Charges will appear under the name Boutique-Nana on your credit card.
Are credit card payments secure?
Shopping at nanathebrand.com is secure. Personal information provided on nanathebrand.com is transmitted via a secure server using Secure Socket Layering (SSL) encryption technology. For more information, please see our Privacy Policy.
Control
Where can I find my receipt?
The confirmation slip (including your #NANA order number) you receive by e-mail acts as your invoice. Don't forget to check your junk mail box. If you still haven't received this confirmation, please contact us at info@nanathebrand.com.
How can I track my order?
As soon as your order has been dispatched, you'll receive an e-mail with a direct link to the carrier's website, enabling you to track the progress of your parcel.
Can I cancel/modify my order once it has been confirmed?
Yes, to change or cancel an order, it is important to contact us at info@nanathebrand.com before you receive your shipment confirmation by e-mail.
What should I do if I receive an item that doesn't match my order or is missing?
Contact us at info@nanathebrand.com and a member of our team will get back to you as soon as possible.
Delivery
To which countries can I have my Nana the brand order delivered?
We deliver anywhere in Canada. For international orders, simply contact us by e-mail at info@nanathebrand.com.
What are the delivery costs?
Shipping is 4.99 $ in Quebec/Ontario. Delivery is free for orders over 100 $.
For the rest of Canada, shipping is 6.99$. Delivery is free for orders over 100 $.
What are the delivery times?
Orders are generally delivered within 3 to 7 business days in Canada.
Are delivery charges refundable?
All delivery charges, including those incurred for returns, are non-refundable.
I've missed delivery, what should I do?
You must contact the carrier directly to reschedule a new delivery.
Returns
How can I make a return?
All purchases (unless otherwise indicated, such as clearance items, earrings, etc.) are refundable. Simply follow the steps in our Returns section. Returns, refunds and cancellations.
How long do I have to make a return?
You have 30 days following receipt of your order. For orders placed between Good Friday and the end of December, returns are accepted until January 31.
How can I make an exchange?
No exchanges accepted.
Can I return my nanathebrand.com online order to one of the partner stores?
No, a purchase made on nanathebrand.com cannot be refunded in store and vice versa.
Pick-up at Nana the brand warehouse
Is pick-up service available?
The option of ordering online and picking up your order at our warehouse is available (free of charge). Once your order has been reviewed, simply select the "Collect" option for delivery.
Address:
103-13950 rue de la chapelle, Mirabel, Qc, J7J 2C8
Store opening hours:
Sunday: Closed.
Monday: 10 a.m. to 3 p.m.
Tuesday: 10 a.m. to 3 p.m.
Wednesday: 10 a.m. to 3 p.m.
Thursday: 10 a.m. to 3 p.m.
Friday: 10 h to 15 h.
Saturday: Closed.
*It is also possible to make an appointment outside opening hours by sending a request by e-mail to orders@nanathebrand.com.
Nana the brand rewards program
How does it work?
All you have to do is register for a free customer account! Registration is entirely online at nanathebrand.com.
How do I collect points?
How do I redeem points?
Step 1: Be sure to log in to your customer account.
Step 2: Click on the floating "Rewards > How to redeem my points" button.
Step 3 : Select your reward and click on the "Use" button.
Step 4: Just after step 3, a promotional code will appear. Click on "Apply promo code now" to use it on your next order. This code will be saved in the rewards list.
It's really simple and exciting!
