Frequently Asked Questions
Q: How do I submit a warranty/service claim?
A: Click on the Returns menu in the ‘My Account’ navigation and you’ll be given details for next steps.
Q: Why should I order online?
A: Easy re-ordering
Quick understanding of what is in-stock
Simple filtering by color, season, fabric mill and range to find the product you are looking for
Easily see items on sale
Drop-ship items to your customer's address
Efficient order entry (No phone wait time and order at any time)
Q: Do you accept purchase orders?
A: Yes. Please provide your purchase order number during checkout online, in the "P.O.#" section of the cart.
Q: What currency are your prices listed in?
A: The price that you see is in your current currency. If your account is based in the US, your prices are in USD. If your account is based in Canada, your prices are in CAD.
Q: How do I cancel my order?
A: If you need to cancel your order please contact us immediately at 1-800-361-6250 and ask to speak to customer service. Please have your order number handy.
Q: I ordered the wrong product. What should I do?
A: We will consider taking the product back, subject to a restocking fee on the items plus any shipping and handling charges. The customer is responsible for shipping charges to and from S. Cohen for both the returned product and the new replacement product.
All returns must have prior authorization from S. Cohen, and be shipped back to S. Cohen within 7 working days of receipt of the items. Once the item is received by S. Cohen, we will dispatch the replacement product.
Q: Where do you ship?
A: We ship Internationally. Please contact us for more details.
Q: Once I place my order how long will it take to receive it?
A: We endeavor to process and ship all in-stock orders within 1-2 business days of your order. Transit times will vary with the shipping speed selected by the customer at check out.
Q: How do I know if my order was accepted?
A: When we receive your order, you will get an email confirming that we are reviewing your order. In the case of a problem, we will contact you by phone and make the necessary changes on your order.
Q: What happens if there is a problem with my order?
A: If there is any problem with your order you will be contacted by phone.
Q: How do I know if what I want is in stock?
A: Our website is connected to our inventory system. (Subject to outlier issues. We reserve the right to cancel any order.)
Q: How do I contact customer service?
A: You can contact our customer service team via:
Mail: 153 rue Graveline, Montréal, QC, Canada, H4T 1R4