Client Service - Charles Simon
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Client Service

Client Service

Conditions of sale

The purchase of products including travel items and luxury suitcases (the “Products”) through the Charles Simon Inc. website (“Charles Simon” or “we”) at (the “Site”) is governed by the terms and conditions appearing below. These terms and conditions constitute a contract of sale (the “Contract”) between Charles Simon and you (hereinafter “you” or the “Customer”) as soon as you complete an order for Product(s) through the Site and you make payment of the sale price in accordance with the terms of Article 4 of the Contract.

Our Products

Charles Simon luxury travel items and suitcases are exclusively manufactured by Charles Simon and distributed by Charles Simon and its retail partners. We guarantee the authenticity of each of our Products. All our items are also accompanied by a proof of authenticity and a unique serial number.


The sale of a product that you wish to order through the Site will take effect only when you have completed the ordering process (as explained below) and you have paid the sale price in accordance with the terms of Article 4 of the Contract.

Selling price

The sale price of a product is that indicated opposite this product on the Site at the time when your order is placed with Charles Simon under Article 11 of the Contract. Unless otherwise stated, prices do not include applicable sales taxes and shipping charges.

Shipping and customs fees

Unless explicitly stated otherwise, prices shown do not include delivery charges.

For any delivery outside Canada, any customs fees and local taxes will be the responsibility of the recipient in addition to the price posted on the Site. Please consult your local customs agency for more information.

Delivery charges vary according to the options chosen and are calculated and displayed before you finalize your order on the Site. Delivery charges are also specified in the order confirmation email. For each order, you will receive a shipping notification email containing the name of the carrier and tracking information if available.

Methods of payment

The payment of your purchase is made by credit card via the secure online payment system Stripe. You agree to pay the full cost and expenses associated with the products purchased, including taxes, shipping, handling and handling, if applicable.

You are solely responsible for the actual payment of the product purchased. In the event that your payment cannot be validated or processed, your order will not be delivered and Charles Simon will have no obligation to process your order.

Charles Simon is not responsible for payment problems related to the operation of the secure online payment system.

If you prefer to purchase the Product by phone or mail, please contact Customer Service.

How to order a Product

To order a Product, you will be asked to indicate the desired characteristics of the product among the options offered (model, colour, customization options). You will then need to place the Product in your virtual shopping cart and proceed to the virtual checkout. You will then be asked to provide certain information in an information entry screen and you can then customize your Product. When the customization of your Product is complete, you will be able to view and, if necessary, modify your customization options. To do this, simply follow the steps on your computer screen. You will then be asked to pay the sale price of the Product, applicable taxes and shipping charges.


Confirmation of your order

You will receive a confirmation email a few minutes after placing your order. If it does not appear in your inbox, check your junk mail. A member of our Customer Service team will contact you by email 48 hours maximum after you have made a purchase to confirm your choice of options, the availability of materials and the time required to complete your unique luxury luggage.

The receipt by email of your order confirmation does not automatically mean that Charles Simon accepts it and is not a confirmation of commitment to sell the Products covered by your order. Charles Simon reserves the right, in its sole discretion, to cancel or refuse any order for any reason whatsoever, such as:

  • the unavailability of a product at the time of processing the order;
  • certain inaccuracies or errors in the price or Product information;
  • problems in processing your payment;
  • the impossibility of delivering the Product to the delivery address indicated.

Charles Simon may also require verification or additional information before accepting any order.

Processing your order

Since we process many orders each week, merchandise availability is always subject to change. You should allow approximately five (5) months for delivery of your Product. However, depending on the customization options you have chosen and the volume of orders we have in process, this delay may be longer. Following receipt of an order, we will confirm by email the specific deadline for processing your order.

You can contact us at any time at Customer Service to know the progress of the manufacture of your Product.


Products are shipped according to the option chosen when you placed your order and as confirmed on your invoice. Charles Simon is not responsible for delays or clerical errors in the delivery address that are attributable to you or any other delay caused for reasons of force majeure.

Any damage to the Products delivered must be reported within 72 hours of receipt of said Product. To do so, please contact Customer Service. After 72 hours, the Product will be deemed to have been sent and received in perfect condition.

If you return a defective or damaged Product to Charles Simon and the original packaging is not in good condition, suggesting that the defect or damage to the Product was caused upon delivery, Charles Simon reserves the right to return the Product to you and retain the sale price.

Customer Declarations

By completing an order, you represent to Charles Simon that you are of legal age to contract. Children under the age of sixteen (16) are strictly prohibited from purchasing Products through the Site.

By completing an order, you represent to Charles Simon that you are purchasing Products through the Site solely for personal consumption and not for resale, distribution or marketing to third parties. You further represent that the personal information provided to Charles Simon for billing purposes to complete the purchase is accurate. You also represent and warrant that you are the holder in good standing of the credit card with which you pay the sale price and applicable taxes for the products purchased.

Product Description

The descriptions and illustrations of the Products offered or advertised on the Site are given for information purposes only. These may vary slightly from the Products actually offered, particularly as to what is indicated below. Consequently, you accept that such variations may occur and acknowledge that Charles Simon cannot be held responsible for such variations.

The colours. The colours of the materials presented on the Site are calibrated according to established standards. Depending on your monitor calibration, colours may vary slightly.

The leather. The leather colours displayed on the Site may vary slightly from the leather colours produced by the tannery. Indeed, the craft process of tanning hides can cause very slight variations in colour from one skin to another.

Alcantara. The colours of Alcantara fabrics presented on the Site may differ slightly from one batch to another.

Wood. Each tree is unique. The grain of the wood and the colour of each piece vary from one to the other. The vain of wood is like the fingerprint of a tree. We select each piece of wood we use with the greatest care. All the wood used to make a suitcase always comes from the same tree.

Return of a Product

Subject to section 9 of these Conditions of Sale and the cases permitted under the Consumer Protection Act (Québec) (chapter P-40.1), where applicable, any sale of a Product on the Site is final and the Products purchased may not be returned or exchanged.

Order accuracy and billing

You are responsible for ensuring the accuracy of the description of the Products ordered (model, colour, customization options), the price and all billing details and, if applicable, correct any errors or inaccuracies. If any errors or inaccuracies cannot be corrected, you must promptly notify Customer Service by e-mail.

Once the order has been definitively completed, you will receive by e-mail a confirmation of your order accompanied by the invoice already paid and the Contract in digital format. You must print a copy of this email to ensure that you have the information mentioned in the purchase confirmation message and to double-check the terms and conditions of the Agreement that apply to you.

You have thirty (30) days from receipt of your invoice to have it corrected by Charles Simon as long as you can prove that your invoice contains errors or inaccuracies. After this time, the information on your invoice will be deemed accurate.

Jurisdiction and applicable laws

These Terms of Sale shall be governed by and construed in accordance with the laws of Quebec and the laws of Canada applicable therein, without regard to conflict of law principles.

This subsection does not apply to consumers in the province of Quebec, Canada, to whom the Consumer Protection Act (Quebec) (chapter P-40.1) applies instead. You irrevocably accept and acknowledge the exclusive jurisdiction of the courts of federal and provincial jurisdiction, sitting in and for the judicial district of Montreal with respect to any dispute arising out of or related to the Terms of Sale, elect domicile therein and waive any objection based on lack of territorial jurisdiction or any claim based on the notion of a forum non conveniens.

The parties hereby expressly exclude the application of the United Nations Convention on Contracts for the International Sale of Goods, the Convention relating to a Uniform Law on the International Sale of Goods and the Convention relating to a Uniform Law on the Formation of Contracts for the International Sale of Goods.


Charles Simon may change these Terms of Sale without notice. However, the terms and conditions applicable to a particular purchase remain those set forth in the Agreement, which are the terms and conditions applicable to the sale of products in effect on the Site at the time your order is placed with Charles Simon pursuant to Article 11 of the Agreement.

Except as inconsistent or otherwise provided in the Agreement, the provisions of the Terms of Use and Privacy Policy shall apply to you as if recited in full in the Agreement. You declare that you have read them and agree to be bound by them. However, the terms and conditions set out below shall prevail over the Other Provisions.

La version française des Conditions de vente est disponible ici.

These Terms of Sale are also available in languages other than French. The most up-to-date French version of the Terms of Sale shall prevail in the event of inconsistencies or contradictions between these Terms of Sale in other languages and the French version.

If you have any questions or comments regarding these Terms of Sale, please do not hesitate to contact our Customer Service:

Customer Service – Charles Simon Inc.
745 Lusignan Street
Montreal, Quebec H3C 1Z1

Copyright © Charles Simon inc. all rights reserved.