Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email or chat (below).

How can we help?



How can I change or cancel my order?

We completely get it, we change our minds too! If you wish to cancel your order, please contact our Customer Service as quickly as possible at 514-345-0135 #0272

If the order status is still in process, we will be able to cancel it. If you need to contact us outside of our business hours, please send an email to and write in the subject of the email « CANCELLATION OF ORDER #0012345 ».

Please note that if the order has been processed, we unfortunately cannot change or cancel it.

How can I track my order?

Once your item(s) have shipped, you will receive an email confirmation with the tracking number and courier. You will also receive an email confirmation once your order has been delivered.

What shipping courier do you use?

UPS, Purolator, Canada Post, FedEx and USPS are partner couriers. The shipping couriers vary by region and are subject to change from time to time. 

I received the wrong items, what should I do?

If you received the wrong item, color or size please contact our customer service as soon as possible with your order number and pictures of the wrong item(s). We will do our best to rectify the issue and send you the correct item(s) as quickly as possible. 

What forms of payment do you accept?

Payments can be made by Visa, Mastercard, Discovery, Diner’s Club, PayPal, Apple pay and Google Pay.

How can I use my promo code?

Note : Discounts cannot be combined. To apply a promotional code, discount code, or Gift Card to your order:

 1. Confirm the correct item(s) are in your cart and click the "checkout" button

2. Once you have started the checkout, a discount code box will appear. Enter your code into the "Discount code" box and click "Apply" to add the code to your order.

How can I find out the balance of my gift card?

To check your gift card balance, you must have an Auclair account.

1. Log in to your Auclair account

2. Once logged into your account you should have the option to check your gift card balance.

If not, contact our customer service for more information.

Can you price match if I purchase an item and it goes on sale after?

Yes, we will refund you the difference for up to 14 days following your purchase. We only match prices for items purchased on our website. To obtain a price adjustment, please contact us with your order number.

Shipping, Returns and Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What are your delivery times and cost?

Our office hours are 8:00AM-4:30PM EST Monday-Friday.

Orders are processed for shipping within 72 business hours of order entry. We try our best to be faster, but during peak times this is our goal.

Note : Please ensure delivery is to a secure location, Auclair is not responsible for packages that have been lost or stolen once the delivery has been confirmed.


Flat-rate ground shipping of $8.00 per order. Shipping is between 5-8 business days depending on final destination.

Orders over $89.99, before taxes, receive free ground shipping.


Flat-rate ground shipping of $8.00 per order. Shipping is between 5-8 business days depending on final destination.

Orders over $89.99, before taxes, receive free ground shipping.

What is your return policy for online orders?

At Auclair, the quality of our products and customer satisfaction is our #1 priority.

We accept returns within 30 days of original purchase. Items must be in new and unused condition with the original tags on them.

How do you return an item?

Simple! Follow this link and we’ll walk you through our brand new return portal.


How do you get a refund? You have 2 options :

1: The good old fashion way – You submit a return request and send back the item(s). Once we receive it and process it (can take up to 2 weeks), we will refund you on your original payment method. This refund method has a 10$ restocking fee.

2: The quicker way - You submit a return request, send back the item(s), and you will receive a gift card with the amount from your original purchase. This method has no restocking fee.

Can I exchange an item?

You can request a return and send back the item that does not fit. We will then refund you in store credit so that you can place a new order for the item of your choice.

Where do you ship?

At this moment, we deliver to addresses within Canada and USA only.

How long does it take for me to get a refund?

Refunds can take approximately 5–10 business days to complete. Once the return has been received at our distribution center, please allow time for the return to be reviewed and processed. Processing time can vary. If you have any concerns regarding your refund, you can always reach out to

I am returning an item purchased with a gift card, how does that work?

Purchases made with a gift card will be refunded in store credit. Once the store credit has been issued you will receive an email with a code which is to be applied in the Gift Card field at checkout on your future purchase(s).

Product and size

How do I know my glove size?

No two hands are alike and finger length relative to palm size is not constant for each person. To find your glove size, measure your hand with a tape measure around the palm area. You should use your dominant hand, the right if you are right-handed, and the left if you are left-handed. 

For more information, please refer to our size chart.

What is the difference between a women's model and an adult model?

Models for women tend to have a slimmer fit than adult models. A woman can fit in an adult glove by sizing down. Example: If you wear a women’s medium, take an adult small. 

What is your warmest glove/mitt?

This is a question that we receive fairly often, as we would all like to have a glove that will keep our hands warm during the winter season. Unfortunately, we can not provide an exact answer due to a number of factors such as: your resistance to the cold and the type of activity you are partaking in. Therefore, we recommend referring to warmth scale found within the product description of our winter gloves.

From a scale of 1 to 5, 5 being the warmest and 1 being the least warm.

I lost my right/left glove, can I buy a single glove?

Unfortunately, our inventories do not allow us to sell gloves in broken pairs.

What is the difference between waterproof and water-resistant?

A water-resistant glove will keep your hands dry for a certain amount of time and will protect against a certain quantity of water. It is not fully impenetrable, whereas a waterproof glove will keep your hands dry in extremely wet conditions and is technically impenetrable.

Glove care

How do I wash and dry my gloves?

If you want to wash your gloves, it is very important to be very delicate and not to wash them too frequently. Well-maintained gloves will last for years. Here are some instructions for washing your gloves:

1. Be sure to use a damp cloth and gentle soap. For leather, saddle soap is a good option, as it cleans the leather while protecting it.

2. Wipe the outside of the glove clean, rinse the damp cloth and wipe again to remove any soap residue.

3. You can then lay the gloves flat to air dry or hang them up by your fingers. It is not recommended to dry the gloves in the dryer or directly over a heat source, as this may damage the glove material.

4. For extra protection, you can apply wax to the gloves. We recommend the application of NIKWAX wax at the start of each season for the protection and longevity of the leather.

My gloves smell bad, how do I get rid of the smell?

Gloves that are not dried properly could develop certain odors. The inside of gloves, like the inside of shoes, are hot, humid and closed environments that can favor the development and growth of bacteria. To avoid this from occurring, it is very important that the gloves are dried well after each usage.

Unfortunately, there is no magic solution if your gloves have already developed an odor. However, drying the gloves in open air with a fabric softener sheet inside of them could help to reduce the odor.

How do I apply Nikwax to my gloves?

Tear open the Nikwax pack and put on the gloves. Apply the wax like a lotion for your hands and rub the cream all over the gloves. Make sure it is completely absorbed in the leather. If you think you missed a spot, apply a bit more.

Note that Nikwax could occasionally alter the color of the leather. Test it first on a small area before applying it all over the gloves to be sure that you are satisfied with the result.

Get in touch

Have questions about your order, or a general enquiry?