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 #3

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 ecommerce@auclair.com 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.

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.

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. 

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. 

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.

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.

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.

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.

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

Orders are processed for shipping within 72 business hours of order entry however please note that during busy periods (i.e. holiday season), delays may occur.

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.

USA

Flat-rate ground shipping of $10 per order. Shipping is between 5-8 business days depending on final destination.

Orders over $99.99, before taxes, receive free ground shipping.


CANADA

Flat-rate ground shipping of $10 per order. Shipping is between 5-8 business days depending on final destination.

Orders over $99.99, before taxes, receive free ground shipping.

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. Shipping fees are non-refundable in the case of returns.

How do you return an item?

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

REFUNDS/EXCHANGES  

How do you get a refund?

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. 

REFUNDS
Approved returns will be processed and refunded as quickly as possible against the payment method used when initially placing the order.

EXCHANGES
We do not accept exchanges.

IN-STORE PURCHASES
We do not accept returns for purchases made in stores. Please return the items where you originally purchased them.

We'd love the chance to meet you in person, but unfortunately, we can't accept returns at our warehouse. To ensure a smooth process, please adhere to our return policy.

We do not offer return labels. Customer is responsible for all shipping costs associated with a return. You must use an authorized courier like Canada Post, FedEx & UPS at your own expense.

We're not offering exchanges yet! The easiest way for us to proceed an exchange demand is that you return your item and order another one afterwards. BUT, we're working on it in order to provide you the best experience possible!

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

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 ecommerce@auclair.com

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).

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.

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. 

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.

• Level 1 : For when temperatures start to dip and your hands need a little warmth. This warmth level is for models that are lightweight, versatile and can be used to add an extra layer inside the gloves or to be worn as is at the start of the season.
• Level 2 : This warmth level is for when winter has started or nearing its end but the weather is still cold enough to head to the slopes. It will keep your hands dry and warm in these conditions.
• Level 3 : When the days get chillier and the wind is stronger, this warmth level is best if your hands are not used to dealing with the cold. Ideal for any winter activity, from skiing to touring. 
• Level 4 : Models with this warmth level are often made with PrimaLoft or 3M Thinsulate and are designed for when winter conditions are not favorable. Perfect choice to practice your favorite winter sports while keeping your hands nice and toasty
• Level 5 : Often made of down insulation, these models are very warm, sometimes even too warm for many. This is perfect for extremely cold days where intense winter sports activities are practiced at a minimum as the hands can heavily perspire.

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

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.

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. Do not use a washing machine or dryer to clean your gloves. 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.

Certainly! Indeed, our heated glove batteries are TSA-compliant. Since all Ewool batteries are lithium-based, they should be securely stored in your carry-on luggage for safety reasons.

Our heated gloves have been crafted with waterproof panels (IP67) to shield the technology from environmental conditions. To stay completely dry in the rain, it's best to wear them as a layer underneath another glove. When you do that, you won't have to worry about water getting inside.

Our heated gloves have been crafted with waterproof panels (IP67) to shield the technology from environmental conditions. To stay completely dry in the rain, it's best to wear them as a layer underneath another glove. When you do that, you won't have to worry about water getting inside.

When storing heated clothing for an extended period, it's important to disconnect the batteries. Before storing, ensure the batteries are fully charged. It's also a good idea to recharge them every three months to maintain their charge. By adhering to these instructions, you can keep your batteries in optimal condition and ready for use whenever necessary.

To start, make sure you take out the batteries. Wash separately in cold water using a gentle detergent if machine washing. Then, either let it air dry by hanging or use a low-heat setting if using a tumble dryer.

Our haptic system simplifies the process of identifying your selected heat setting with a single button press. It's easy to understand: three vibrations correspond to Level 3, two vibrations indicate Level 2, and one vibration signifies Level 1. This immediate feedback, combined with light indicators, ensures that you can effortlessly determine and feel your current heat level.

You can recharge your battery in less than 2.5 hours, ensuring minimal downtime between uses. Plus, thanks to the SnapConnect feature, you can charge your gloves without the need to take out the batteries.

You can charge the 22W Flat Battery up to 300 times. Once you reach that limit, you have the option to buy a new battery to keep using your line

Ewool batteries are specially designed to be compatible with other Ewool products. If you own heating clothing from another brand, check with their seller to see if other batteries can be used with their clothing.