📦 Orders, Payments and Shipping
Why can't I order latex, nail polish, or glue online?
During the winter season, we remove the shipping option for these products because they may freeze and get damaged during transit. However, you can still order them for in-store pickup (in Montreal or St-Élie-de-Caxton).
I forgot to add my promo code or I purchased a duplicate item. Can you help me?
Yes, of course! We can cancel and refund the incorrect order so you can place it again with the proper promo code, or simply cancel the duplicate item and issue a refund. Contact us if you're unsure of the steps to follow.
Do you offer partial shipments if an item is on pre-order?
Yes, we can split your shipment and send in-stock items right away. Please note that additional shipping fees may apply for the second shipment. Alternatively, we can cancel and refund the missing item to ship the rest.
I received a delivery confirmation but didn’t get my package, what should I do?
Contact us immediately. We will verify the proof of delivery and open an investigation with the carrier (Purolator, GLS, etc.). If the package is confirmed lost, we will resend your order.
Do you offer installment payment options?
Yes, we offer monthly installment payments through platforms like Affirm or Shop Pay.
Can I use my own shipping label (UPS, Purolator, etc.)?
Absolutely. You may provide your own carrier label. However, you assume responsibility for the package as well as any brokerage or customs fees.
If I order internationally (United States, Europe), will there be customs fees?
Yes, customs and brokerage fees often apply to international shipments. These fees are always the responsibility of the buyer.
🛒 Pre-orders and In-Store Pickup
How does a payment work for a pre-order?
To initiate production or place an order with one of our suppliers, our policy requires a minimum deposit of 50% of the purchase value. The remaining balance must be paid at pickup or before shipping.
What are the delays if I pre-order a product from another brand (Epic Armoury, Armstreet, etc.)?
Lead times depend on our suppliers’ restocking schedules. We regularly group our orders, so your item will arrive with our next supplier shipment (ranging from a few weeks to a few months).
Where can I pick up my order to avoid shipping fees?
You can pick up your order for free at one of our two locations: our Montreal store or our St-Élie-de-Caxton workshop (Ateliers Nemesis).
How long do I have to pick up my order in-store?
Once you are notified that your order is ready, you have 90 days to pick it up.
⚒️ Custom Products and Creations
Do you offer custom work or modifications on your armor?
Yes, we offer customization services that allow you to modify materials, remove elements (such as a hood), or change colors and the type of leather or metal.
A piece of equipment from your catalog isn’t available in my size (e.g., XSmall or XXXL). Can it be ordered?
Yes! We can absolutely produce smaller sizes (Small, XS) or very large sizes upon request, at no additional cost if it’s one of our standard designs and colors.
If I order a custom-made garment, will I be able to try it on before it’s finished?
Yes, for complex custom garments (such as gambesons), we schedule a fitting of the “base” of the garment in-store before proceeding with the final stitching.
Do you sell leather scraps for crafting?
Yes. The price is approximately $7 per square foot for 2–3 oz leather. Visit us in-store to see our selection!
I have a LARP event this weekend and need a custom piece quickly. Is that possible?
Depending on the time of year, we can sometimes accept rush orders. Additional fees will apply. Contact us as early as possible to check our availability.
⏳ Delivery Times, Exchanges and Guarantees
What are the delivery times for orders of your own products or custom-made items?
During the low season (winter), production usually takes 4 to 8 weeks. In high season (summer), lead times can extend up to 12 weeks.
What is the timeframe for returns or exchanges?
You have 30 days after receiving your order to return or exchange a standard item, as long as it is in new condition and still has its tags. Custom-made items or special orders are final sale.
Can I return or exchange an item in-store if it was purchased online?
Yes! If you received the wrong item or a defective product, the easiest option is to come directly to our store for an exchange. Otherwise, contact us and we will provide you with a prepaid return label.
How can I repair an air bubble or a small tear on my foam dagger (Calimacil)?
If it’s a Premium weapon, it is covered under warranty and we will replace it. If it’s a Reforged weapon (identified by a faint “R”), this cosmetic defect is normal; you can secure it using a flexible glue such as Shoe Goo.
⚔️ Equipment Care
How do I maintain my foam weapon (Nemesis) at home?
To protect the varnish and latex, apply a silicone-based lubricant (e.g., Jig-A-Loo) using a soft cloth. Important: spray the product onto the cloth, wait a few seconds, then apply it. Never spray directly onto the weapon!
Can I drop off my Nemesis weapon in Montreal for repairs?
Yes. For cosmetic maintenance, the Montreal location can handle it. For major repairs (redoing latex, blade, etc.), it’s recommended to go to St-Élie-de-Caxton. You can still drop off the weapon in Montreal, but the transfer may increase turnaround time.
How do I take care of my leather armor?
Clean it with a damp cloth after your events, let it air dry (away from heat sources), and apply a conditioner or oil (e.g., neatsfoot oil) once or twice a year.
How can I prevent my metal armor pieces from rusting?
After each use, wipe the mild steel with a dry cloth. Then apply a thin layer of oil (mineral oil or WD-40) before storing your armor in a dry place.
🏕️ Events, Sponsorships and Miscellaneous
Can I pick up my order directly at a LARP event (e.g., Bicolline)?
Yes! During major events like the Grande Bataille de Bicolline, we often have an on-site shop. If the option is announced, you’ll be able to request to pick up your order directly at the event.
Do you offer sponsorships for new LARPs or guilds?
We love supporting the community! Send your presentation package to info@artisansdazure.com and our marketing team will review it.
Can I split the amount of my gift card into several smaller cards?
Yes, absolutely (perfect for prize giveaways at a LARP). Call or email us to let us know how you’d like it divided.
Do you accept applications or internship requests?
Yes! We keep your CVs on file and review them as our needs grow, especially during peak season. Send your application to carriere@artisansdazure.com