Frequently Asked Questions


WHERE IS Le Vélo LOCATED? 

Le Vélo is located in the beautiful garden city of Victoria, BC. We are an online boutique specializing in stylish bicycle accessories. We hold pop-up events throughout the city as well at our Head Quarters. Keep an eye on our events page for pop-ups near you! 

Events at our Head Quarters - well really, it's our loft where we live with our Labrador Esmee, AKA shop dog and Ministry of Happiness. We set up our shop to give you a rich shopping experience + you can satisfy the voyeur in you and see how we live. Peruse our collection of stylish bicycle accessories and feel obliged to buy one of our bags. 

HOW DO YOU SHIP YOUR PRODUCTS? 

We ship your orders with love to your door via Canada Post, Xpresspost with tracking and insurance for the full price of the product. All items are inspected before shipping to ensure quality and packaged securely to ensure the products arrive safely. You will also receive a tracking number so you can see exactly where your package is while on route.

DO YOU SHIP INTERNATIONALLY?


Finally, yes we do! We have started shipping to our U.S. friends down south. Payment is in CAD. So take advantage of the low Canadian dollar! All purchases ship via Canada Post, Xpresspost. Please note that on Xpresspost packages, tracking is only available until the item reaches the Canadian border. Also, please remember US Customs may levy taxes, customs fees, and or import duties on the purchase that you'll be responsible for. 

HOW DO I KNOW MY PACKAGE HAS SHIPPED?
Great question; first you will receive a confirmation email that we have received payment for your purchase, next we'll send an e-mail after we ship the parcel. We ship everything within 48 hours of receiving the order notification and sometimes even quicker. 


 We'll also include a tracking number so you can see exactly where your parcel is. Canada Post is closed on Sundays, please allow an extra day or two over the weekend.
YOUR BICYCLE ACCESSORIES ARE EXPENSIVE, DO THEY COME WITH AN iPAD OR ANYTHING? 
Nope, we think it's better to pay a little more for your stylish bicycle accessories that you'll love and will last.

TELL ME ABOUT YOUR RETURNS? 

Yes, of course; we want you to LOVE your stuff as much as we do. So if you are not happy for any reason we will accept your return within 15 days of purchase, no questions asked. Just shoot us an e-mail at info@levelovictoria.co, we will give you easy instructions on how to return the item. The item, of course, must be in brand new condition. When shipping the item back, it must be insured and come with a tracking number. Once we receive the parcel, we'll refund your money. It's that easy.
*Excludes Final Sales items
DO YOU GIFT WRAP ITEMS? 


Indeed we do. In fact, all of our items will come to you wrapped in natural recycled kraft paper, pretty envelopes where items fit, and a little bit of pretty, whether it's a gift or a little something for yourself. So really, every package looks like a gift, how great is that! If your purchase is truly a gift for a friend, your main squeeze or your stylishly fashionable mom, we can even include a hand-written message. Just add a note at the end of checkout, tell us it's a gift and what you would like the note to say. Pretty simple. 

HOW DO I CONTACT YOU? 

You can contact us directly either by using the contact form below. Or you are free to send us an email to sales@levelovictoria.co. These options are the most efficient way to connect with us. We love receiving messages from our customers, so don't be shy.

+ You can also DM us at 250/857-0464. Tell us who you are and how we can help.

+ We also have an online chat feature that we encourage you to take advantage of. We're never far away from our phone and we'll respond to you fairly quickly. If for some reason we don't respond right away, leave us your email and we'll get in touch ASAP.

+ If you prefer to chat with us give us a call at 250/857-0464, office hours are 9 am – 6 pm PST, Monday – Saturday. If we're not able to take your call, you can leave us a message and we'll get back to you as soon as we can.

WHAT ARE YOUR OPERATING HOURS? 

Our online boutique is open 24 hours a day, 7 days a week, 365 a year. You can shop until your heart is content at anytime from anywhere. Shop in your PJ's if you like, it's that easy.

Office hours are 9 am to 6 pm, Monday - Saturday. Sunday's from 10 am to 5 pm.

WHAT ARE POP-UP EVENTS?

Other ways you can connect with us is through our pop-up events. Our pop-up events are where we set up our boutique and show our products for a day, 2 days, or a week at a time. We post our whereabouts on our Events page so keep an eye out for them. They are exciting and products sell quickly! So if you're in the hood come by our pop-ups and grab that absurdly stylish bicycle accessory you've been eyeing!

I HEARD YOU DELIVER PRODUCTS BY BICYCLE, IS THAT TRUE? 

It's true, we deliver right to your door whenever possible. We have a beautiful vintage Dutch bicycle that is a true workhorse so no parcel is too big. 

WHY SHOULD I CREATE AN ACCOUNT AND WHAT'S IN IT FOR ME?

Firstly, creating an account is fast and easy. Creating an account with Le Vélo will save you time at checkout for the next time you shop in our boutique. Once you've logged into your account your address and information will pre-fill at time of checkout. Fast and easy.

WHAT IS THE GIFT CARD SITUATION? 

Happy you asked, indeed we do have gift cards. Now shopping for family and friends has never been so easy. Gift cards are delivered by email right to your inbox and contain instructions to redeem them at checkout. You can purchase a gift card at any denomination, starting as low as $10.00 from our Gift Cards page. Our gift cards have no additional processing fees. Have a special amount in mind? Send us a note to Sales@levelovictoria.co and we will get you what you need.

HOW DO YOU SOURCE YOUR PRODUCTS? 

So glad you asked. As the founder of Le Vélo, I am so passionate about providing you with the best quality and most stylish bicycle accessories I can find. 

As in the world of fashion colours and patterns change season to season. We purchase in small batches so what's in stock today may not be in stock tomorrow. It's the way we planned it. Our products are as unique as the person who uses them. As in fashion, we all take our personal style with us as we travel the cityscape. That is why we are constantly restocking with different and unique colours, to help you stand out in a crowd and develop your own cycle style.

In terms of sourcing our stylish bicycle accessories we first source as close to home as possible. One of the caveats for us is that the accessories need to hold at least a duo purpose. Fashion, form and/ function. For example, our line of leather handbags and panniers, all of them attach to the back rack of the bicycle but off the bike, the clips are cleverly hidden behind a leather zipped or snapped up pouch and the pannier is transformed into a beautiful handbag or a handsome briefcase. Beautiful on and off the bicycle. 

Next, we try to source beautiful products from the designers themselves. We think it's important to develop personal relationships with our vendors. We get a real sense of why the product was made in the first place and develop a connectedness to a product we can stand by and then translate the story on to you. 

WHAT FORM OF PAYMENTS DO YOU ACCEPT?

We have secure payment options that come with SSL encryption for everyone. Our payment gateways include Paypal and Shopify Payments who both accept Visa, MasterCard and American Express and ApplePay.

ARE YOU KIND TO THE ENVIRONMENT? 

We always fight tooth and nail to try to be as environmentally friendly as possible. Anything we can't re-use, we ensure that we recycle, and any documents that can be kept as digital soft copies (rather than being printed) are done as often as possible. 

I'M AN OWNER OF A LOCAL BUSINESS, HOW CAN WE WORK WITH YOU? 

Great, we would love to hear from you! You have a few options. One, you can fill in the form below and tell us a bit about your plan and we'll reach out to you within 24 hours. Or, you can go to our "Working with us" page for a full list of rich and unique ways we can work together.

DID WE FORGET ANYTHING? 

Let us know if we forgot something that is important to you. Remember, we love hearing from you, so don't be shy.