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Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

Ordering online at

Can prices of products at differ from those in store?

Yes, prices displayed on may differ from prices in physical DeSerres stores.

How long will my cart remain active?

Your shopping cart will store the items you select for a period of 14 days, after which time you will have to shop again and refill your shopping cart.

How can I pay for my order?

The website is completely secure. To pay for your order, go to the NETBANX gateway by Optimal Payments. Your credit card number will be processed exclusively by NETBANX. Your credit card number will not be disclosed to Only your address, which you can change as needed, is kept in memory.

We accept payment by MasterCard, Visa and American Express.

Be sure to enter the correct credit card number, check the expiry date to ensure that the card is still valid and indicate the security number at the back of the card.

What is my credit card security number?

The security number is a three-digit number for Visa and MasterCard and a four-digit number for American Express. It can be found on the back of the card, generally next to your signature.

How can I use my gift card to order online?

DeSerres gift cards are valid only in store. They do not have an expiry date, however, and can be used at all DeSerres stores.

How do I make my purchase?

Once you have finished shopping, click on Proceed with payment. Fill in the necessary billing and shipping information. Once the terms and conditions have been accepted, enter your credit card number and follow the required steps. Payment is transferred entirely to the secured NETBANX site. DeSerres will never have access to the payment transaction.

What carrier will deliver my order?

All orders across Canada are delivered by Canpar. For more information, visit or call 1 800 387-9335. Other carriers may also be used in some cases.

Can my order be delivered by regular mail?

All orders are delivered by Canpar. Orders cannot be delivered by Canada Post.

What are the delivery fees?

For purchases of $75 or less before tax, basic delivery fees are as follows:

  • Quebec and Ontario: $6
  • Alberta and British Columbia: $15
  • Prince Edward Island, Nova Scotia, New Brunswick and Manitoba: $20

*For remote regions, the follow fees will be applied to all purchases:

  • Manitoba: $20
  • Saskatchewan, Newfoundland and Labrador: $30
  • Northwest Territories: $70
  • Nunavut: $80
  • Yukon: $115

**Under certain circumstances and with your prior consent, additional delivery fees will be calculated based on the size and weight of the order placed at

How can I get free delivery?

In order to be eligible for free delivery, the total amount of your order must be $75 or more before tax, and the delivery address must be in Quebec, Ontario, Alberta, British Columbia, Prince Edward Island, Nova Scotia or New Brunswick.

How do I know if my order has been shipped?

You will receive a confirmation e-mail in the hour following shipment of your order. This e-mail message will include a reference number that will allow you to track your package at Canpar. If you do not receive an e-mail, send us an e-mail and we will contact you.

What happens if I forget my e-mail address?

If you forget your e-mail address, contact our Customer Service department by e-mail or call 1 800 363 0318.

How do I cancel an order?

To cancel an order, contact our Customer Service department by e-mail or call 1 800 363-0318. A DeSerres customer service agent will explain the procedure for cancelling an order.

How do I return an ordered item?

To return or exchange an item, visit one of our stores within 30 days of receiving your package. You can also contact our Customer Service department by e-mail or call 1 800 363-0318. A customer service agent will explain the procedure for returning or exchanging an ordered item.

Creative Club

How can I join the Creative Club?

Join the Creative Club by obtaining a free card at one of our DeSerres stores or the next time you order online at

Where can sign up for my 100 bonus points?

You can register your Creative Club card on the Creative Club minisite. Just enter your e-mail address and follow the instructions on screen.

I signed up, but I don't see my 100 bonus points

It can take up to 24 hours for your 100 bonus points to appear in your account, following your registration within 14 days. If your 100 bonus points still do not appear in your account after 24 hours, contact Customer Service by e-mail or call 1 800 363-0318.

I want to change my e-mail address

You can change your e-mail address or any personal account information by visiting the My account page.

I want to change my password

You can change your password or any personal account information by visiting the My account page. Forgot your password? Just click on Forgotten password and enter your e-mail address. You will receive a new password.

I get an error message when I try to register. What should I do?

Contact Customer Service by e-mail or call 1 800 363-0318. An agent will help you register.

How can I activate my student status?

You can have your student status activated the next time you shop in store. Show your student card to the cashier, who will activate the status of your Creative Club card. With this new status, you earn 2 points for every dollar spent at DeSerres for the current school year and enjoy a series of advantages. For more information, visit the Creative Club section of our website.

I didn't have my card when I made my last in-store purchase. How can I collect my Creative Club points?

The next time you shop in store, bring the bill for your last purchase. The cashier will be able to credit your Creative Club points.

Institutional and corporate sales department

Am I eligible for the Creative Professionals' Zone program?

The Creative Professionals' Zone program is intended for companies, institutions, non-profit organizations, corporations or any other commercial enterprise wishing to make purchases at DeSerres.

What are the membership conditions?

Each organization must make a minimum annual purchase of $5,000. Cards will be reevaluated every 12 months to ensure they are still valid.

I had a commercial account at DeSerres. Am I automatically registered for the Creative Professionals' Zone?

You need to activate your account at by entering your business e-mail address and your old DeSerres account number. You can also contact Customer Service by e-mail or call 1 800 363-0318 for your DeSerres account number.

What is the minimum required purchase when ordering online?

There is no minimum required purchase when ordering at

What are the delivery fees?

Fees of $6 will be applied to orders of less than $75 before tax in Québec and Ontario, $15 in the rest of Canada and $30 in the Northwest Territories, the Yukon and Nunavut. In some exceptional cases and with your prior consent, additional delivery fees (overload or remote location) may be applied to the delivery of an order placed at

How can I charge my order to my 30-day account?

All 30-day accounts were closed in 2011. Members of the Creative Professionals' Zone must pay by credit card. It is possible to pay for orders in store by credit card, debit card or cash.

What are the possible payment options?

Members of the Creative Professionals' Zone must pay by credit card at They can pay for in-store purchases by credit card, debit card or cash.

I want to order a large quantity of products. How long will it take for delivery?

If there are not enough items in stock to complete your online order, you will receive an e-mail from Customer Service notifying you of the delivery period and the possible ways of shipping your order as quickly as possible.

Do I have to order online?

Members of the Creative Professionals' Zone can order either online at or in store.

How can I enjoy the same Creative Professionals' Zone advantages in store?

You will receive a plastic Creative Professionals' Zone card by mail a few days after you register. This card will allow you to enjoy the same advantages in store or online. Just show it to the cashier when paying for your purchase.

Do you take orders by phone?

We do not take orders by phone. Members of the Creative Professionals' Zone can order either online at or in store.


How can I access the material safety data sheets for products sold at DeSerres?

To consult the material safety data sheets for toxic and hazardous products, visit our portal here.

I can't find the material safety data sheet for a given product

If you can't find the material safety data sheet for a product here, no sheet was issued for the product. This means that the product is not toxic or hazardous, and satisfies WHMIS criteria.

DeSerres on Facebook

For DeSerres news, promotions and activities, follow us on Facebook!

DeSerres on Twitter

Follow us on:

  • @deserres: Our experts and Customer Service employees answer your questions directly.
  • @deserrestoronto: Follow the news thread for our Toronto stores.
  • @deserres_vanc: Follow the news thread for our Vancouver stores.

DeSerres on YouTube

View our workshops and discover DeSerres news items on our YouTube channel.

Does product selection at differ from selection in store?

Yes, products displayed on may differ from products in physical DeSerres stores, as each physical DeSerres store selection may vary from one location to another.

Accessibility standard for customer service policy

DeSerres is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our employees are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed our premises that are open to the public

Support persons

A person with a disability who is accompanied by a support person will be allowed in our stores.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as ramps and / or elevators, DeSerres will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be place on the store's front door and on our website.


DeSerres will provide training to their employees. Individuals in all of our store's positions will be trained.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • DeSerres' plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing DeSerres's goods and services
  • Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way DeSerres provides goods and services to people with disabilities can go to our customer service on DeSerres' website to the following internet address:

All feedback, including complaints, will be handling by our customer service's clerks. Customers can expect to hear back in 10 days.

Modification to this or other policies

Any policy of DeSerres that does not respect and promote the dignity and independence of people with disabilities will be modified or removed


To make a sponsorship request, send an e-mail to with all the details of your request. All requests will be processed within a 12-week period, provided all the following criteria have been satisfied:

  • The request must be made within at least 90 days of the event date.
  • The request must be directly related to fine arts, graphic arts and/or creative DIY.

Only requests satisfying these criteria and approved by the Marketing team will be answered.

© DeSerres 2014