We must have 24 hour notice and payment for all delivery orders – we do not accept cash on delivery. Our delivery fee is a flat rate of 10$ + tax if you are located within 3 kilometers of Sophie Sucrée. Every additional kilometer outside the 3km zone is charged at an additional 2$. We use a third party delivery and ridesharing cooperative local to Montreal called Eva. You will receive an SMS text message and/or an email when the driver is on the way. Individual drivers deliver orders, and when there is no answer at the door the driver will leave the package at the door or somewhere else secure, and take photographic proof. If you have not received your package, it is very likely that it is at your door, somewhere in the building lobby or even with a neighbor. Please look around in all relevant areas, if you are unable to locate your package please contact Sophie Sucrée directly. If you are ordering a delivery to someone else, please include the recipient’s phone number so we can contact them upon delivery and avoid mishaps. Please note: It is your responsibility for making sure you or your recipient is home during our delivery window. Before submitting your order, please double check that all the contact information you have given us is accurate. Sophie Sucrée will not be able to replace missing orders that are confirmed to have been delivered by Eva. Furthermore, neither Eva nor Sophie Sucrée is responsible or liable for lost or stolen packages.
For more information on Eva, check out their website here: https://eva.coop/#/
Unless otherwise uniquely specified, our deliveries are conducted between the hours of 12pm and 3pm everyday. You may indicate the preferred time you would like it to be delivered in the notes of your order. However due to weather, traffic, and other conditions beyond our control we cannot guarantee delivery at an exact time.
We love big orders, and baking up a storm for you. If you have an event coming up, or you are an office looking for large orders for big groups we can certainly accommodate large orders. We kindly ask that we receive 48 hours notice for all orders over 200$; and 72 hours notice for all orders over 400$. Our bakery fairies thank you so much for your cooperation 🙂
Sophie Sucrée bakes all our pastries fresh in the morning, including your orders! Our cakes are made to order and are ready for pickup starting at 10AM everyday. Due to the timing of their preparation it is not possible to pick up your cakes before 10AM. For all other types of orders they are also packed to be ready for pickup starting at 10AM. If you need an earlier pickup for your pastries, let us know and we will do our best to accommodate – however due to production times an early pick up may not be possible in all cases. We thank you for your understanding.
Life gets busy! We totally get that plans change. So if you need to change or cancel an order, that is no problem if you do so at least 1 business day/ 24 hours in advance before your order is due. For larger orders over 250$ we require 48 hours notice for cancellations. If you cannot come to pick up your order we ask that you call us to let us know of the date switch at least 1 business day in advance. Generally before closing time, we contact clients who have not yet picked up their orders to remind them. As our products are perishable we cannot resell any product that is not picked up by the customer. Since our cakes are fresh for three days, Sophie Sucrée will not make a new cake, but we will hold your order for a maximum of two days. On the other hand, our pastries are only fresh on the first day, and pastries that have not been picked up cannot be sold the next day in the boutique since the quality will not be the same. If you do not pick up your pastries, we can hold on to them for you until the next day (btw: the pastries will still be fine and totally tasty the next day, they will be of course not as fresh and no longer crispy). However, Sophie Sucrée will not bake fresh pastries to replace the pastries you forgot to pick up. Therefore, If you would like to have fresh products to replace your order, and have not given us sufficient notice, Sophie Sucrée will have to charge for both orders.
A lot of love and labour goes into our pastries, not to mention the fact that we strive to reduce food waste – for this reason we kindly ask that you notify us of any date changes at least 24 hours in advance (or 48 hours for orders over 250$).
At Sophie Sucrée we do our absolute best to identify products that may cause allergic reactions due to common food allergies. We use the terms “friendly” or “sensitive” to denote that a product does not contain a certain allergen, however it is not “free” of the allergen since there may be traces. For example items marked gluten friendly are made without using gluten-containing ingredients. Similarly our soy friendly, and nut friendly products are made without using soy or nuts respectively. Since we are a vegan bakery, we do not use any animal products and therefore our products do not contain animal derived allergens such as dairy or eggs. However, all products are produced, baked, assembled, and stored on shared equipment, tools, and in the same kitchen. Although we use best practices to avoid cross contamination, we still cannot guarantee that our products are free of any allergens. There will always be a risk of cross-contamination to occur at some point in the production and food handling process in our kitchen, in addition to the possibility of cross contamination from our suppliers as we do not specifically source allergen free ingredients.
Please let us know if you, or any of your guests have any allergies. We will do our best to let you know the ingredients; however, clients with food allergies must be aware of this risk, and consume any of our products at their own discretion. Please note that our products marked as “friendly” to certain allergens are not suitable for people with severe/contact allergies, since there is a risk of cross contamination. There are many lovely bakeries in the city that are dedicated to being free of certain allergens, and we hope you find what you’re looking for! Sophie Sucrée is not liable for any adverse reactions to our products.
We really really hope you love everything! At Sophie Sucrée we believe that food is a beautiful way for people to come together and have wonderful shared experiences. We are truly honored when our clients choose us for occasions near and dear to them. Not to mention our regulars who have made stopping by Sophie Sucrée a part of their daily routine. Your experience with our products and furthermore with our staff is of utmost importance. We always welcome feedback and love to hear both your positive and constructive feedback. Feel free to shoot us an email and let us know what you thought!
If you do not like something, please let us know. This is important to us as it helps us improve and maintain our high standards. That being said, we do not provide refunds if something is simply not to your taste. We would love for you to try something else and find something you love. However, If there is a defect or something wrong with the product please let us know as soon as possible and we will happily provide an exchange or refund depending on the circumstances. If you have received the wrong product we will also happily exchange it or provide store credit.
If you love us, one of the best ways to support Sophie Sucrée is to tell your family and friends about your experience! And, if you have the time, we would love for you to leave us a google review, as this is one of the best ways to support us and help new people discover our bakery.
Sophie Sucrée aims to create a safe and friendly environment for our employees and our guests. All our employees and guests must be treated and spoken to with dignity and respect. We will not tolerate any verbal or physical abuse to any person or the space, harassment of any sort both verbal and non verbal(looking a person up and down/leering, following, lingering, stalking, sexually suggestive visuals, sexual gestures, etc), and any other misconduct. Sophie Sucrée promises to do our best to make sure our space is as free as possible of homophobia, transphobia, racism, sexism, ableism, or any other form of discrimination or prejudice. We believe in community, and we will always do our best to de-escalate any situation first before taking more drastic measures. However, Sophie Sucrée reserves the right to refuse service to individuals for any of these legitimate reasons.
If you have ever felt, or feel unsafe at Sophie Sucrée, please let the person at the counter know, or reach out to us in any way you feel most comfortable. We are here for you, we care about you.