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Frequently Asked Questions - COVID-19 / REOPENING

May 22nd, 2020

The situation we are living brings a fair amount of changes and challenges to the community. The social and economical impacts of the crisis emphasise the importance of Renaissance’s triple mission: social, environmental and economical.

This being said, the health and safety of our employees, customers, donors and business partners remains our priority. For this reason, we have reviewed our ways of operating to ensure we offer everyone a safe and healthy environment. We have also implemented all occupational health and safety measures recommended by the Commission des normes, de l’équité, de la santé et de la sécurité au travail (CNESST).

These measures may change at any time, without notice, as the pandemic situation evolves, and in accordance with governmental guidelines. All changes will be communicated on our website.



• What security measures are put in place in the Renaissance establishments?

Renaissance installed Plexiglas panels at the checkouts, and all employees were provided with personal protective equipment (mask, visor, gloves) that must be worn at all times. All employees also received training regarding the new work standards.

We conduct a health check of everyone who visits our facilities. And hand disinfection (with disinfectant gel or soap and water) is mandatory.

We are increasing the cleaning frequency of our premises. All frequently touched surfaces in the establishments (trolleys, counters, sales terminals, Plexiglas windows) are cleaned at regular intervals during the day.

A distance of at least two (2) meters between each person is mandatory at all times.

• Do you prohibit people from entering your facilities when they present symptoms similar to COVID-19?

Yes. We encourage everyone (clients, donors, employees) to stay home when symptoms appear. We are counting on transparency and collaboration from everyone to make this measure effective.

If we see someone presenting symptoms in our facilities, we will ask them to leave the premises and return home so that they can see a doctor and be tested for COVID-19.

• How do you make sure the social distancing is respected in stores?

 We control the number of customers inside the stores and we suggest that each visit lasts no more than 60 minutes.
 We will ask customers to navigate the store as indicated by our signage to avoid physical contact. 
 Signage and floor markings will remind customers of safety instructions at various locations in the stores. 
 Fitting rooms will be closed to avoid health risks. 
 Plexiglas panels separate the checkout clerks from the customers.
 We prefer payment by card. 
 Customers bringing their reusable bags will have to fill them themselves.



• What are your opening hours?

The opening hours of our stores are reduced to allow for a thorough cleaning at the end of each day. Until further notice, the business hours will be :

- Monday to Friday from 9 am to 6 pm
- Saturday and Sunday from 10 am to 5 pm 
For the donation centres, regular hours will be maintained.

• Are you changing the return policy?

Yes. Since the fitting rooms are closed, we will accept exchanges within 7 days of purchase.

When asking for an exchange, you will need to present the receipt and the original price label must be on the returned merchandise. This does not apply to the following items: jewellery, books, paintings and gift certificates which are final sales. No cash refund or store credit will be issued.

Renaissance will accept exchanges for purchases made between March 15 and 18 (date of temporary closure) until May 31, 2020, upon presentation of the invoice and the original price label on the returned product. It will be possible to exchange the merchandise for an item of equivalent value.

• What has changed regarding shopping measures?

 Controlling the number of people allowed in our stores at the same time. This number varies according to the size of the stores.
 A docking station is installed at the entrance of the stores to monitor the health of the customers.
 Visits to our stores are limited to 60 minutes, whenever possible.
 Fitting rooms are not accessible until further notice. As these spaces are narrower and more confined, they are more at risk than other areas of our stores and we have therefore decided to close them for the time being.
 The return policy has been extended to 7 days. See the "Store and Donation Centre Operations" section of our FAQs for more details.
 Customers bringing in their reusable bags must fill them themselves.

• How do you safely receive donations ?

In order to avoid direct contact with the donor, donations should be deposited at a designated location. If assistance is required to remove goods from the donor's car, the donor should open the trunk and move away from the car to allow the employee to safely retrieve the donations.

• How do you ensure that the donations you receive do not carry any risk?

Donations received will never be put up for sale immediately. They will only be displayed in the store after a 48-hour delay.



• What measures have been put in place to assist employees temporarily laid off during quarantine?

We are very grateful for the extraordinary work of our employees and it was essential to ensure their well-being during the temporary closure. To support them during this difficult time, we have put in place the following measures:

 Maintaining the social mission: Renaissance's team of social workers remained mobilized in telework to maintain the different stages of the social support process with active participants and to provide them with a safety net and psychological support. This support service is also offered to all those who have completed their integration process and who are entitled to a follow-up over a period of two years;
 The maintenance of health insurance for all eligible employees;
 The availability, 7 days a week, of a support team to answer employees' questions and assist them in the process of registering for the Canadian Emergency Benefit Program (ECP); 
 Renaissance takes charge of employees who are not eligible for the Canadian Emergency Benefit (ECP) or Employment Insurance;
 An offer of an interest-free loan to meet basic needs;
 The creation of a newsletter to keep in touch with our employees and keep them informed of developments; 
 A $50 gift card redeemable at the grocery store.

• What do you do to protect employees coming back to work?

 Renaissance provided the personal protective equipment needed to provide a safe environment for all employees
 Each employee was trained on the new measures and procedures.
 All employees are required to answer regulatory questions regarding their health status.
 Working hours have been adjusted to limit the number of people present in the common rooms at the same time. 
 Hand washing stations have been installed at the entrance of the stores and in the donation centres.



• Do you continue to receive business partners in your workplace?

Yes, although telework is recommended for support teams, some projects require on-site or face-to-face work. Partners entering our head office must adhere to the following security measures:

 All visitors must register when they arrive at our premises. They must indicate the name of the person they are visiting and their time of arrival. A Renaissance employee will pick them up at the reception desk. 
 Visitors must also answer regulatory questions regarding their state of health (symptoms of COVID-19, contact with an infected person, recent trip abroad);
 Hand disinfection is mandatory before circulating in our establishments (with disinfectant gel or water and soap) ;
 The mask and the 2-meter social distance must be respected at all times

Schedule For The Reopening Of Our Stores

May 22nd, 2020

The reopening of our stores will be done gradually.
Here are the opening dates and times to help you plan your visits. *

Monday, May 25th
St-Jacques, St-Laurent and Verdun stores
St-Lambert and Victoria boutiques
Beaumont, Bélanger, Fleury-Hamel, Île-Perrot, Notre-Dame-de-Grâce and Ontario bookstores
Liquidation Centre

Tuesday, May 26th
Décarie, Des Laurentides, Henri-Bourassa, Masson, Plateau, St-Martin and St-Hubert stores

Wednesday, May 27th
Pointe-aux-Trembles and Portobello stores

Our opening hours will be restricted to allow teams to do a thorough clean-up at the end of each day.

Monday to Friday: 9 am to 6 pm
Saturday and Sunday: 10 am to 5 pm

In order to respect the 2-meter social distancing, we suggest that you do not all come on the day of the reopening. There will be great finds every day at Renaissance.

* Dates and hours of operation may change as the situation evolves. Any changes will be communicated on Facebook and our website.


Reopening of Renaissance as of May 25, 2020

May 19th, 2020

Dear clients and donors,

We are pleased to announce that as of May 25th, our stores and donation centres will gradually reopen. The opening hours of our stores will be restricted at first. Also, following the Quebec government's announcement, establishments that are in shopping centres or that do not have a door to the outside will remain closed for the time being.

For several weeks now, several members of the team have been preparing for the employees' return to work. Today, we would like to share with you the measures put in place to provide a safe environment for everyone: employees, clients, donors and partners. The reopening will take place in accordance with the health measures recommended by the Commission des normes, de l'équité, de la santé et de la sécurité du travail (CNESST). All employees will receive training on health instructions, the use of personal protective equipment and new work methods, including :

1) Checking the state of health of everyone and disinfecting hands at the entrance of the stores
Every day upon arrival at work, employees will be required to complete a declaration of their state of health. Partners entering our establishments will also be affected by this measure. Similarly, in stores and donation centres, a receptionist will ask customers the regulatory questions about their state of health: symptoms, contact with an infected person, recent trip abroad, etc. We also reserve the right to take the temperature of people entering our establishments.
Hand disinfection will be mandatory before entering the stores. A disinfection station will be installed in the vestibule of all our stores.

2) Wearing personal protective equipment (PPE)
Renaissance provides the PPE to all its employees. For store and donation centre employees, gloves and a mask and/or visor must be worn at all times.
For customers and donors, the wearing of a mask is not mandatory but highly recommended.

3) Regular cleaning of surfaces and precautions taken with donations

All frequently touched surfaces (trolleys, counters, sales terminals, Plexiglas windows, work surfaces) will be cleaned at regular intervals during the day. Donations received will never be put up for sale immediately. They will only be displayed in the store after a 48-hour delay. In addition, we encourage our customers to wash their purchases when they return home.

4) Measures to promote social distancing
A distance of at least 2 meters between each person will be required. In order to do so, we will control the number of customers inside the stores, suggest that each visit should last no more than 60 minutes, and ask customers to move in one direction to avoid physical contact. Special signage will be put up to remind everyone to respect the 2-metre distance. Plexiglass panels will separate the checkout clerks from customers, and we will give preference to card payment. Finally, as a security measure, the fitting rooms will be closed until further notice. In compensation, the return policy will be extended to 7 days. All details and updates will be communicated on our website.

On behalf of Renaissance, I would like to thank you for your precious collaboration during this tumultuous period. The relationship of trust we have built with you is one of our key success factors for the future.


Éric Saint-Arnaud
General manager



March 21st, 2020


Because we care abour your health

On March 18th, we have temporarily ceased

our commercial activities.

While we are closed,


Please keep your donations for when we reopen,

they will help us make a powerful comeback.



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