How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. We’re doing our best to deliver it promptly for you.

I never got my order, what to do?

Please make sure you tracked your order from our Tracking page. Or call us at hotline: 123456XXX

What is your return policy?

Please check our return/refund/exchange policy here.

Can I exchange an item?

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Frequently Asked Questions

Orders

How can I place an order?

Browse our products, add your desired items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.

Can I modify, cancel, or return my order?

Customers may request order modifications, cancellations, or partial refunds before an order has been fulfilled.

Once an order has been fulfilled, shipped, or picked up, all sales are final and the order is no longer eligible for modification, cancellation, return, or exchange, except in cases of out-of-stock items or verified shipping damage.

If you need to make changes to your order, please contact our customer service team as soon as possible after placing your order.

Will I receive an order confirmation?

Yes. An order confirmation email will be sent once your order has been successfully placed.

Shipping

Where do you ship?

We currently ship within Canada only.

How long does delivery take?

Orders are typically processed within 5-10 business days. Delivery times may vary depending on your location and the shipping method selected at checkout.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking information.

What should I do if my package is delayed?

Delivery delays may occasionally occur due to weather conditions, carrier delays, holidays, or other unforeseen circumstances. If your package has not arrived within the expected timeframe, please contact our customer service team for assistance.

Products

Are your products authentic?

Yes. All products sold through our store are 100% authentic and sourced directly from authorized distributors or brand partners.

Where can I find ingredient information?

Complete ingredient lists are available on each product page.

Are your products suitable for sensitive skin?

Skin reactions vary from person to person. We recommend reviewing the ingredient list carefully and performing a patch test before use.

How should I store my skincare products?

Store products in a cool, dry place away from direct sunlight and extreme temperatures.

Returns, Refunds & Exchanges

Can I exchange a product?

Out-of-Stock Items

If an item becomes unavailable after your order has been placed, our customer service team will contact you by email and provide available replacement options.

Shipped Orders

If you choose to replace an out-of-stock item:

No additional charge will apply if the price difference is CAD $5 or less.
If the replacement product exceeds the original item's price by more than CAD $5, the customer will be responsible for paying the difference.

In-Store Pickup Orders

For orders selected for in-store pickup, exchange requests will be handled according to the exchange policy of the pickup location.

What products are eligible for a return?

Returns are accepted only under the following circumstances:

1. Out-of-Stock Products

If an ordered item is unavailable and no replacement option is accepted, a refund will be issued for the unavailable item.

2. Shipping Damage

If your order arrives with packaging damaged during transit, please contact us as soon as possible and provide clear photos of:

The damaged outer package
The damaged product
The shipping label (if applicable)

All shipping damage claims are subject to review. The shipping carrier may conduct an investigation before a refund or claim can be approved.

Can I cancel my order after placing it?

Yes. Customers may request a full or partial refund before an order has been fulfilled, processed for shipment, or prepared for pickup.

Once an order has been fulfilled, shipped, or picked up, it is no longer eligible for cancellation.

How long does it take to receive a refund?

Approved refunds will be issued to the original payment method used at checkout.

Please allow 5–10 business days for the refund to appear in your account after processing. Actual processing times may vary depending on your bank or payment provider.