Returns are accepted within 7 days of receiving your package.
- Opened items in their original packaging can receive a refund to the original payment method.
- You must contact us and ship the item(s) back to us within 7 days of receiving your package.
All returns can be sent to:
2136-4700 Kingsway Avenue
Burnaby, BC, V5H 4M1
All refunds are only for the cost of the items purchased. Original shipping costs incurred by the customer will not be refunded.
All returns, except damaged items, shipping is paid by the returner.
The following items are not eligible for returns:
- Gift cards
- Final sale items
- Digital downloads
Please keep in mind that the product you have is a hand crafted, and are small batched products. Viscosity and color may vary with each individual item. Keep in mind, our products are made with high quality standards and we aim to achieve the best in skin care products that your skin deserves.
Damaged or missing items
Please check your order when it arrives. If any items are delivered damaged or are missing, please contact us within 48 hours of receiving your package.
If it is our error and we are paying for the return shipping, we will send you a return label to ship your package back to us. Once we receive and review the returned items, we will issue a refund to your original payment method.
Changing or cancelling your order
Please contact us right away if you require any changes to your order or if you need to fully cancel it. Once it is shipped, we are unable to cancel or make any changes to your order.
Incorrect shipping addresses
Be sure to double check your shipping address to ensure it is correct. We are able to correct addresses before they are shipped. If your package has left our facility, we can put in a request with the shipping carrier to change your address. However, this process is out of our control and the carrier may not be able to fulfill this request.
If your shipping address is incorrect, it will be returned to us. Once we receive it, we will issue a refund onto your original payment method minus the return and original cost of shipping.
Package refused by customer
Please do not refuse the entire order because there may be something wrong. Contact us within 48 hours of receiving your order and we will do our best to rectify the issue, including re-shipping a missing item or issuing a refund for a damaged product.
No one available upon delivery
If no one is home and the mail carrier does not safe drop, your package will go to a post office for pick up. An attempted delivery slip should have been left or you can check your tracking number for where to pick up your package.
Please pick up your package before it is returned to sender. If it is returned to us because no one was available to receive or pick up the parcel, you will be refunded to your original payment method minus the return and original cost of shipping.
If you choose “safe drop” at checkout
If a package is “safe dropped”, this means that it was delivered while the receiver was not home. Many customers like this option if they have a safe and covered place to receive their packages such as the doorstep of a detached home. When this happens, they are not worried about theft or their package being left out in the elements (such as rain or the hot sun).
Be default, we ship our packages with an instruction to “do not safe drop”. If you are not home, you will be left an attempted delivery slip and will have to pick your package up at the post office.
At checkout, you have the option to choose to “safe drop” your package. If you choose this, the postal worker will leave the package on your doorstep. Most times, they will knock or ring the doorbell but will not wait for you to arrive to the door.
If you choose to “safe drop” your package, you will be responsible for your order as soon as the postal worker drops it off. We cannot be held responsible for any theft or damage caused to your order from being safe dropped.
Do you need help with a return or refund?
Contact us as soon as you review your order upon receiving it. We are happy to help and makes things right!