Shipping / Returns

 SHIPPING

All orders are fulfilled from our studio in Montreal, Quebec, typically within 1 to 3 days of the order being placed unless otherwise specified (pre-orders or limited edition items and boxes may take longer). Sales or special circumstances may also extend shipping times - we are a small team of 4 working around covid-related restrictions, but will always do our best to get your order to you as quickly and with as much care as possible!

For more information regarding tracking options available for your country, please keep reading below.

Concerned about your order? Please read the relevant information below and send us an email at info@lvnea.com if there’s anything else we can do for you!


Shipping within Canada
Tracking is automatically included with any and all Canada Post services offered at checkout, and expected delivery times vary between 2 to 5 business days.

*Please allow for up to 72 hours from the time you receive your shipping confirmation for tracking to kick in, depending on when your order was received! We generally drop our mail off every two days depending on the volume, and the post office is closed on weekends and Holidays..


Located in Montreal?
In addition to the services provided by Canada Post, we offer curbside or in-store pickup seven days a week, as well as local delivery depending on your location. 

PICK UP: BOUTIQUE LVNEA | 5175 ave. du Parc
You will receive an email notification once your order is ready for pickup, and can show up during the hours outlined below.

Sunday: CLOSED - please knock on arrival between 11:00 am and 5:00 pm
Monday | Tuesday | Wednesday: CLOSED - please knock on arrival between 11:00 am and 6:00 pm
Thursday | Friday: OPEN - come on in between 12:00 pm and 6:00 pm
Saturday: OPEN - come on in between 12:00 pm and 5:00 pm

* Our boutique is unfortunately not wheelchair accessible, and is located up a flight of stairs.

For in store or curbside pickups, please make sure to arrive before the closing times listed above, as there is no guarantee a member of our team will be able to stay behind longer to serve you! We also ask that you please wear a mask so that we can come bring you your order safely. Thank you.

LOCAL DELIVERY
Local deliveries are handled once a week by our trusted bike couriers over at ChasseursTo check whether or not your order qualifies for this service, you can consult the map and postal codes detailed below. Please wear a mask when meeting with our couriers! :)

Orders typically go out on Fridays between 12:00pm & 6:00pm,, and should be submitted before Friday, 10:00am to be included in the weeks’ deliveries - otherwise, they will be delivered the following week. If you’re unable to accept your delivery in person, please leave a phone number as well as instructions on where to securely leave your parcel at checkout.

Deliveries are currently limited to regions 1 & 2 only.

Zones 1 and 2 include postal codes beginning with H2J, H2L, H2T, H2V, H2W, H2X, H2Y, H2Z, H3A, H3B, H3C, H3G, H3H, H2S, H2G, H2H, H2K

 

RETURNS

Due to the nature of our products, as well as ongoing safety measures taken to keep our staff and customers safe and healthy, we do not accept returns and all sales are final. Scent is a very personal experience, and we encourage you to purchase samples before committing to a full-size fragrance or product - especially when purchasing a gift for a loved one! Fragrance Samples can be found here, and Apothecary Samples can be found here. We sell samples both individually and as sets, and make for the perfect gift!
 

We will offer a replacement or a shop credit for defective or broken items within 30 days of purchase. Please send us an email (info@lvnea.com), including your order number, with any concerns about your purchase and we'll get back to you as soon as we can!

LOST/UNRECEIVED PACKAGES 

We are not responsible for lost or undelivered parcels, but please contact us in this case and we will do our best to assist you.

In the case of a lost or stolen package, we will start by opening an investigation and filing a claim with Canada Post, and strongly recommend that the receiver does the same. Only once Canada Post has gotten back to us about your parcel and whether or not they were successful in locating it will we be able to replace your missing order. In the meantime, please check in with your local post office to ensure packages are not being held by them.