Shipping / Returns

SHIPPING

All orders are processed at our studio in Montréal, Québec within 1 to 5 days of being placed. Sales, preorders, and seasonal releases may extend shipping times. You will receive a notification containing your tracking information as soon as your order is ready to ship.

Concerned about your order? Please read the relevant information below, and send us an email at info@lvnea.com if you have any additional questions!

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. 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 Montréal?
In addition to services provided through Canada Post, locals can choose to pick up their orders at our new studio or have them delivered to their doorstep via courier once a week (*only available within certain area codes). You can select your delivery method of choice at the final stage of checkout. 

Orders for curbside pickup are typically prepared within 24 hours of being placed, and can be retrieved at 160 rue St-Viateur E., #108 (facing ave, Casgrain) from 11:00 am to 5:00 pm on Mondays through Saturdays. Our storefront is still under construction, so please knock on arrival, and continue to consider wearing a mask for your and our team's safety! Thank you.

Local deliveries are handled once a week by our trusted bike couriers over at Chasseurs CourrierQualifying postal codes begin with: H2J, H2L, H2T, H2V, H2W, H2X, H2Y, H2Z, H3A, H3B, H3C, H3G, H3H, H2S, H2G, H2H, and H2K.

Orders typically go out on Fridays between 12:00 p.m. & 6:00 p.m. and should be submitted before Friday at 10:00 a.m. 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.

RETURNS

Due to the nature of our products—as well as ongoing COVID-19 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, which make for the perfect gift. 

We offer replacements or shop credit for defective or broken items within 30 days of purchase. Please send us an email at info@lvnea.com with your order number and concerns about your purchase, and we'll get back to you as soon as possible.


LOST/UNRECEIVED PACKAGES 

In the event of a lost, damaged, or unreceived package, please contact us at info@lvnea.com and we will do our best to assist you! We also recommend getting in touch with Canada Post in the event that a package marked as “delivered” has not been received, or if delivery has been delayed.