Shipping / Returns

SHIPPING

All orders are processed at our studio in Montreal, Quebec within approximately 2 to 5 days of 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 four working around COVID-related restrictions doing 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 belowand 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. 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 curb-side or in-store pickup seven days a week, and local delivery for qualifying postal codes.

PICK UP @ BOUTIQUE LVNEA 
5175 ave. du Parc
*Our boutique is unfortunately not wheelchair accessible, and is located up a flight of stairs.

You'll receive an email notification once your order is ready for pickup. Though our store is temporarily closed due to Covid-19, you can pick your order up from 11:00 am to 5:00 pm 7 days a week - just give us a knock at the door when you arrive!
 We also ask that you please wear a mask so that we hand off your order safely.

LOCAL DELIVERY
Local deliveries are handled once a week by our trusted bike couriers over at Chasseurs CourrierTo check whether or not your order qualifies for this service, you can consult the map/postal codes detailed below. 

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.

Deliveries are currently limited to Zones 1 & 2 only

Qualifying postal codes begin with H2J, H2L, H2T, H2V, H2W, H2X, H2Y, H2Z, H3A, H3B, H3C, H3G, H3H, H2S, H2G, H2H, and H2K.

 

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 a replacement 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 

We are not responsible for lost or undelivered parcels. Please contact us in the event of a lost/unreceived package and we will do our best to assist you.

We will start by opening an investigation and filing a claim with Canada Post, and strongly recommend you do the same. Only once Canada Post has gotten back to us regarding 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.