Concerned about your order? Please read the relevant information below, and send us an email at email@example.com if you have any additional questions.
All orders are processed in-house at our studio in Montréal, Québec, Canada within 48 hours to 5 business days of being placed. Sales, preorders, seasonal releases and other extenuating circumstances may extend shipping times. We send orders out two to three times a week depending on the volume of packages.
Please note that no parcels are shipped during weekends or holidays, and that tariff upgrades such as Xpresspost will affect the speed at which your order is processed by USPS and Canada Post, not the speed at which it is prepared by us. Need a parcel in a hurry? Please send us an email to let us know.
Shipping within Canada:
Expected delivery times vary between 2 to 5 business days depending on the fare selected.
Located in Montréal? In addition to services provided by Canada Post, locals can choose to pick up their orders at our brick & mortar shop and 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 pickup are typically prepared within 24 hours of being placed, and can be retrieved at 160 rue St-Viateur E. #108 (entrance located on ave. Casgrain) during store opening hours.
Local deliveries are handled once a week by our trusted bike couriers over at Chasseurs Courrier. Qualifying 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.
Shipping to the USA:
Estimated standard fare delivery time for orders is between 5 to 15 business days under regular circumstances. You will receive a confirmation email as soon as your order is ready for shipment, which will include your tracking information.
* Import fees may occasionally be applied to larger orders, and are unfortunately out of our control. In this instance, you may be required to pick your parcel up at your local post office.
International orders can only be purchased when tracking is available for the destination country. While unfortunately restrictive and more costly than standard untracked mail, tracking provides the security and reassurance of being able to keep tabs on a parcel at all times, and permits for an investigation in the case of a parcel getting delayed or lost on its way. We look forward to being able to offer more affordable International delivery alternatives in the future, and thank our overseas customers for their understanding!Expected delivery times for International orders vary from 2 to 8 weeks, depending on their destination. Some delays may occur, and are unfortunately out of our control.
* Import fees may apply to international orders, and are unfortunately out of our control. In this instance, you may be required to pick your parcel up at your local post office, so please keep a close eye on your tracking timeline to avoid your order being returned to sender.
LOST, UNRECEIVED, AND UNCLAIMED PACKAGES
Once your order has been securely handed off to the post office, we are no longer responsible for issues concerning delivery. That being said, if you suspect your parcel has been lost, please contact us at firstname.lastname@example.org and we’ll do our best to help you. Please provide us with your order number, and verify that the address you provided at checkout is correct using your order confirmation notification.
If your order was returned to sender: orders can be returned to sender for several reasons, such as mistakes having been made while entering shipping coordinates at checkout, or parcels having been left unclaimed at the post office. If your order was returned to us, we’ll be in touch in order to ship it back out to you. Reshipping fees will apply.
In the exceptional case of a refund due to a package returned to sender, please note that both the original cost of shipping and a 15% restocking fee will be deducted from the total refund amount. This also applies to orders which originally received free (covered) shipping.
What is a restocking fee? Mailing out your order takes time, supplies, and care. A restocking fee helps small businesses like ours cover the costs of processing orders returned due to errors beyond our control. It gives us the ability to offer refunds, in those exceptional instances where one is needed!
PURCHASES AND RETURNS
Due to the nature of our products and those of the makers whose offerings we carry, we do not accept returns and all sales are final. Scent is a very personal experience, and we encourage you to purchase samples when possible 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 physical and virtual gift cards as well as samples, both individually and as sets, which can all make fantastic risk-free gifts.
Should you receive a broken or defective item, please photograph the issue and send us an email at email@example.com with your order number and concerns about your purchase.