FAQ

Orders

I made a mistake on the delivery address when I placed my order. What should I do?

Send us an email at info@naturesse.ca mentioning your order number and the right delivery address, and this within 2 hours max after your order confirmation to be sure that the package is not already shipped and in the hands of the carrier!

Can I change or cancel my order once it is confirmed?

Once your order is invoiced and confirmed, unfortunately it is impossible to cancel or modify it!

Can I make an exchange or return?

For hygiene reasons, no exchange or return is allowed except in case of material breakage during delivery. You are then required to check the conformity of your package at the time of delivery. Only the products previously authorized for return by Naturesse Cosmetics will be refunded and an authorization number will be communicated to you.

In this case, you must follow the following procedure:

  • Take pictures of the original packaging, and pictures of the damaged item(s),
  • Attach a copy of your invoice or order and the authorization number that you will obtain once the return is authorized.
  • You will need to contact us by email at info@naturesse.ca within 48 hours for return authorization.

If the above procedure is not followed, no refund will be issued.

Any product returned without an authorization number will be cancelled and returned to you at your expense.

There is an error in the order I received. What should I do?

First of all, we apologize for this inconvenience which is involuntary. In this case, please send us an email at info@naturesse.ca with your order number and a picture of the products you received. We will do everything necessary to rectify the situation.

Can I combine different promotions?

Unfortunately, it is not possible to combine different promotions. You can only enter one promotional code at the time of your order

Can I use multiple coupon codes on the same order?

No, a promotional code is applicable only once, and its offer cannot be combined with another code.

I want to order for a gift. What should I do?

If you want the order to be delivered directly to the person you wish to give the gift to, be sure to include their full shipping address. Please note that for ecological reasons, we never provide invoices with the package, instead we opt to send invoices to your email box. So, rest assured that the person who will receive your gift, will never receive an invoice!

On the other hand, we can offer to write a personalized note for you, to the person who will receive the gift, if you wish. All you have to do is tell us what you would like us to write on the note. The comments section in your order is reserved for this purpose.

How can I pay for my order online?

Naturesse Cosmetics offers different online payment methods to pay your order either by credit card (Visa, MasterCard) or via Paypal. You can also pay by Apple Pay or Google Pay.

How do I know if a product is out of stock? And when will it be available again?

When a product is momentarily out of stock, there will be an indication that the product is not available and you will not be able to order it at the time you place your order.

However, subscribe to our pages on the different platforms (newsletter, Facebook and Instagram) if you want to be informed of the return of your favorite products and new products.

Which locations are served?

Currently, Naturesse Cosmetics sells its products in Canada and the United States. Subscribe to our pages on the different platforms (newsletter, Facebook and Instagram) if you want to feed yourself with our information. It will be our pleasure to share it with you!

Delivery

Your package is in good hands!

Orders are shipped through our various shipping partners across Canada. You choose the address that suits you best: home, office, friends or family members, and that’s it!

Please note that no delivery will be made to a post office box.

Delivery in Canada:

Orders shipped to Canada are sent by our shipping partners (Purolator, Fedex …). A delay will be respected according to your address. You are subject to the rules concerning the signature of an acknowledgement of receipt of products.

Once your order is invoiced and confirmed, it would be impossible to cancel or modify it.

International:

Shipments to the United States and the rest of the world are sent by international carriers and may take longer than 10 business days.

– International shipping costs are dependent on the shipping address and products purchased. For more information, you can consult the customs section.

– Delivery times may vary for international orders due to customs procedures.

For more information: http://www.canadapost.ca

Import Fees and Delays: We are not responsible for any import taxes, surcharges or shipping delays (if any) associated with international shipping.

What are the costs and delivery times?

Shipping is free for all orders over 75$ CAD before taxes.

– Shipping fees: Flat rate of 12$ CAD for all orders under 75$ CAD before taxes.

Delivery time :

Quebec/Ontario: 3 to 7 business days on average.

Rest of Canada: 4 to 9 business days on average.

Can I have items from the same order delivered to several different addresses?

Unfortunately, it is impossible to make multiple deliveries to different addresses in a single order.