Shipping & Returns

SHIPPING

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 shipping fares offered at checkout, and expected delivery times vary between 2 to 5 business days depending on the fare selected. We generally send parcels out two to three times a week depending on the volume of orders.

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 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 outside of Canada: Please place your order via our International website.

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 curbside 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.

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 info@lvnea.com 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! 

ONLINE 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 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 info@lvnea.com with your order number and concerns about your purchase. 

IN-STORE PURCHASES AND RETURNS

Items purchased in store cannot be refunded. Certain items may be eligible for an exchange only. Eligible products are exchangable under the following conditions:

1. The item is unused and in the same packaging and condition as when it was purchased.
2. The item is returned within 10 days of the original purchase.
3. A printed or virtual proof of purchase is presented upon the return request.

The full value of the originally purchased product must be used at the time of the exchange. No refunds or store credit will be issued for balances related to products exchanged for something at a lower price.

The products eligible for return are as follows : 

• LVNEA Candles, incense, solid perfumes, and full-sized bath preparations.
• Essential oils, absolutes, and other liquid or semi-solid plant extracts with the seal intact.
• Sealed apothecary products (teas, tisanes, tinctures, etc.)
• Housewares and gifts such as pottery, paper goods, ritual accessories, etc.
  

All other items are final sale.