Store Policy

RETURNS

Our policy lasts 2 weeks (14 days) from the time the customer receives the shipment. To qualify for a refund, we must also receive the return shipment within 2 weeks. Unfortunately, we cannot offer refunds or exchanges past the 2 week period.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Certain types of goods are exempt from being returned. Personalized, sale, and clearance items cannot be returned.

All returned items are subject to a $10 or 20% restocking fee, whichever is greater.

To complete your return, we require a confirmation email or proof of purchase.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If you are approved for a refund (minus restocking, taxes, duties, and other fees, if applicable), then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven (7) business days.

There are certain situations where only partial refunds are granted:

Any item returned that is not in its original condition, is damaged or missing parts for reasons not due to our error.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@LuxeEssence.com.

SALE OR CLEARANCE ITEMS

Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded.

EXCHANGES

We only replace items if they are defective. If you require an exchange for the same item, send us an email at info@LuxeEssence.com. An email will follow containing the address for the return item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

RETURN SHIPPING & CHARGES

Please do not return your items to the sender's address as the address may not reflect the location where the items were originally sent. An email will be sent out shortly after the customer has filed for a return which contains the return shipping address.

The customer will be responsible for any shipping costs, duties and other miscellaneous costs incurred for returning the item. If you receive a refund, these costs are non-refundable and will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any returned item not received or lost during the return process will not be our responsibility. The customer will be advised to track down the package by contacting the respective courier.

SHIPPING OPTIONS

- Within Canada -

Delivery Type Cost Delivery Schedule
STANDARD $9.95 3-7 business days
EXPEDITED $24.95 2-4 business days

*FREE standard ground shipping for orders over $149.

- Within USA -

UPS Delivery Schedule
UPS Worldwide Express 1-3 business days by 12 noon
UPS Worldwide Expedited 2-5 business days
UPS Worldwide Express Plus 2-3 business days by 9 am
UPS Saver 1-3 business days
UPS Three-Day Select 3 business days
UPS Standard 2-7 business days

*Some restrictions apply. See UPS Terms and Conditions for details.


MINIMUM ORDER QUANTITY

Products purchased must meet the Minimum Order Quantity (MOQ) of each product. To view the MOQ, refer to the "Description" tab of each product. Although every effort has been made to ensure customers are only allowed to check out if the MOQ has been met, LUXE ESSENCE has every right to cancel the purchase and provide a full refund via the original method of payment if glitches have been found in the system, which would allow customers to purchase quantities less than the MOQ.

HOLIDAY FACEBOOK CONTEST/GIVEAWAY

Contest will be running from Wednesday, December 5th until Tuesday, December 11th at 11:59pm EST.

To qualify for the draw, members of the Facebook group must follow the following steps:

1) Like our Facebook page www.facebook.com/LuxeEssence.ca;

2) Comment on the post with your favourite candle scent; and

3) For an extra ballot, follow our Instagram page www.instagram.com/LuxeEssence.

Prizes include the following:

- 25 personalized round candles with your choice of personalized label, fragrance, and gold or silver tin colour;

- $25 digital LUXE ESSENCE gift card;

- Holiday hexagon candle trio gift set.

Names drawn will be based on entries from the facebook group and instagram page.

Winners of the draw will be announced on December 12th in the Facebook group.

All giveaways must be claimed in person in Toronto. If shipping is required, winners will be responsible for any shipping charges incurred.



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