Refund policy
Shipping and Delivery – Quebec and Ontario
Shipping fees for orders from $15 (minimum) up to $78.99 are charged at a flat rate of $11 (with tracking number). Shipping is free for all orders of $79 and over (with tracking number).
To help offset greenhouse gas emissions generated by shipping our parcels, we participate in carbon compensation through the Shopify Planet app. Please note that delays may occur during statutory holidays and snowstorms. Studio pickup is not available unless by invitation. Orders received after Friday at 11:00 AM will be processed the following Monday. Bulk, corporate, or event orders are subject to different handling and shipping fees due to the nature of these orders.
We are not responsible for loss or theft once parcels are in the possession of Canada Post. For additional security, please select the shipping option with signature confirmation.
Shipping Address Errors
Please contact us promptly at info@lasultana.net to notify us of any address error. If your order has not yet shipped, we will attempt to correct the shipping address before dispatch. However, we cannot guarantee address changes once an order has been confirmed, as processing and shipping times may be rapid. If your order has already shipped, you must contact Canada Post directly to request an address update.
If a parcel is returned to us due to an address error provided by the customer (for example: missing apartment number, outdated address, etc.), it will be reshipped at a cost of $15, even if your order originally qualified for free or discounted shipping ($11 or $8). When an order is returned due to an incorrect shipping address, Canada Post charges us the full return shipping cost back to our workshop. The order will not be refunded if you choose to cancel.
Returns and Refund Policy
At La Sultana S.E.N.C., our products are handcrafted in small batches. If there is an issue with your order, we are here to help. Returns are accepted within 30 days of purchase. Products must be unopened, unused, in their original condition, and returned in their original packaging with proof of purchase. For hygiene reasons, opened or used body care and cosmetic products cannot be returned. Slight variations in color, texture, or scent may occur due to the handcrafted nature of our products and do not constitute defects.
Gift cards, sale or clearance items (including inventory liquidation), imperfect items, and custom orders are final sale.
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery at info@lasultana.net, including your order number and photos of the product. Depending on the situation, a replacement, store credit, or refund may be offered.
Refunds are issued to the original method of payment once the return has been received and inspected. Return shipping costs are the responsibility of the customer, and we recommend using a trackable shipping method, as we are not responsible for lost return parcels.
Products must be stored in a cool, dry place away from heat and direct sunlight and must not be opened or unwrapped to remain eligible for return.
