Shipping Returns
Returns, Shipping and Exchanges
Within Canada:
We offer free shipping on orders above $50.00, or a flat fee of $5.99 for orders under $50.00. After the order has been placed, it will be shipped within 1 to 3 business days.
As soon as your order has been shipped, you will receive an email with your tracking number. Domestic orders are shipped via Canada Post Expedited mail service with tracking and delivery confirmation.
Outside Canada:
We offer free shipping on orders above $75.00, or a flat fee of $10.00 for orders under $75. After the order has been placed, it will be shipped within 1 to 3 business days.
All international orders are shipped via Canada Post. Your order may be subject to a customs inspection and fees.
If customs fees, brokerage fees, and taxes are applied to your order, these are the purchaser’s responsibility. We do not pay for duties and taxes, nor can we control delays due to customs and import laws. If your package is delayed beyond our control, no refund will be given.
Shipping Times:
Canada Post will deliver your order within 2-6 weeks. Keep in mind that these are approximate shipping times. We do our best to estimate the shipping times, but customs can sometimes hold up the package while entering the destination country.
Refunds & Exchanges:
We want you to love your Cleopatra Luxury Skincare purchase. If you are not satisfied or something is not quite right, please contact us via our contact page within seven days of your purchase before returning any products.
When contacting, please include the following information:
- Your order number
- The item you wish to return
- The reason for the return
- If the item is opened or unopened
- Is the additional information you require?
Once we’ve received your return, our Customer Excellence team will inspect the item’s condition (s). If the item(s) state accurately matches the description you provided to our team. We will then initiate a refund to your original payment method or offer you a store credit via email, minus shipping. Shipping fees are non-refundable, and we will be happy to remit your account for.
When can I expect my refund?
You will receive an email notification letting you know your refund has been processed. Please allow seven business days for the return to be processed by your financial institution.
Returns delivered after 15 days and up to 60 days will be issued in-store credit. Please note that all discounted items are final sales.
What if my package arrives damaged?
We cannot be held responsible for items damaged or lost in the return shipment. Therefore, we recommend an insured and trackable mail service.
Can I exchange a product?
If the product is unopened, we will happily exchange it for another Cleopatra Luxury SkinCare product of equal value. Minus shipping fee.
Do I have to pay return shipping costs?
We’re sorry, but shipping fees are non-refundable. You will be responsible for paying your own shipping costs when returning your items
Can I change or cancel my order once it has been placed?
If you need to make a change or cancel an existing order, don’t hesitate to get in touch with us via our contact page.