NEOLASH

Returns & Refunds

At Loshen & Crem, we understand that sometimes, even the most carefully chosen product might not be "the one."

• Returns: You have 14 days from delivery to return any unopened and unused products in perfect condition—just as they arrived.
• Refunds: If your return reaches us within 30 days of purchase, you’ll have the choice between a refund or store credit (your preference, naturellement). After 30 days, store credit is your only option. Beyond 40 days, refunds and credits are no longer possible.

At Loshen & Crem, we take delivering your skincare treasures très seriously. From Canada to the U.S., we’re here to ensure your beauty cabinet is always well-stocked.

• Free Shipping:
  • Canada: Complimentary EXPRESS shipping on orders over $189.99 CAD (after discounts and before taxes).
  • United States: Complimentary EXPRESS shipping on orders over $250 USD. We are temporarily pausing USD payments at the moment. Apologies for the inconvenience, and thank you for your understanding!
• During our annual sales, enjoy free EXPEDITED shipping for orders over $250 CAD (or $350 USD).
• For smaller indulgences, shipping is $21.95 CAD within Canada and $30.95 USD to the U.S.

P.S. We ship to P.O. Boxes via Canada Post—but not during strikes. C’est compliqué.

Processing Time:
We aim to dispatch your order within 2 business days, though peak sales and payment verifications may require a touch more patience.

Shipping Rates & Delivery Times

Estimated Delivery Times (Canada):

• British Columbia & Alberta: 1–2 business days
• Manitoba & Saskatchewan: 1–2 business days
• Quebec & Ontario: 1–2 business days
• Atlantic Provinces: 1–3 business days

• United States: Delivery times vary by region:
  • Zone 1: Eastern States – 3–4 business days
  • Zone 2: Central States – 4–5 business days
  • Zone 3: Western States – 5 business days

Remote areas may experience longer shipping times.

Please Note: Shipping windows are estimates and not guarantees. Delays may occur due to weather, traffic, or additional verification processes.

Shipping Address Details

For a smooth delivery, please provide all relevant information, including buzzer codes, directional suffixes (North, South, etc.), or special instructions.

• Address Changes: Once your package has left our warehouse, address updates cannot be made. If you need to make changes before dispatch, email us at info@loshen.ca with your order details.
• Carrier Fees: Any changes made with the courier after dispatch will incur a $32 CAD fee, and the Free Express Shipping option will be deducted from your La Crème Points account.

Tracking Your Order

All shipments include tracking information, so you can follow your package from our warehouse to your door. A confirmation email with your tracking number will be sent once your order is dispatched.

Damaged or Lost Packages

• Damaged Parcels: If your order arrives damaged, please contact us at info@loshen.ca with photos and details. We’ll work to resolve the issue promptly.
• Lost or Stolen Packages: If your package is marked "delivered" but hasn’t arrived, please contact the carrier directly to file a claim.

Tips to Avoid Lost or Stolen Packages:

• Opt for a signature upon receipt (required for orders over $350 CAD).
• Have your package delivered to your workplace.
• If you’re not home on the expected delivery date, ask a neighbor to receive your package.

Unclaimed Parcels

If your package is returned to us unclaimed, we’ll issue a refund minus a $23.95 CAD return shipping fee.

Free Samples

We believe every order deserves a little extra care! Expect 1–3 complimentary samples selected by our Skincare Specialists to perfectly complement your order.

Loyalty Rewards: La Crem Points

Earn La Crème Points with every purchase and redeem them for future orders. From time to time, we also offer Free Gifts With Purchase (GWP) for select brands, but these are available only while supplies last.

Clearance Items

Clearance items are FINAL SALE.
These products are offered at up to 75% off due to minor imperfections, nearing expiry dates (noted in descriptions), or other reasons. Returns, refunds, or credits are not available for these items.

At Loshen & Crem, we aim to deliver excellence at every step of your skincare journey, with care and a touch of elegance. Questions? Don’t hesitate to reach out—we’re always happy to assist!