FAQ's | Frequently Asked Questions

At this time, we only ship within North America, specifically to Canada and the USA.

For those of you in Canada, orders ship free with a minimum spend of $189.99 CAD, and $250 on our MistleGlow Annual sales. For our friends in the USA, free shipping kicks in at $350 USD, and $450 USD on our MistleGlow Annual Sales.

All our shipments are sent express because, let’s be honest, waiting is overrated.

Depending on your location, your skincare essentials will arrive within 1 to 4 business days. Oh, and one last detail—any order over $350 (CAD or USD) will require a signature, because your glow-up deserves to be received in style!

Remember, our cutoff for same-day shipping is 2 PM, Edmonton time. So, if you’re racing the clock, act fast and we’ll do the rest!

Alberta & British Columbia: 1-2 business days (we're practically neighbors!)
Manitoba & Saskatchewan: 1-2 business days (swift as a prairie breeze)
Quebec & Ontario: 1-2 business days (just in time for your next soirée)
Newfoundland, Labrador, Nova Scotia, P.E.I., New Brunswick: 1-3 business days (worth the wait, promise!)

USA:

• West Coast: 2-3 business days (California dreaming, but faster)
• Midwest: 2-3 business days (rushing like the wind)
• East Coast: 3-4 business days (fashionably on time)

Please note: Additional processing time may apply, and remote areas may take a bit longer—because even skincare heroes have their travel limits.

Note : Shipping rates may change without notice. Delivery times are estimates and not guaranteed, as delays can occur.

Loshen & Crem is not responsible for incorrect or missing information on the shipping address. It is crucial to provide all relevant information, such as:

• Buzzer number
• Special door instructions
• Special needs
• Directional details (e.g., South, North, West, East)

If this information is incorrect or missing, we cannot guarantee proper delivery of your order.

Please Note:

• Once your order has left our warehouse, it is IMPOSSIBLE to change the address.
• Loshen & Crem cannot refund or re-ship orders that have address errors, lack relevant information, or have last-minute changes.

If you realize an error or need to make a change after your order has left the warehouse, please contact the carrier's customer service department to see if it is possible to change the delivery address. Please be aware that if you make any changes with the courier after dispatch, our carrier will charge a $32 fee. Additionally, we will withdraw the Free Express Shipping option from your SkinSkinGlow points account. We appreciate your understanding.

We do our best to make your order goes out on the same day it was placed. We ship express (Canada post, Purolator or FedEx), once the order has left our warehouse, we can't guarantee the delivery time.

Rest assured that we will be there to help.

When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automatic email from us to let you know about this new status. 

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

• Delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake and will arrive the following day.
• We always update your order with your tracking and carrier to contact them directly with your tracking. Ask who delivered the package, and ask for the details of that day's delivery.
• If the package still does not show up, please call the carrier to fill a claim. Loshen & Crem cannot reimburse OR re-ship orders misdelivered by the carrier or stolen from a property. Thank you for understanding.

If your shipment was damaged in transit, you must ABSOLUTELY keep the original shipping box and follow these instructions in order for your request to be authorized:

To request a replacement, please contact us at info@loshen.ca within 3 business days of receiving your order. Kindly include the following information and documents in your email:

1. Full Name: Your full name as it appears on your order.
2. Purchase Date: The date you made your purchase.
3. Order Number: The order number associated with your purchase.
4. Product Name(s): The name(s) of the damaged product(s).
5. Nature of the Damage: A brief description of the damage.
6. Photographic Evidence: A clear picture of the damaged product(s) along with the original packaging and the lot number.

Please note, without photographic evidence, we will be unable to process your request.

Our team will review your submission and respond promptly to assist with a replacement. We appreciate your understanding and cooperation.

Thank you for choosing Loshen & Crem!

No worries—these things happen, and we’re here to make it right. Please email us at info@loshen.ca with the following details:

• Your order number
• The name of the defective product
• A clear picture of the product, including the lot number (usually found under the bottle or jar)
• A short video showing the issue (e.g., a pump not working)

Once we receive all the information and approve the claim, we’ll send you a return label. After we receive the product back, we’ll either ship out a replacement or issue you a store credit—it’s your choice!

We’re here to ensure you have a seamless experience, even when things don’t go as planned. 💌

At Loshen & Crem, we strive to ensure our customers are satisfied with their purchases. If you find that you need to return an item, please follow the guidelines below.

Eligibility:

• You can return any unwanted products within 7 days of delivery, provided they are unopened, in perfect condition, and were purchased at regular price. Any items on sale or clearance are final sales and cannot be returned or exchanged.
• We will process refunds or offer store credit within 30 days of purchase.
• Gift with Purchase (GWP): All GWP items must be returned along with the associated products. If GWP items are not returned, you will be charged for them.
• Samples: Samples can be kept as they are not considered Gift with Purchase (GWP).

Return Process:

• Email us a picture of the product, its condition, the lot number, and the expiry date.
• If the product matches our records, you will receive a Replacement Authorization.
• We will contact you by email within 5 business days following your replacement request.
• Once your request has been authorized, you’ll be able to return it to the following address:

Loshen & Crem. - Returns
11003 26 AV NW
Edmonton, AB. T6J 5V3

Shipping Recommendations:

• We recommend shipping your item in its original box.
• Use a traceable shipping method like Canada Post, UPS, or FedEx.
• Shipping Costs: You are responsible for the shipping costs from your address to our warehouse.

Please follow our simple step by step guide below.

In-Store Purchases:

For products purchased at our Edmonton boutique, our return policy remains consistent. You are invited to return items directly to the store, allowing you to bypass shipping concerns. Kindly note that our opening hours may vary. For the latest information, please click Loshen & Crem Opening hours.

LOSHEN & CREM does not allow returns or exchanges on any opened, unsealed, or used products unless you have experienced an allergic reaction. (Please see Allergic Reaction section below).

Promotional Items: Products purchased at a discount during promotions are considered final sale and cannot be returned or exchanged.

Final Markdown Items: Items marked as Final Markdown are non-returnable, non-exchangeable, and non-refundable.

Hair Care Products, Nail Polishes, Nail Treatments & Makeup: Due to hygiene and quality control standards, all purchases in these categories are final and cannot be returned, exchanged, or refunded.

Electrical Skincare Tools: All sales of electrical appliances are final. No returns, exchanges, or refunds will be accepted.

Final Sale on Store Credit Purchases: Any items purchased using store credit issued from a previous return will be considered final sale. These items are not eligible for further returns or exchanges.

Please note: Final sale means. exchanges, refunds, or credits are available.

Returns are not free. Please follow our return guide to ensure the process goes smoothly. If the item is in good condition when we receive it, a refund will be issued within 30 days of your purchase. If the item is damaged upon receipt, a store credit will be issued instead.

Please note that shipping charges are non-refundable. We also reserve the right to deduct shipping costs from returned or exchanged items that initially qualified for free shipping.

In-Store Purchases:

For products purchased at our Edmonton boutique, our return policy remains consistent. You are invited to return items directly to the store, allowing you to bypass shipping concerns. Kindly note that our opening hours may vary. For the latest information, please click Loshen & Crem Opening hours.

Shipping is subject to product availability. In exceptional cases where certain items are no longer in stock, they may be removed from your order, and the remaining items will be shipped. Please refer to your shipment confirmation email to review the items shipped and the amount charged to your card.

Depending on the size and fulfillment location of your items, your order may arrive in multiple packages. If any products are temporarily out of stock, a customer service agent will contact you via email to inform you of any shipping delays. Orders containing both available and out-of-stock products may be shipped in multiple deliveries.