Carrier delivery delay
Our delivery times are for information only and do not constitute a guarantee. That said, if you experience an unusual delay in the delivery of your package, contact us at info@loshen.ca and we will open a service ticket with the carrier. If necessary, additional delays may apply. Also, please note that we can not send a replacement package without confirmation from the carrier regarding the status and whereabouts of your initial package. ONCE PACKAGE LEAVES OUR HANDS, IT IS COMPLETELY OUT OF OUR CONTROL!
Tracking Your Order
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation email with a tracking number will be sent to you. You will be able to track your package at all times. If you are a registered customer and have an account with us, you will also track your purchase history section orders.
Availability and OUT-OF-STOCK
Shipping is subject to product availability. In exceptional cases, where inventory for select items is no longer available, that item may be removed from your order, and all other items will be shipped. Refer to your shipment confirmation email to review all items sent and the amount charged to your card. Depending on your items' size and fulfillment location, you may receive your order in multiple packages. Some products offered may be temporarily out of stock. In such a case, a customer service agent will contact you by email to inform you of any shipping delays. If your order contains a combination of available products and out-of-stock products, you should expect multiple shipments.
Restrictions
Certain aerosols and alcohol-based products, such as fragrances and nail polish, are considered hazardous materials by Transport Canada, and must be shipped using Standard Ground shipping.
Damaged Parcel
We're so sorry.
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.). For products damaged during transport, Send an email to info@loshen.ca, but please see our Exchanges & Warranty > Products damaged during the delivery section.
Your package was marked "delivered", but you haven't received it!
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:
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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.
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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.
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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.
Tips to make sure you don't have your package stolen.
• Opt for the signature upon receipt of your package (especially if you live in an apartment block)
• Have your package delivered to your workplace
• Or if you do not plan to be at home on the day of delivery, (you have the expected delivery date) ask a neighbor to pick up the package.
Disclaimer
Loshen & Crem reserves the right to refund or replace products on a per order basis upon review. This is extended as a customer courtesy and is not a legal requirement.
Unclaimed Parcel
If the carrier fails to deliver the item as intended, it is sent to a post office for you to pickup. If you have received a delivery notice, follow the instructions on the notice to retrieve your item or check the delivery status using the tracking number we provided to you by email.When you go to the post office to pick up your parcel, you will have to present the following documents:
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1. Delivery notice
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2. Official ID with photo and address
WARNING: You will have a maximum period of 10 business days to pick up your package at the post office. Once this period is exceeded, the package will automatically be returned to us, and we will proceed to the cancellation and refund of your order, minus the delivery costs for the return of your package to our warehouse ($23.95 flat-rate).
Free Samples!
LOSHEN & CREM offers free samples with most orders. Not all brands have samples to offer, but if they do, you will receive them! Expect to receive 1-3 samples per order depending on the order amount. Our Skin Care Specialists will choose samples that compliment your order.
Free Products!
The more you shop, the more you get! SURPRISE ! SURPRISE !LOSHEN & CREM offers La Creme de La Creme Points on every purchase that can be used towards future orders. LOSHEN & CREM will offer a Free Gift With Purchase (GWP) with certain brands from time to time. These GWP's are usually limited quantity and will be offered on a first come first serve basis.
CLEARANCE items are FINAL SALES.
Please note that all items on sale or clearance are final sales.
When Loshen & Crem adds a brand on clearance, it is because it didn't meet our quality standards. This is why brands are at up to 75% markdown. Buying these items of "lesser" quality can result in fewer products in a bottle, unsealed properly, and expiring soon (in that case, we always add the expiry date).
Unfortunately, we do not offer any return, credit, or refund for items on clearance. These items are Finale Sales.
