Shipping policy

Our team processes your online order within 24 to 48 business hours. Packages are delivered by Purolator via Expedited Parcel Membership. You will receive your package within 24 to 48 hours after shipment. An email with a tracking number will be sent to you as soon as the package is shipped. However, we cannot be held responsible for excess delivery times caused by the carrier.

Lost package

If your package has been lost during transport, please notify us by email at info@lavandineetcie.com within 10 business days of the order date. Our team will follow up with Purolator. We will keep you informed of developments in this regard. The decision to refund or resend the products is at the discretion of Lavandine et Cie.

Damaged Items

We pack your order with care to ensure that your purchases arrive at their destination in pristine condition. If you receive a damaged item, please email and photo us at info@lavandineetcie.com within 5 business days of receiving the package. Lavandine et Cie undertakes to reimburse the value of the damaged item or to make a new shipment. The decision to refund or resend the products is at the discretion of Lavandine et Cie.

Lavandine et Cie is not responsible for the handling of your package by the carrier or able to control the temperature during transport. If the package has been damaged by the carrier or if the products have been damaged by cold or heat during transport, Lavandine et Cie undertakes to request a refund on behalf of the customer from the carrier. If an agreement is reached, Lavandine et Cie will proceed with the refund or a new shipment.

Error in entering the address by the customer

It is the responsibility of the customer to enter a valid delivery address. If an error occurs in the address entered, the additional costs for parcels returned by Purolator will be borne by the customer.

Shipping fees

The shipping costs cover the costs of preparation, packaging and postage of the package. An order cannot be split to be sent to multiple addresses. Each transaction is destined for a unique shipping address. Only delivery addresses in Quebec and Ontario are eligible for promotions offering free delivery.

Cancellation or modification of an order

To cancel or modify an order in progress, please email us at info@lavandineetcie.com. If the package is not shipped, the order may be modified. If your order has already been shipped, it will be impossible to obtain a refund for the products shipped.