ELEMIS Pro-Collagen Cleansing Balm – 3-in-1 Daily Cleanser (100g) with Lavender & Chamomile

Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. For Beauty & Personal Care items, returns are only accepted for products that arrive damaged, defective, incorrectly shipped, or in a condition that is the fault of the seller.

To be eligible for a return, your item must be in the same condition that you received it — unopened, unused, with all original packaging, safety seals intact, and all accessories included. For hygiene and safety reasons, opened or used beauty, skincare, haircare, fragrance, makeup, nail, tattooing, and personal care items cannot be returned.

You will also need your receipt or proof of purchase.

To start a return, contact us at canadianglow.ca@gmail.com.
All approved returns must be sent to the following address:

Canadian Glow – Returns Department
6 Shea Way
Newark, DE 19713
United States

If your return is accepted, you will receive a prepaid return shipping label (when applicable) along with detailed instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.

You can always reach us at canadianglow.ca@gmail.com for any return questions.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, incorrect, leaking, broken, or arrives with missing components. We will evaluate the issue and make it right.

For seller-caused issues (damaged, defective, incorrect, expired), Canadian Glow will cover the return shipping cost.

Exceptions / Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned:

• Opened or used Beauty & Personal Care products
• Skincare, hair care, makeup, fragrance, and personal care items with broken seals
• Bath & Body products that have been opened
• Makeup, lip care, mascaras, brushes, or sponges once used
• Tattooing supplies that have been opened or contaminated
• Salon & spa tools that show signs of use
• Perishable beauty goods
• Customized or personalized items
• Hazardous materials or flammable liquids
• Sale or clearance items
• Gift cards

If you are unsure about your item’s return eligibility, please contact us before sending it back.

Exchanges

Exchanges are only available for unopened items that arrived damaged, defective, incorrect, or expired. The fastest way to receive the item you want is to return the original (if eligible) and place a new order once your return is approved.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have 14 days to cancel or return the item for any reason. However, Beauty & Personal Care items must still be unopened, unused, with all seals intact, and in their original packaging.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was approved. If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at canadianglow.ca@gmail.com.

Shipping

All orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

If there is any delay in preparing your order, we will notify you promptly by email.

SHIPPING TIME

Canadian Glow ships exclusively within Canada across all provinces and territories.

Standard delivery: Total delivery time is approximately 5 business days (2–3 days processing + delivery).

Remote or northern regions: 6–10 business days due to distance, weather conditions, and limited carrier routes.

Deliveries to areas such as Yukon, Northwest Territories, Nunavut, and certain rural communities may take longer because of seasonal and logistical factors.

We always strive for timely deliveries, but once a package is handed to the carrier, Canadian Glow is not responsible for carrier delays or weather-related disruptions.

SHIPPING CONFIRMATION AND TRACKING

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment.

Tracking details typically become active within 24–48 hours after shipment.

SHIPPING RATES

Shipping within Canada is free on all orders.

Expedited or express delivery options may be available at checkout for an additional fee depending on your location.

ADDRESS ACCURACY

Please ensure your shipping address is complete and accurate before placing your order. Canadian Glow is not responsible for delays, lost shipments, or delivery issues caused by incorrect or incomplete addresses.

DAMAGED OR LOST PACKAGES

If your order arrives damaged, please contact us immediately at canadianglow.ca@gmail.com with photos of the package and its contents. We will assist you and work to resolve the issue as quickly as possible.

If your package is marked as “delivered” by the carrier but you have not received it, please first:

• Check with neighbors or building staff
• Verify the address used during checkout
• Contact your local delivery office

If the issue continues, email us and we will help you initiate a claim with the carrier.

INTERNATIONAL SHIPPING

At this time, we only ship within Canada. We may expand our shipping coverage to international destinations in the future.

CONTACT

If you have any questions about shipping, please contact us at: canadianglowstore@gmail.com