Frequently Asked Questions
Q: How can I track my order?
We will send you a Canada Post Tracking number by e-mail once the order is shipped. From there you may go directly to CanadaPost.ca and track your package.
Q: Is it possible to see what I have already ordered in the past?
Once you sign in to your account you will be able to see all of your previous orders, your wish list, as well as update any of your personal information.
Q: What are the shipping costs and delivery options?
Etiket offers free shipping on orders of $75 and more excluding tax. The shipping rate for orders below $75 is $9.95.*
Orders are shipped and delivered Monday through Friday. Most orders are shipped within 24 hours of receipt if ordered by 12:00 noon (EST). You can expect your parcel to be delivered between 2 to 5 business days depending on where you are located in Canada.
As winter has hit Canada, we will be shipping all of our orders until the end of the cold weather with ’Signature Required’ by Canada Post. If you are at home, you will receive your orders as usual. If you are not, a card will be left so you may pick up your package at the closest Canada Post outlet. The same holds true for Community Mailboxes. This will ensure that your products arrive safe and sound to you.
Q: Is it possible to pick up my order at Etiket?
Of course! If you live in Montreal or plan on being here, you may always choose In-Store Pick Up in the drop down menu in the Shipping section on the check out page. We will ask for your order number and photo ID when you come to pick up your order.
Q: What do I do if I forgot my password?
Our system uses your e-mail as your user name so as long as you remember your e-mail that you opened your account with you may request a new password from the login screen.
First go to the login screen, enter your e-mail address and select "forgot password". You will receive an e-mail shortly after. If you've forgotten both the e-mail and password, you may either open a new account or you may e-mail customer service and ask them to email both your username and password. Those will be sent in two separate emails during the next business day.
Q: I have a question about one of the products, is there someone I may speak to?
Please contact us anytime during regular hours by phone 1-855-687-3886 or anytime by e-mail email@example.com. Our team has been extensively trained in all products. Please know that any suggestions we have are based on information that we have been given by our suppliers and are in no way meant to replace the advice of a physician.
Q: Do you accept phone orders?
We accept orders over the telephone simply by calling 1-855-687-3886. Read more on our page on Telephone Orders.
Q: Do you accept returns or exchanges?
We will gladly replace any item damaged during shipping or refund your original purchase price for that item once the damaged item is returned to us. We will also cover the cost of shipping the damaged item(s) back to us. Read more on our page: Returns & Exchanges.
Q: If I sign up for the Etiket E-List, what does that mean? Do you protect my privacy?
You will receive information about exclusive promotions, product highlights, beauty tips and techniques through our weekly e-blasts.
Q: Is your site secure?
We take security very seriously and it is as important to us as it is to you. We do not store your credit card information once a purchase has been completed.
Returns and Exchanges
Returns: For hygienic reasons we do not accept returns on skincare, makeup and haircare products that have been unsealed, opened and/or used. Returns are accepted on unopened, unused merchandise in the original condition and packaging within 10 days of purchase. If you are not satisfied with your online purchase, please email us within 10 days of receiving it to let us know.
Exchange: All purchases, except for those mentioned above, can be exchanged or returned for store or online credit within 10 days, accompanied with original receipt. Please contact us via email before returning anything so we may inform you where and how to make your return.
Shipping and Handling fees are not refundable.
Allergic Reactions: If you experience an allergic reaction to any product we ask you to advise us within 48 hours. We will provide an exchange or refund for the individual product if an allergic reaction has been confirmed. Please note that a doctor's note and/or photos may be required.
Information listed about the products on Etiket.ca is based on information provided from the individual product manufacturer. Any claims and suggestions on Etiket.ca are supplied as information only and are in no way meant to replace the advice of a physician.Back To Top
If you prefer to order by telephone, please call us during our office hours at 1 (855) 687-3886 Monday to Friday 10 AM to 6 PM (EST. If you reach our voicemail please leave a message and our customer service representative will return your call within 30 minutes on the same day within our business hours or next business day if it is after hours.
We ask that you have the following information ready for us so we are able to help you quickly and easily:
- 1. Your credit card information (Visa or Mastercard)
- 2. The names of the products you wish to order. If you need help choosing your products, our customer service representatives have the experience and product knowledge necessary to provide you with solutions and recommendations for your skincare needs.
- 3. Your shipping address
All telephone orders will be processed through Moneris at the time of purchase. We do not keep your credit card information on file and the transaction is verified through a secure process.
Shipping is complimentary on orders of $75 and more excluding tax. The shipping rate for orders below $75 is $9.95. The expected arrival dates apply to telephone orders as for online orders.*Back To Top
- To purchase an E-Gift Card, click here. E-Gift Cards are available in denominations from $25 - $500 in Canadian dollars.
- We will deliver the E-Gift Card to the recipient via email on the date you have selected upon payment approval. You will also receive a confirmation email from us when your E-Gift Card has been sent to the recipient.
- E-Gift Cards sales are final and cannot be replaced if lost or stolen.
- E-Gift Cards cannot be used to purchase E-Gift Cards.
- E-Gift Cards purchased online may be redeemed only at Etiket.ca. They may not be redeemed at any retail location or other website.
- E-Gift Cards cannot be redeemed for cash.
- To redeem your E-Gift Card online, enter in the unique digital gift card number included, at checkout.
- To check your gift card balance please login to your online account.
- E-Gift Cards purchased online at Etiket.ca do not have an expiration date.
The terms and conditions of Gift Cards are governed by the laws of Canada.
We do include samples in every skin care order and we do our best to pick something that we feel would compliment your purchase, but if you have a special request, just add it in the comments box at check out and if we have those samples, we will send them with your order.
Please remember that the purpose of samples is to allow you to see if you have any sensitivity to a product, if you like the smell (if there is one) and the texture. There is never enough product in a sample to see any results and they are not intended to replace travel-size products.
PERFUME & FRAGRANCE
We do include samples in every perfume order. Sample requests may be added in the comments box at check out and if we have those samples, we will send them with your order.
For perfume orders, samples are in relation to the size of your order as follows:
- For orders between $55 and $150 you may expect 3 complimentary samples
- For orders between $151 and $250 you can expect 4 complimentary samples
- For orders between $251 and $300 you can expect 5 complimentary samples
- For all orders over $300 you can expect a minimum of 6 samples.
We cannot guarantee you will receive all the samples you request, but, depending on availability, we will do our best to accommodate all reasonable requests.