FAQ

Q: What are your boutique hours?

Our retail team will be happy to serve you from a safe distance.
We suggest you make an appointment as we will be limited to 2 clients in the store at a time so we are able to respect all social distancing protocols.

Appointments will be for 15 minutes and you will be able to book your appointment by phone at 514.687.3886 or online through the BOOK NOW button on the top left of our site.

When you are in the boutique we ask that you let our staff handle any products, there will be no makeup applications or perfume consultations at this time.

Q: Is the Spa open?

We are excited that on Tuesday, June 16, we will re-open our spa and treatment area!

You may now book your appointment online. We have put into place all necessary protocols to ensure your safety and that of our aestheticians. We ask you to arrive 5 minutes before your appointment to fill out a short questionnaire.

You may also call us at 514.687.3886 to book your appointment or if you have any questions about our protocols.

We look forward to seeing you soon!

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: What are the shipping costs and delivery options?

We offer 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 48 hours of receipt if ordered by 12:00 noon (EST) but as we are on reduced staff, shipping orders may take longer than usual.

Please note that due to the current situation, Post Canada has revised their shipping policy:

To eliminate customer interactions at the door, reduce post office customer traffic and support social & physical distancing, they have implemented a "Knock, Drop and Go" approach.
Delivery employees will knock or ring, choose the safest location available to leave the package and then depart for the next address. This change eliminates the need for signatures at the door and greatly reduces the number of parcels sent to our post offices for pick-up.

Their goal is to continue providing timely and reliable service but to be safe, give their people time and manage potential challenges, they have suspended on On-time Delivery Guarantees for all parcel services, until further notice.

Your package may also be left in your mailbox including a community mailbox, if you have one. It is therefore recommended to follow the delivery of your order with the tracking number sent to you once the order is picked up by Canada Post to avoid your package remaining in your mailbox.

Q: Is it possible to pick up my order at Etiket?

All orders placed before 12:00 pm EST will be ready for pickup as of the following business day. Our current Boutique hours are: Monday to Friday 10 AM to 6PM. We will advise you once your package is ready for pickup by e-mail. Your package will be ready at: Etiket 1832 Sherbrooke West Montréal H3H 1E4 514-687-3886.

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 My Account screen, select "Forgot your password?". Enter the email address associated to your account and click ''Submit''. You will receive an e-mail shortly after. If you've forgotten both the e-mail and password, you may e-mail [email protected] and ask for both your username and password. Those will be sent in two separate emails within 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, by e-mail at [email protected] or using our live chat feature.

Q: Do you accept phone orders?

We accept orders over the telephone simply by calling 1-855-687-3886. Read more on Telephone Orders on our Shipping & Returns page.

Q: Do you accept returns or exchanges?

Skin Care, Hair Care & Makeup

For hygienic reasons we do not accept returns on skin care, makeup and hair care 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. Shipping costs must be paid by the customer. If you are not satisfied with your online purchase, please email us within 10 days of receiving it to let us know at [email protected]. We do not receive COD returns. Your money will be refunded within 14 business days after we receive the package.

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. We will accept any full-sized product for a return (no exchanges), as long as it is at least three quarters full. Please note that a doctor's note and/or photos may be required.

Perfume, Candles and Fragrance Products

Most Perfume, Candles and Fragrance Products can be returned for a refund within 10 days of purchase. Shipping costs must be paid by the customer. In order to receive a full refund, the item must be unused, unopened and in its original and undamaged packaging (including unopened cellophane wrap where applicable). Please email [email protected] to get return authorization and approval. We highly recommend that you return the item carefully so it is not damaged upon its return. If an item is used or the packaging is damaged we can only offer a 50% refund. We do not receive COD returns. Your money will be refunded within 14 business days after we receive the package.

Returns on Bundles:

To qualify for a return, please contact us and return the whole bundle within 10 days of purchase. We do not accept returns on individual bundle items. The merchandise should be unopened, unused and in the original condition and packaging. 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 the 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.

Q: What if I have an allergic reaction?

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. We will accept any full-sized product for a return (no exchanges), as long as it is at three quarters full. Please note that a doctor's note and/or photos may be required.

Q: If I sign up for the Etiket newsletter, what does that mean?

You will receive information about exclusive promotions, product highlights, beauty tips and techniques through our weekly e-blasts.

Q: How do I buy a Digital Gift Card online?

At this time, only store gift cards are available. We are sorry for any inconvenience this may cause - and we're still working hard at making this option available online as well very soon! If you live in the Montreal area, feel free to visit our boutique at 1832 Sherbrooke street West to purchase a gift card in person.

Q: Is your site secure?

Yes. We accept payments through Paypal or by credit card through Stripe Payments Processing. 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.

Q: Do I get free samples with my order?

For Skin Care & Beauty Orders

We do include 3 samples in every skin care and beauty order (3 samples per 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. 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.

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.