how can we help you?

At Loshen & Crem, we strive to ensure our customers are satisfied with their purchases. If you find that you need to return an item, please follow the guidelines below.

Eligibility:

• You can return any unwanted products within 7 days of delivery, provided they are unopened, in perfect condition, and were purchased at regular price. Any items on sale or clearance are final sales and cannot be returned or exchanged.
• We will process refunds or offer store credit within 30 days of purchase.
• Gift with Purchase (GWP): All GWP items must be returned along with the associated products. If GWP items are not returned, you will be charged for them.
• Samples: Samples can be kept as they are not considered Gift with Purchase (GWP).
• Restocking Fee for Frequent Returns: We value our customers and strive to accommodate return requests. However, please note that if your return frequency exceeds our average rate, we reserve the right, at our discretion, to implement a restocking fee. This measure ensures fairness and helps maintain our high standards of service.

Return Process:

• Email us a picture of the product, its condition, the lot number, and the expiry date.
• If the product matches our records, you will receive a Replacement Authorization.
• We will contact you by email within 5 business days following your replacement request.
• Once your request has been authorized, you’ll be able to return it to the following address:

Loshen & Crem. - Returns
11003 26 AV NW
Edmonton, AB. T6J 5V3

Shipping Recommendations:

• We recommend shipping your item in its original box.
• Use a traceable shipping method like Canada Post, UPS, or FedEx.
• Shipping Costs: You are responsible for the shipping costs from your address to our warehouse.

In-Store Purchases:

For products purchased at our Edmonton boutique, our return policy remains consistent. You are invited to return items directly to the store, allowing you to bypass shipping concerns. Kindly note that our opening hours may vary. For the latest information, please click Loshen & Crem Opening hours.

If your shipment was damaged in transit, you must ABSOLUTELY keep the original shipping box and follow these instructions in order for your request to be authorized:

To request a replacement, please contact us at info@loshen.ca within 3 business days of receiving your order. Kindly include the following information and documents in your email:

1. Full Name: Your full name as it appears on your order.
2. Purchase Date: The date you made your purchase.
3. Order Number: The order number associated with your purchase.
4. Product Name(s): The name(s) of the damaged product(s).
5. Nature of the Damage: A brief description of the damage.
6. Photographic Evidence: A clear picture of the damaged product(s) along with the original packaging and the lot number.

Please note, without photographic evidence, we will be unable to process your request.

Our team will review your submission and respond promptly to assist with a replacement. We appreciate your understanding and cooperation.

Thank you for choosing Loshen & Crem!

If you receive a product that was not part of your final order or if you a product is missing, please follow these steps:

1. Order adjustment request
2. Contact to us at info@loshen.ca within 3 business days of receiving your order and include the following information and documents:
3. your full name
4. the date of your purchase
5. your order number
6. the name of the incorrect product(s) received or of the missing products
7. a picture of the incorrect product(s) received, if applicable.

Shipping charges are non-refundable. We reserve the right to deduct shipping costs from returned or exchanged items that initially qualified for free shipping.

They say the best things in life are free. Clearly, "they" have never experienced a Glasshouse Fragrance candle! That luxurious, room-filling scent? Totally worth the wait!

Due to the weighty nature of these heavenly candles, they’ll be taking the scenic route. Please bear with us—your candles will take a little longer to reach your door. But trust us, the tantalizing fragrance that greets you? Absolutely priceless!

Promotional Items: Products purchased at a discount during promotions are considered final sale and cannot be returned or exchanged.

Final Markdown Items: Items marked as Final Markdown are non-returnable, non-exchangeable, and non-refundable.

Hair Care Products, Nail Polishes, Nail Treatments & Makeup: Due to hygiene and quality control standards, all purchases in these categories are final and cannot be returned, exchanged, or refunded.

Electrical Skincare Tools: All sales of electrical appliances are final. No returns, exchanges, or refunds will be accepted.

Please note: Final sale means. exchanges, refunds, or credits are available.

In-Store Purchases: For products purchased at our Edmonton boutique, our return policy remains consistent. You are invited to return items directly to the store, allowing you to bypass shipping concerns. Kindly note that our opening hours may vary. For the latest information, please click Loshen & Crem Opening hours.

Final Sale on Store Credit Purchases: Any items purchased using store credit issued from a previous return will be considered final sale. These items are not eligible for further returns or exchanges.

Please note that all items on sale or Final Markdown are final sales. When Loshen & Crem adds a brand to Final Markdown, it is because it didn't meet our quality standards. This is why brands are offered at up to 75% markdown. These items may have lesser quality, including fewer products in a bottle, improper sealing, or an upcoming expiry date (we always provide the expiry date in such cases).

Unfortunately, we do not offer returns, credits, or refunds for items on Final Markdown. These items are FINAL SALE.

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:

• 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.
• 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.
• 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.

Please note that if you make any changes with the courier after dispatch, our carrier will charge a $32 fee. Additionally, we will withdraw the Free Express Shipping option from your SkinGlow points account. (800 points) We appreciate your understanding.

• British Columbia and Alberta: 1-2 business days
• Manitoba and Saskatchewan: 1-2 business days
• Quebec and Ontario: 1-2 business days
• Newfoundland, Labrador, Nova Scotia, P.E.I., New Brunswick: 1-3 business days

Additional processing and handling time may apply. Remote area deliveries may experience longer shipping times.

Note : Shipping rates may change without notice. Delivery times are estimates and not guaranteed, as delays can occur.

A phone number is required for the shipping address for carrier contact.

To ensure the safety and security of your purchase, orders over $350 will require a signature upon delivery, free of charge. This measure helps to prevent theft and ensures that your valuable items are safely received. Your understanding and cooperation are appreciated.

Loshen & Crem is not responsible for incorrect or missing information on the shipping address. It is crucial to provide all relevant information, such as:

• Buzzer number
• Special door instructions
• Special needs
• Directional details (e.g., South, North, West, East)

If this information is incorrect or missing, we cannot guarantee proper delivery of your order.

Please Note:

• Once your order has left our warehouse, it is IMPOSSIBLE to change the address.
• Loshen & Crem cannot refund or re-ship orders that have address errors, lack relevant information, or have last-minute changes.

If you realize an error or need to make a change after your order has left the warehouse, please contact the carrier's customer service department to see if it is possible to change the delivery address. Please be aware that if you make any changes with the courier after dispatch, our carrier will charge a $32 fee. Additionally, we will withdraw the Free Express Shipping option from your SkinSkinGlow points account. We appreciate your understanding.

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!

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. 

At Loshen & Crem, we want to ensure you have the best experience possible with our brands. That's why we highly recommend having a consultation with one of our skin experts before purchasing any Biologique Recherche product.

In case of any reaction, they require images of the reaction, product, lot number on the bottom of the box OR product, and proof of an online consultation with one of our skin experts to ensure that they can assist you in the best possible way.

If you decide to purchase without a consultation and experience any reaction, we won't be able to provide a refund. However, we're always here to help you find the best products for your skin and answer any questions, so please don't hesitate to contact us.

We understand that sometimes certain products do not agree with your skin type. LOSHEN & CREM will refund or credit the individual product that caused the Allergic Reaction.

All reactions must be reported within the first 48 hours of use.

Some brands requiers a Doctors letter and/or photos of the reaction in order to confirm that it was caused by one of our products.
Please note that all instructions, ingredients, opinions and suggestions regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding certain ingredients' safety, please contact your doctor or contact us for further information.

LOSHEN & CREM will honor the manufacturer’s warranty for all electrical items purchased from its website and will replace defective electrical appliances covered.

These guarantees apply ONLY to a device whose defect can be detected at the time of return and not damaged during use. You ABSOLUTELY need the original packaging to qualify.
To see the warranty applicable to your electrical appliance please contact us at : info@Loshen.ca

Defective electrical appliances, under warranty
If you experience problems with an item within its warranty period, please follow these steps:

1. Replacement request
2. Contact to us at info@Loshen.ca and include the following information and documents:

• your full name
• the date of your purchase
• your order number
• the name of the product
• the nature of the defect
• a picture of the product with its original packaging