FAQ's | Frequently Asked Questions

At this time, we ship within North America, specifically to Canada and the USA.

Fo those of you in Canada, enjoy complimentary standard shipping on orders of $149 + CAD and complimentary priority shipping on orders of $249 + CAD.

During our annual MistleGlow sale, promotional shipping thresholds may vary.

Depending on your location and selected shipping method, your skincare essentials will typically arrive within 1 to 4 business days.

Orders over $350 CAD or USD require a signature upon delivery to help ensure your order arrives securely.

Our cutoff for same-day shipping is 2 PM Edmonton time. Orders placed before the cutoff will be prepared for shipment the same business day whenever possible.

Shipping Rates and Delivery Times

All amounts are in Canadian dollars unless otherwise noted. Order thresholds are calculated after discounts, before taxes and shipping.

Standard Shipping — Estimated delivery: 3–7 business days*

Orders $149 and over: FREE

Orders $148.99 and under: $25

Priority Shipping — Estimated delivery: 1–2 business days*

Orders $249 and over: FREE

Orders $248.99 and under: $30

Processing: Orders placed before 2 p.m. Mountain Time, Monday through Friday, ship the same day, excluding holidays. Orders placed after the cutoff, on weekends, or on holidays ship the next business day.

Delivery estimates and remote destinations: Delivery estimates begin once your order has shipped. Remote destinations may require additional transit time.

Product exclusions — Canada: Heavy items, including candles and one-litre shampoos, and selected promotional items are eligible for Standard shipping only, even when your order meets the complimentary Priority-shipping threshold. Any applicable shipping charges will be displayed at checkout.

United States

Complimentary Priority shipping is available on orders of $350 USD or more. Orders below this threshold are subject to a $48.95 CAD shipping fee. Promotional shipping rates may apply during MistleGlow.

The following are excluded from our U.S. shipping zone: Alaska, Hawaii, Armed Forces Americas, Armed Forces Europe, and Armed Forces Pacific.

West Coast: 2–3 business days

Midwest: 2–3 business days

East Coast: 3–4 business days

Please note that additional processing time may apply, and deliveries to remote areas may take longer.

Shipping rates are subject to change without notice. Delivery times are estimates and cannot be guaranteed, as carrier delays may occur.

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, we are unable to change the delivery 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 800 points from your La Crem Rewards account. We appreciate your understanding.

We do our best to make your order goes out on the same day it was placed. We ship with Canada post, Purolator, GLS 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.

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!

No worries—these things happen, and we’re here to make it right. Please email us at info@loshen.ca with the following details:

• Your order number
• The name of the defective product
• A clear picture of the product, including the lot number (usually found under the bottle or jar)
• A short video showing the issue (e.g., a pump not working)

Once we receive all the information and approve the claim, we’ll send you a return label. After we receive the product back, we’ll either ship out a replacement or issue you a store credit—it’s your choice!

We’re here to ensure you have a seamless experience, even when things don’t go as planned. 💌

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 30 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 delivery.
• 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).

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
5238 Windermere Boulevard
Edmonton, AB. T6W 0L9

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.

Please follow our simple step by step guide below.

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

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 Devices : Electrical devices are final sale for change-of-mind returns — we're unable to offer returns, exchanges, or refunds if you simply change your mind. If a device arrives defective or develops a fault, please see our Warranties section below for manufacturer warranty support.

Seasonal Items: Seasonal and limited-edition items are final sale and cannot be returned, exchanged, or refunded.

Gift Cards: Gift cards are final sale and non-refundable.

Please note: Final sale means no 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.

Returns are not free. Please follow our return guide to ensure the process goes smoothly. If the item is in good condition when we receive it, a refund or store credit will be issued. If the item is damaged upon receipt, a store credit will be issued instead.

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

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.

Shipping is subject to product availability. In exceptional cases where certain items are no longer in stock, they may be removed from your order, and the remaining items will be shipped. Please refer to your shipment confirmation email to review the items shipped and the amount charged to your card.

Depending on the size and fulfillment location of your items, your order may arrive in multiple packages. If any products are temporarily out of stock, a customer service agent will contact you via email to inform you of any shipping delays. Orders containing both available and out-of-stock products may be shipped in multiple deliveries.