Shipping policy
Loshen & Crem Policies
Returns & Refunds
At Loshen & Crem, we understand that sometimes a product doesn’t quite meet your expectations, but we’re here to help!
- Returns: You have 30 days from delivery to return any unopened and unused products in perfect condition—pristine, just as they arrived.
- Refunds: Returns received within 30 days of purchase offer the choice of a refund or store credit (your pick, naturellement). After 30 days, store credit will be issued. Beyond 40 days, malheureusement, we won’t be able to process refunds or credits.
How to Return:
Simply email our customer care team. info@loshen.ca
Shipping Policy
Shipping Rates and Delivery Times
All amounts are in Canadian dollars unless otherwise noted. Order thresholds are calculated after discounts, before taxes and shipping.
| Shipping Option | Estimated Delivery Time | Cost |
|---|---|---|
| Standard Shipping | 3–7 business days* | Orders $149 +: FREE Orders $148.99 and under: $25 |
| Priority Shipping | 1–2 business days* | Orders $249 +: 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.
Shipping Address Details
Accurate shipping details are essential to ensure a smooth delivery. Please include all relevant information, such as buzzer codes, directional suffixes (North, South, etc.), or special instructions.
- Address Changes: Unfortunately, once your package leaves our warehouse, address updates cannot be processed.
- Carrier Fees: Corrections made after shipment will incur a $32 CAD fee or a deduction of 800 Radiance Rewards Points from your loyalty program balance.
Order Tracking
All shipments include tracking details, allowing you to follow your package every step of the way. Once your order has been dispatched, you will receive a tracking number via email.
Damaged or Lost Packages
- Damaged Packages: Should your order arrive damaged, please contact us at info@loshen.ca with details and photos. We’ll resolve the matter promptly.
- Lost or Stolen Packages: If your package is marked "delivered" but hasn’t arrived, please contact the carrier directly to file a claim.
Unclaimed Parcels
If a package is returned to us unclaimed, a refund will be issued minus a $29.95 CAD return shipping fee.
Free Samples
We believe in thoughtful surprises! Expect one sample per product in your order, hand-selected by our Skincare Specialists to complement your choices.
Loyalty Rewards: La CremPoints
Shop, earn, and indulge in rewards! With every purchase, you accumulate Radiance Rewards Points, which can be redeemed for future orders.
At Loshen & Crem, we aim to bring elegance and ease to your skincare journey. Have questions? We’re just an email away—your satisfaction is at the heart of everything we do.