your satisfaction is important to us and we do our best to accommodate your needs. if for any reason you are unsatisfied with your purchase, please do not hesitate to contact us. we understand that you may have a unique circumstance.
shipping / pickups
all orders over $99 CAD will ship via canada post standard service at no charge, orders under $99 CAD shipping is billed at a flat rate of $14.99 CAD. orders placed within canada will take between 5-7 business days to arrive and in the united states 8-14 business days. expedited shipping is available within canada for a flat rate of $20. orders are shipped between monday – thursday each week.
shipping to all other countries outside of north america is charged at a flat rate of $35 cad and delivery times may vary.
please note that canada post is experiencing delays due to current global challenges. your order may take a little longer than usual to be delivered to you! we appreciate your patience and understanding.
tracking information is sent out with your order confirmation. please use the email to keep track of the most up-to-date transit times for your order.
returns and exchanges
you may return or exchange most new, unopened items within 15 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc).
if you need to return or exchange an item, please send an email to email@example.com or pop into a studio near you. our team will gladly assist you and walk you through the process. refunds will be processed back to the original form of payment or store credit.
the usual processing time for a refund will vary depending on each unique situation. simple refunds may take between 1-7 business days, but a longer time period may be required. this time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.
final sale items include soap bars and package-free products, as well as any products purchased at a discount during a promotion or sale.
order cancellations and order changes
if you need to make a change or cancel an order, you may do so within the first hour of placing your order. we cannot guarantee that the change will be accommodated or fulfilled. send an email to firstname.lastname@example.org with your request and order number as soon as possible, in the event that you need to make a change!
lost or damaged package
be sure to double, triple check your shipping address during the checkout process. contact email@example.com immediately if you believe you may have entered incorrect information. If the order has yet to ship, we will gladly correct the address, however if the order has already shipped then it is your responsibility to collect from the address you provided.
if your order is missing or arrives damaged, our team will help you in creating a service ticket with canada post, however we cannot guarantee that it will be resolved by them. the portia-ella team is not responsible for any situation that may arise during transit.