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 $109 CAD will ship at no charge, orders under $109 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. express 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.
orders are shipped out within 1-2 business days from the date of purchase, but once the parcel is in the hands of the courrier, some delays may occur. please note that courriers are experiencing delays due to current global challenges, weather conditions, and other factors outside of our control, so your order may take a little longer than usual to be delivered to you! we appreciate your patience and understanding. please reach out to us if you haven't received your order 10 business days after dispatch, and we can open a service ticket to locate your parcel!
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 at your own expense. in cases where you received a defective or incorrect item, we will send you a prepaid shipping label to return the item to us.
final sale items include soap bars and package-free products, as well as any products purchased at a discount during a promotion or sale.
if you have any allergies or suffer with any conditions that affect your skin, we have a program to make finding the right products easy and safe for you. please contact us on our website, by email at email@example.com, or send us a note with your order and we'll be happy to customize your order by adding samples of the products you're purchasing so that you can test the product before opening the full bottle.
if you need to return or exchange an item, please send an email to firstname.lastname@example.org 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.
order cancellations and order changes
if you need to make a change or cancel an order, you may do so within the first hour after placing it. our amazing team is always quick and on top of packing orders (it makes us do a little happy dance!), so we cannot guarantee that the change will be accommodated or fulfilled if submitted over an hour after the order was submitted. send an email to email@example.com 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 firstname.lastname@example.org immediately if you believe you may have entered incorrect information. If the order has yet to be shipped, 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 lost or significantly delayed, our team will create a service ticket with the courier, however we cannot guarantee that it will be resolved by them. please allow for at least 5 business days to get an update on your order as the timeline is dependent on the courier. the portia-ella team is not responsible for any situation that may arise during transit.
if your order arrives damaged, please send us photos of your order by email to and we will investigate further.