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.

order processing 

  • We do our best to process all orders within 1-3 business days. Orders placed on weekends or holidays will begin processing on the following business day. Be advised, processing time does not include transit time.  Tracking numbers are automatically emailed to the email address provided in your order, once the order has shipped.  
  • Upon receiving your order, please verify that the correct items have been received in good condition. Any order errors/damage must be reported within 7 days of placing your order, as specified in the Incorrect/Damaged/Defective item outline below.

order cancellation

  • Orders may be cancelled from the time of order placement, until the order has been shipped. Any cancellation requests outside of this timeframe will not be accepted.

available payment methods

  • Online payments may be made through Paypal, express checkout like Apple Pay, or with credit or debit card
  • Secure online payment with Visa, or Mastercard
  • Logging in with Shop limits you to payment options offered by Shop, while logging in with your email will allow you to access additional payment methods offered

shipping methods

Canada 

  • Standard shipping rate of $14.99 for orders under $75 CAD
  • FREE SHIPPING is available for orders over $75 CAD
  • Canadian parcels are primarily shipped via Canada Post. UPS or Purolator may be used in select circumstances.

USA

  • Standard shipping rate of $12.00 USD for orders under $75 USD
  • FREE SHIPPING for orders over $75 USD
  • Parcels are shipped via Canada Post, with final delivery through USPS

  • note: Due to regulatory changes effective August 29, 2025, our site settings have been updated to include all applicable duties, tariffs, and fees in the prices shown at checkout. Customers will not incur additional charges upon delivery.

International 

  • Flat shipping rate of $35

Note: All of our shipping quotes DO NOT include customs, duties and taxes. Any such extra costs charged by your country will be your responsibility. We advise contacting your local customs office to determine the associated costs. 

Please note that couriers experience delays due to global challenges, weather conditions, and other factors outside of our control. 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!

lost or unclaimed parcels / incorrect address

It is the customer’s responsibility to provide complete and correct address details at the time of order placement. Shipping charges associated with a returned parcel due to an incorrect address are non-refundable. If the customer chooses to have the order reshipped, they will be responsible for the full cost of reshipping.

If a package is marked as successfully delivered — whether to the customer’s home, a community mailbox, a post office, or a courier pick-up/drop-off location — but is not retrieved and is returned to sender, the original shipping cost is non-refundable, and the order is ineligible for refund.

We kindly remind customers to monitor their tracking information to ensure timely pick-up and successful delivery.

missing parcels

Packages that are marked as delivered by the carrier but have not been received by the customer, must be reported within 30 days of your order placement. Outside of this timeframe, we are unable to submit a claim or open an investigation with the carrier, and cannot reship the order or provide the customer with a refund.

return policy 

orders eligible for return or refund

Change of Mind If you change your mind on an unopened item purchased, we invite you to initiate a return within 14 days of the original purchase date, following the steps outlined below.

allergic reactions, defective product 

Allergic Reactions: Even though our products are made with natural and organic ingredients, it is still possible to be sensitive to these plant and mineral based ingredients.  For this reason, we highly suggest requesting a free sample of the product you are purchasing to ensure the product is a good fit for you. You can try the sample first before opening the full size.

Incorrect, Defective or Damaged Items: Items received incorrectly, damaged, or defective, must be reported within 3 business days of receiving your order, and are eligible for replacement, or full refund, adhering to the outline above. Please email photos of your damaged product to our customer care team at: hello@portia-ella.ca. We will not be held responsible for products reported as damaged or defective outside of this timeframe.

Products damaged with daily use, including pressed powder products which can break when dropped, unfortunately do not qualify for a refund.  Our lipsticks are also different than traditional formulas in that they do not contain silicone, therefore they may be less structurally sound. Care must be taken not to twist the bullet up too high when applying, as horizontal pressure can cause it to crack at the base.  In the event this does happen, we suggest melting the bullet with a small flame (lighter) to adhere it back to the base. 

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 hello@portia-ella.ca, 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 hello@portia-ella.ca. 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.