Hello and welcome to Kamelya Aromacosmétique!

Kamelya Aromacosmétique has been established in Victoriaville, Quebec (Canada) since 2011. The company operates entirely online via www.kamelya.ca. While we do not have a physical store, our team is available Monday to Friday to answer your questions by email: [email protected].

Shipping in Canada — Fast, Reliable, and Tracked

1) What are the shipping costs?

Shipping to Canada only. We use the services of Canada Post or the Ogalo shipping platform to deliver your package quickly and safely. Shipping is free for orders of $99 or more (before taxes). A flat rate of $9.95 applies to orders under $99 (before taxes).

2) What is the delivery time?

Typical delivery times are 2 to 10 business days, depending on your region in Canada. As soon as your package is ready for shipment, you will receive an email confirmation including your tracking number.

3) Picking up your package in Victoriaville (Free)

You can pick up your order free of charge at our drop-off point: 854 Boulevard des Bois-Francs Sud, Victoriaville (Mon Petit Singe boutique). Simply select the "Cueillette à Victoriaville" option at checkout.

4) How do I track my order?

When your package is handed over to the carrier, you will receive an email containing your tracking number and a link to view the delivery progress in real-time, whether through Canada Post or the Ogalo platform.

5) How can I ensure my package is delivered securely?

If you do not have a safe place or shelter from the weather for the carrier to drop off your package, please select the delivery option with **Card for Pickup** (Postes Canada) when finalizing your order. This ensures the package is held at the post office if you are absent, thus avoiding the risk of theft or damage.

6) What should I do if my package is marked as delivered, but I haven't received it?

It sometimes happens that a package is left in a discreet location (porch, shed, balcony) or a neighbour may have picked it up for safekeeping. If, after checking, you cannot find it, contact the carrier directly using the tracking number.

If the investigation concludes the package is lost, we will work with the carrier to arrange a replacement or refund, depending on the outcome of their report.

7) What should I do if I didn't receive the correct product in my order?

If you notice an error in your order (missing product, damage, or wrong item received), please email us at [email protected] within 48 hours of receiving the package.

Please include the following in your message:

• A clear photo of the package and the products received (with visible labels).
• The order number indicated in your confirmation email.

This will allow us to quickly review the situation with our team and, if necessary, proceed with a replacement or adjustment.

8) Can I modify my order after placing it?

We process orders very quickly to ensure prompt shipment. For this reason, order cancellation is not possible.

Payments

1) What payment methods are accepted?

We accept major credit cards (Visa, Mastercard, Amex) and PayPal for secure and simple transactions. We do not accept Visa Debit or Interac at this time.

2) Is my payment information secure?

Absolutely. All transactions are processed by secure payment platforms (Stripe and PayPal) that use encryption to protect your data. Kamelya Aromacosmétique does not store any credit card information.

Product Information

1) What is the shelf life of your products?

We recommend using our products within 6 months of opening to ensure optimal effectiveness and freshness. Please store them in a cool, dry place, away from direct light.

2) Are your products tested on animals, or are they vegan?

Our products are under no circumstances tested on animals. Furthermore, all Kamelya Aromacosmétique products are entirely vegan.

3) Where can I find information on ingredients and usage?

Each product page on our site details ingredients, usage, and benefits.

Returns and Exchanges

1) What is your return and exchange policy?

Given the nature of cosmetic products and for hygiene and quality reasons, we do not accept returns or exchanges. The only exception concerns an error on our part (wrong item received). In this case, please follow the procedure detailed in point 7 of the Shipping section.

Need help? Send a detailed message to [email protected]. A response is guaranteed within 48 business hours.