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Customer Services

Customer service

 

Good day ! Here you will find clear answers to the most frequently asked questions.

 

We are an online store only. We have operated from Victoriaville, Quebec, Canada since 2011. We do not have a physical location.

 

In order to reach out to us, you can simply:

 

E-mail :

 

Send us a detailed message at [email protected] and we will do our best to respond in a timely manner within 24-48 business hours. We are open from Monday to Friday.

 

Phone Number :

 

We no longer offer service over the phone nor take orders and payments over the phone. Our online store allows you to make purchases 24/7, and all in a secure way. If you need personalized advice, write us a detailed message at [email protected] and a qualified advisor will answer all your questions and take the time to do the necessary research in order to answer you properly.

 

1 PAYMENT

 

1.1 Credit cards and PayPal

 

We offer payment via credit card or PayPal.

 

1.2 Why is my payment not working?

 

First thing to do: contact your credit card issuer. 99.9% of the time, the problem is associated to your banking services provider. There are multiple reasons why your payment may not go through, and we do not have the visibility on the back end of your online banking portal.

 

Here are the most common reasons:

 

- You have reached the allocated limit on your credit card.

- Your credit card issuer has blocked your card in order to do a security check. (In very rare cases)

- You made a mistake when entering your credit card numbers.

 

1.3 I want to pay with my PayPal account, but it doesn't work!

 

Here are some possible reasons:

 

- Make sure you haven't changed your mailing address and forgotten to make the changes in your PayPal account.

- Is the credit card registered in your PayPal account expired?

- Do you have a new credit card?

 

If all your information is up to date in your PayPal account and it still isn't working, contact PayPal. In the meantime, you can choose to make your payment by Stripe, the other secure credit card payment solution we offer and which does not require you to open an account with them.

 

 

2 DELIVERY

 

2.1 What are the delivery costs?

 

Kamelya Aromacosmétique ships through Canada Post. This service allows us to guarantee a reliable and efficient delivery solution.

 

Delivery in Canada

 

- Order of $99 or more before taxes: free shipping

- Shipping costs are $9.95 for orders under $99 before taxes.

 

International delivery

 

- Shipping costs are $15 CAD

 

 

2.2 How do I track my order?

 

As soon as your package is ready to be shipped, you will receive a delivery confirmation by email from Canada Post including a tracking number.

 

 

2.3 What is the delivery time?

 

Delivery usually takes 3-10 business days depending on where you live.

 

 

3 ORDERS

 

3.1 What should I do if I have received the wrong product?

 

Our goal is to make your shopping experience on kamelya.ca as pleasant as possible! But you have to admit, sometimes mistakes can happen. Don't worry, we're here to help.

 

1 - Send us a photo of the product you received in error.

2 - Write to us at [email protected] including the photo of the product received in error as an attached file.

 

 

3.2 Can I make a change or cancel my order?

 

No, once payment has cleared you cannot cancel your order or make a change. Be sure to check the products and the number of products added to your order before confirming it and going through with the final purchase.