Return & Refund Policy

Our standard return policy has been extended by 15 days. Return orders will be unprocessed for four days once received at Head Office, however, this will not affect the Return Policy.

LOCAL PICKUPS AT HEAD OFFICE:

Local Pickups inside the building are suspended until further notice. The following alternatives are being offered, 1) No contact pickups outside the building, 2) Re-routing for shipment via Canada Post. No contact pickups: Customers/stylists can call ahead with their order numbers at least 30 minutes before they arrive. Their packages will be assembled. When the customer / stylist arrives. Once parked they should stay in their car and call 519-503-6587 to inform us of their arrival. A rep will drop their packages in the designated pickup spot, just outside the front door. Once the drop off has been completed and the rep has gone back inside, the customer can exit their car and collect their orders.

Re-route:

Convert orders from local pickup to Canada post delivery, standard rates apply. Requests can be made via zoeaubreenaturals@gmail.com or by calling 519-503-6587 LOCAL RETURNS DROP OFFS: Similar to local pickups, local drop off returns can be left in the designated drop off spot, just outside the front door. Customers can choose to mail their returns back to head office or use the local returns drop off option. As an additional note, return orders will be unprocessed for four days once received at head office, however this will not affect the return policy.

CUSTOMER RETURN POLICY:

Regular Price, Preorder and Presale Items 15 days from ship date for a full refund or 30 days from ship date for a store credit*. Sale Items (Not including Presale or Last Chance Items) 15 days from ship date for a store credit*. Last Chance / Black Friday / Boxing Day Sale Items / Online Warehouse Sale Items / Gift Cards / Stylist Kits Sorry guys, these are final sale! *Original shipping charges are non-refundable. EXCHANGES: We cannot offer exchanges at this time. All returns must be processed as a refund or store credit. RETURN AT YOUR OWN COST: You can return your items to the following address. Returns will be made at your own cost. Step 1: Re-pack the items in a secure, waterproof package. Step 2: Complete the return form that arrived with your original order. Indicate which item(s) you will be returning, the reason code for each and if you would prefer a refund or store credit*. Step 3: Seal the items and the return form inside the package, and return to the following Canadian address at your own cost: Zoë Aubree Naturals Returns Order #: 120 Argyle Ave North Listowel, Ontario Returns item(s) must be unopened and with all the original packaging still attached. The return form must accompany the product(s) in the return package with instructions on whether you would like a refund or credit. *All returns must comply with the current return policies listed above. Original shipping charges are non-refundable. Zoë Aubree Naturals does not accept COD shipments and if you choose to return a shipment the return will be made at your own cost. Please allow 2-3 weeks from the return shipping date for your account to be refunded / credited. Please note that your banking institution may require additional time to process a refund once they have received the information from us. A refund may not show up on your credit card statement until your card's next monthly billing cycle.

WHAT IF YOU SENT ME A FAULTY ITEM?

We are so sorry! We process lots of orders every day, and although we have high quality control standards, the odd item can slip through. It's our fault so don't stress, all you need to do is email us at zoeaubreenaturals@gmail.com when you receive your package, and we will make everything better or at least try our hardest.