Shipping & Returns Policy
Shipping
The Zen collection Candle Box ships on or around the 26th of each month (except during really busy/holiday seasons and we will notify you of any shipping delays). Delivery may take up to 5-10 business days within Ontario, and 15-20 business days for other provinces. One-time orders ship within 1-3 business days.
Returns
Returns are only accepted for items that arrive damaged. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please notify us within 7 days of receipt to receive a replacement for a damaged item.
Please save the item(s), all packaging & email a photo of the damaged item and packaging to us at hello@ecoluxuryspa.com.
To start a return, you can contact us at hello@ecoluxuryspa.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at hello@ecoluxuryspa.com.
Damages and Issues
Oh no! Inevitably this will occur. We are unable to guarantee everyone who handles our boxes from us to you will be as careful as we were in putting it together.
But alas, we have a solution! Just email us at hello@ecoluxuryspa.com and we will be happy to replace any damaged items.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products and jewelry). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.