Shipping + Returns
Canadian Provinces & Contiguous United States
|$70 and over*||Free|
|under $70||$8 flat rate|
Canadian Provinces & Contiguous United States
|$500 and over*||Free|
|under $500||$12 flat rate|
|Kitchener Headquarters in-store/curbside pick-up||Free|
*Please note that the purchase of electronic gift cards does not count towards the Free Shipping total.
You will receive an email confirming your order with us. As soon as your order has been shipped you will receive an email with your tracking number. If, for some reason, you do not receive this email, you can log into your account and check the status of your order.
If you have chosen local pickup you will be notified via email when your order has been prepared and is ready for pickup.
If your package arrives and there are broken/damaged products, please take a photo of how the parcel arrived and the broken/damaged items. Please take extreme caution when handling any broken glass. Once you have the photos we ask that you send them to firstname.lastname@example.org for directions on the next steps or replacement.
For any missing items please contact us when your order arrives at email@example.com for further instructions.
We do our best to get orders out within 2-3 business days of receipt. Shipping times vary according to the final destination. Please note that deliveries may be delayed due to COVID-19.
|Estimated Shipping Time||2-6 business days||5-9 business days|
Most Canadian orders are shipped via UPS or Canada Post. If the delivery agent is unable to deliver your package according to their normal delivery procedures, they will make a reasonable effort to leave your order at the location you have designated. In case of security, weather or access concerns, the agent will leave your package at another nearby location or at the nearest post office. In this latter case, you will receive a delivery notice card with pickup instructions. Please ensure you pick up your order within 15 days of receiving a delivery card notice; otherwise, UPS will return your package to us. If, for some reason, your package is returned to us, we will happily resend your order for a small shipping fee of $8.
Expedited shipping to Canadian destinations and all U.S. orders are shipped via UPS (regular, signature and expedited shipments).
Please note that if a P.O. Box address is provided, the recipient’s telephone number must be included on the label. All P.O Boxes will be shipped via Canada Post.
Orders being shipped to the US may be subject to a customs inspection and fees. In the event that customs fees, brokerage fees and/or taxes are applied to your order, these are the responsibility of the purchaser. We do not pay for duties and/or taxes, nor can we control delays due to customs and import laws. A shipping refund will not be given if your package is delayed beyond our control.
We currently do not ship our products outside of North America.
We cannot modify or cancel an order once it has been processed and shipped. This is because shipping is done by UPS and we do not have the ability to intercept orders after they have been shipped out.
- Within 30 days of purchase, you may return all unopened items for a full refund.*
- Within 30 days of purchase, you may exchange all gently-used opened items for a refund.
- After 30+ days of purchase, all items are final sale and cannot be returned
- All accessories are final sale.
Our goal is to help you find products that you and your skin will love! If you have any questions or concerns, please contact our Customer Service Specialist team at firstname.lastname@example.org.
To initiate a return, please email us at email@example.com prior to mailing any products; otherwise, we will not be able to offer a reimbursement or store credit for any products shipped to us. In your email, please include the following information:
- Your order number
- The item you would like to return
- The reason for the return
- Please note that once your items have been received and processed at Cocoon Apothecary, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our Customer Service team, we will then initiate a refund to your original payment method or provide you with a store credit via email.
Cocoon Apothecary will not refund the cost of shipping fees on your original order. The customer is responsible for all fees related to the return. Cocoon Apothecary will not pay duties, brokerage fees or taxes on return shipments. In addition, all returns must be sent with a tracking number. Before returning an order, please email firstname.lastname@example.org for further instructions.
We will not accept returns or exchanges for Persephone 100% Botanical Eau de Parfum
All accessories are final sale.
Once your items have been received at Cocoon Apothecary and processed, you will receive an email notification letting you know your refund has been processed.
Please allow up to 7 business days for the return to be processed by your financial institution.
If we perceive an order to be fraudulent, we will place the order on hold. We will then email and/or call the customer using the contact information provided at checkout to confirm the order. If we do not hear back within 2 business days, we will cancel the order.
Any additional questions? Contact email@example.com