We cannot accept products for an exchange/refund that have been opened from their original packaging due to sanitary purposes. Any products that have been tampered with will not be eligible for an exchange or refund. We cannot accept returns/exchange products after 30 days of purchase date.
My products arrived damaged, what do I do?
At Checkout, we highly suggest selecting Route Package Protection. If you selected & paid for it, please complete a claim through their website here if your order is lost, stolen, or arrives damaged.
Unfortunately, we are not responsible for in-transit damage. We ensure your products are in perfect condition prior to sending them out. Once your order leaves Jean-Luc Cosmetics, it is the responsibility of the shipping provider. If your product arrives damaged, please submit a damage claim through Canada Post/USPS (depending where you are located). Once your damage claim has been submitted, please follow all further instructions provided.
Can I get a refund?
Refunds will only be provided within 30 days of order date. If you'd like to request a refund, your products must be unopened, unused, and in their original packaging. Please e-mail us at firstname.lastname@example.org to set up a refund. You must send your unopened products back to Jean-Luc Cosmetics (postage paid by the customer), and once received, your refund will be processed. Tracking information MUST be provided to ensure we receive your products. Once received, please allow up to 5 business days for your refund to be processed. Please note: all bundles and sale items are final sale and cannot be exchanged or returned.
Can I exchange my products?
All exchanges must be done within 30 days of purchase. If you'd like to set up an exchange, your products must be unopened, unused, and in their original packaging. Please e-mail us at email@example.com to set up an exchange. You must send your unopened products back to Jean-Luc Cosmetics (postage paid by customer), and once received, we will exchange them for you. Tracking information MUST be provided to ensure we receive your products. When exchanging your products, you will receive new tracking information, and postage will be paid by Jean-Luc Cosmetics. It is the customer's responsibility to track and ensure they receive their exchanged products. Please note: all bundles and sale items are final sale and cannot be exchanged or returned.
-Shipping fees will not be refunded to customer.
-We reserve the right to refuse an exchange/refund if it does not abide by our policies listed. Please allow at least 4 business days after we've received your damaged products for your refund to be processed.
Once your order is placed, we cannot change, cancel, or adjust it. ALL SALES ARE FINAL.
We ship worldwide! For all orders- shipping is calculated at checkout by location and weight. CAN + US orders valued at $75 CAD+ will receive free standard shipping. For all other orders worldwide, shipping will be calculated at checkout by location and weight.
We STRONGLY recommend completing your purchase with Route Package Protection in your cart (this is automatically added, but can be removed). This will ensure that if your order is lost, stolen, or damaged, it will be replaced free of charge.
Once your order has been placed, please allow 2-4 business days for processing and handling. Orders are processed Monday-Friday, with the exception of all statutory holidays in Canada. For orders within Canada, please allow up to 5 additional business days for shipping. For USA orders, please allow up to 7 additional business days for shipping. For international orders, please allow up to 10 or more additional business days for shipping (unless otherwise specified by shipping selection at checkout). We do our very best to get your orders to you as quickly as possible, but many aspects of shipping are out of our control. If you have any questions regarding your order's status, please use the tracking code provided to you by e-mail once your order has been processed, or e-mail us at firstname.lastname@example.org with your name + order number.
Please note that due to COVID-19, we are unable to guarantee shipping timeframes. We do not provide refunds due to shipping delays.