Shipping & Returns

Where do you ship?

Orders can be shipped anywhere in Canada and are sent via Canada Post. US and international shipping is not available at this time. In the case of certain remote locations, I reserve the right to restrict delivery.

How much does shipping cost?

Shipping is free for orders of $150 or more before tax.

For orders under $150, shipping is calculated at checkout. Orders weighing less than 2KG are charged a shipping fee of $14.90, and orders over 2KG are charged a shipping fee of $21.90.

How long will it take for my order to arrive?

Orders will be shipped in 1-2 business days from the time I receive your order. Orders placed over the weekend or on statutory holidays will be processed the following business day.

Orders are shipped via Canada Post. Delivery times may vary but typically arrive 4-10 business days after packages are shipped. This is an estimate and not a guarantee.

Can I pick up the skincare I want at the time of my treatment? 

Yes! Please include the products you would like in your booking request, and it will be ready for you to pick up at your appointment. You can also send an email to g.delacosta@gwenskinlab.com. Advance notice is required as the lab does not carry skincare inventory at all times.

Do you have a permanent location I can pick up from?

GWEN Skin Lab does not have a permanent location at this time; as such there is no ‘Pick Up’ option when placing an order online. You can only pick up products in person if you have booked a treatment with me.

What if some of the products in my order become unavailable or run out of stock?

If the product you ordered has just become unavailable or is temporarily not available, I will send you a message to confirm whether you would like to either cancel your order and receive a refund, or keep your order confirmation and wait until the item is restocked.

What is your returns and exchanges policy?

If you are unhappy with a product, please notify me at g.delacosta@gwenskinlab.com within 5 days of receiving your shipment so I can respond to your concern.

In the rare event that you have an unfavourable reaction to a product, I’ll be happy to suggest another product or offer a refund. All other refund requests will be individually considered on a case-by-case basis. I am not able to offer exchanges at this time.

Shipping costs unfortunately cannot be reimbursed. Returns can be accepted either at the time of a scheduled treatment or via mail, and you will be responsible for the cost of return shipping.

What if a product I ordered is damaged or missing?

Please retain your confirmation email to check that all your items are included at the time of delivery.

If your package appears to be damaged or if you believe an item to be missing, contact me at g.delacosta@gwenskinlab.com with your order number within 3 days of accepting your shipment. In the case of damage, keep the item and its packaging in case they are required for assessment by Canada Post.

For all other inquiries regarding orders, please contact me at g.delacosta@gwenskinlab.com.