Shipping policy
Loshen & Crem Policies
Returns & Refunds
At Loshen & Crem, we understand that sometimes a product doesn’t quite meet your expectations, but we’re here to help!
- Returns: You have 30 days from delivery to return any unopened and unused products in perfect condition—pristine, just as they arrived.
- Refunds: Returns received within 30 days of purchase offer the choice of a refund or store credit (your pick, naturellement). After 30 days, store credit will be issued. Beyond 40 days, malheureusement, we won’t be able to process refunds or credits.
How to Return:
Simply email our customer care team. info@loshen.ca
Shipping Policy
At Loshen & Crem, we prioritize delivering your carefully chosen skincare essentials with precision and care. From Canada to the United States, we ensure your orders arrive with the same attention to detail that defines our brand.
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Free Shipping:
- Canada: Complimentary EXPRESS shipping on orders over $199 CAD (after discounts and before taxes).
- United States: Complimentary EXPRESS shipping on orders over $250 USD. We are temporarily pausing USD payments at the moment. Apologies for the inconvenience, and thank you for your understanding.
- During our annual sales, enjoy free EXPEDITED shipping for orders over $250 CAD (or $350 USD).
- For orders under the free shipping threshold, a flat rate applies: $27.95 CAD within Canada and $40.95 USD to the U.S.
P.S. If you have questions about P.O. Box deliveries during exceptional circumstances, such as postal strikes, reach out to us—we’re happy to assist.
Processing Time:
We aim to dispatch orders within 2 business days. During peak sales or when payment verification is required, processing may take slightly longer.
Shipping Rates & Delivery Times
Estimated Delivery Times:
- British Columbia & Alberta: 1–2 business days
- Manitoba & Saskatchewan: 1–2 business days
- Quebec & Ontario: 1–2 business days
- Atlantic Provinces: 1–3 business days
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United States: Delivery times vary by region:
- Zone 1: Eastern States – 3–4 business days
- Zone 2: Central States – 4–5 business days
- Zone 3: Western States – 5 business days
Remote areas may experience longer delivery times.
Shipping Address Details
Accurate shipping details are essential to ensure a smooth delivery. Please include all relevant information, such as buzzer codes, directional suffixes (North, South, etc.), or special instructions.
- Address Changes: Unfortunately, once your package leaves our warehouse, address updates cannot be processed.
- Carrier Fees: Corrections made after shipment will incur a $32 CAD fee or a deduction of 800 Radiance Rewards Points from your loyalty program balance.
Order Tracking
All shipments include tracking details, allowing you to follow your package every step of the way. Once your order has been dispatched, you will receive a tracking number via email.
Damaged or Lost Packages
- Damaged Packages: Should your order arrive damaged, please contact us at info@loshen.ca with details and photos. We’ll resolve the matter promptly.
- Lost or Stolen Packages: If your package is marked "delivered" but hasn’t arrived, please contact the carrier directly to file a claim.
Unclaimed Parcels
If a package is returned to us unclaimed, a refund will be issued minus a $25.95 CAD return shipping fee.
Free Samples
We believe in thoughtful surprises! Expect one sample per product in your order, hand-selected by our Skincare Specialists to complement your choices.
Loyalty Rewards: La CremPoints
Shop, earn, and indulge in rewards! With every purchase, you accumulate Radiance Rewards Points, which can be redeemed for future orders.
At Loshen & Crem, we aim to bring elegance and ease to your skincare journey. Have questions? We’re just an email away—your satisfaction is at the heart of everything we do.