DELIVERY
Agility
Each of the products sold on our CHANV online store is shipped from our headquarters in Saint-Cyrille-de-Wendover, in the Center-du-Québec region. It's no coincidence that we chose this location! It allows us to offer you efficient and fast delivery throughout the province, no matter what the situation!
Speed
During the holiday season, we are all very busy, and this is especially true for our shipping partners. Delivery times may be longer than usual during these periods.
Trust
Be assured that once your package is in good hands with Canada Post, we will send you your tracking number by email. Ordering from our store guarantees you natural, high-quality products made here, as well as fast delivery (1 to 5 business days).
Useful Information
- The cost of standard delivery is $11.99 for orders under $50.
- To get updates on your shipment, check your confirmation order email for tracking details. If needed, you can directly track it with the carrier.
- If you haven't received your confirmation email, don't forget to check your spam folder. Your confirmation email might be there!
- Pre-orders are shipped once all the items in your cart are back in stock (no partial shipments).
- We do not offer refunds for shipping delays, incorrect addresses provided, or packages marked as delivered but not received.
- We charge a $11.99 re-shipping fee for addresses incorrectly provided at checkout.
RETURN
We are sorry to hear that one of your CHANV purchases is not suitable for you. Before starting any process, please read our conditions below.
Note
If your product was purchased on our online store, please read the conditions below.
If your product was purchased from one of our partners, please refer to the exchange and refund policies of that particular store.
PRODUCT EXCHANGE
We do not accept any product exchanges unless the product sent is defective or if we have sent a different product from the one you ordered.
My product was damaged during transport. What should I do?
In the case of damage caused by transport, you will need to make a claim. To do so, we invite you to share one or more pictures including the damaged product(s) and your received package. We can then report the problem to the shipping department and find a solution.
To make your claim, please send us an email with the photos, a brief summary of the details, as well as your order number directly to our email address: support@chanv.com.
I started using my product and there is a breakage in the cap, dropper, or accessories.From the date indicated in the order confirmation email, you have 14 days to use your product. If within this time frame, you notice a breakage in the cap, lid, dropper, pump, or accessory, Chanv will be happy to send you a replacement accessory by mail. If you exceed the 14-days period, unfortunately, no replacement accessory will be sent to you.
To make your request, please send us an email with the photos, a brief summary of the details, as well as your order number directly to our email address: support@chanv.com.
Can I cancel or modify my order after making the payment?
Unfortunately, it is not possible to cancel or modify the order once it has been processed.
What should I do if I do not receive the correct product?
We are really sorry for this mistake and we will send you the desired product as quickly as possible. Of course, you will not have to return the incorrect product (perhaps an opportunity to try it too?).
To make your claim, please send us an email with a brief summary of the situation, a picture of the incorrect product as well as its batch number and your order number so that we can adjust our inventory. Please contact us at: support@chanv.com.
Is it possible to get a refund?
Due to the nature of the products offered, we do not offer refunds for our products. All products sold are final sales.
Except in the following circumstances:
In case of a skin/allergic reaction
We are committed to offering safe products that best adapt to and respect all skin types as much as possible. We are sincerely sorry to learn that one of our products has caused a skin/allergic reaction. Taking care of people is our greatest mission, which is why we will take care of you quickly.
To make your claim, please send us an email with the photos, a brief summary of the details, as well as your order number directly to our email address: support@chanv.com.
My order is delivered and yet I have not received anything. What should I do?
We will be happy to help you and quickly clarify the situation with you. The first step will be to check your email inbox, the spam folder. You may find the information you are looking for in there, which unfortunately can sometimes end up in this folder. If this is not the case, please contact our customer service within 14 days of the date indicated in the order confirmation email.
To make your claim, please send us an email with a summary of the situation, as well as your order number directly to our email address: support@chanv.com.
The company reserves the right to refuse an exchange or credit after receiving products that do not meet the conditions mentioned above.
NEED A HELPING HAND?
We will be happy to assist you if you have any questions related to the return process. You can quickly reach us using our chat feature or by writing to the following address:
- Use the chat feature on our website
- Write to the following address: support@chanv.com
Please note that customer service is available from Monday to Friday from 8:00 to 16:30.
If your message is sent outside of business hours or on holidays, we will respond to you as soon as possible upon our return.
If you have not received a response within 2 to 3 business days following your request, please do not hesitate to call us at:
- Dial toll-free number: +1 833-242-6873 extension 120