Shipping policy

During the months of November and December, please allow for extra delivery time, as couriers are often handling a high volume of parcels during the holiday season. There may also be delayed or missed scans of a parcel from time to time. Clionadh Cosmetics highly recommend keeping an eye on the tracking number by turning on text message and/or email notifications where possible. This is the fastest way to receive updates when a parcel moves along the route.

Processing Time
Processing times for orders will depend on the time of year and volume of sale. These are categorized into three different processing timeframes: standard, high volume, and preorder.

Standard processing time is for orders that do not contain any preordered items and are not placed during a high volume period such as a sale or launch. Processing for this period takes approximately 1-5 business days. This does not include weekends or holidays.

For frequent order updates, please see our Shop Updates page.

High volume processing time is for orders that are placed during a period where there is a higher than normal volume due to a sale or launch. Processing for this period can range between 1-20 business days while Clionadh Cosmetics works to dispatch all orders. This does not include weekends or holidays.

For frequent order updates, please see our Shop Updates page.

Preorder processing time is for orders that contain items that have a preorder status. This is where items need to made or received prior to being shipped and are not ready at the time of purchase, which results in a longer lead time. Preorders are usually categorized by the month they will be shipping in, which is selected while adding products to the cart.

Please note, if an order contains both preorder and non-preorder items, this makes the entire order a preorder. Everything will ship together when the preorder items are completed.

Shipping labels are pre-printed, which sends out a shipping email with a tracking number. From there, orders get fulfilled, boxed and await courier pick-up (which may not be daily depending on the chosen service). This process will take a few business days from the time the shipping email is received. Tracking numbers update once packages are in the courier's hands and have been scanned. For those shipping with Chit Chats, tracking numbers will update once across the US/Canada border and in the hands of USPS, not Chit Chats. For information regarding Chit Chats tracking, please contact our Customer Care Team.

For frequent order updates, please see our Shop Updates page.

Shipping Terms and Conditions
In order to fully protect packages in transit, the customer is encouraged to purchase insurance through Route, Clionadh Cosmetics' shipping insurance partner. Route can assist with any lost, stolen, or damaged parcel issues. Shipping insurance with Route will insure all products within an order.

Upon receiving your order, please inspect the full contents to ensure there is no damage or any packaging errors.

With Route Insurance
Damaged
If an order arrives damaged, the customer has up to 14 days after the package has been marked as delivered to contact Route with photos of the damage. Route does not cover superficial damage, manufacturing damage, or packaging errors.

Missing
If your order is missing an item or you received an incorrect product, please contact Clionadh Cosmetics directly within 5 business days of receiving the package.

Lost
If an order is presumed to be lost, the customer has a certain number of days after the last tracking update to contact Route. For domestic orders (within Canada), the customer can open a claim between 7 and 30 days from the last tracking update. For international orders (outside of Canada), the customer has between 20 and 30 days from the last tracking update.

Stolen
If an order is presumed to be stolen, the customer has between 5 and 14 days after the package has been marked delivered to file a claim and contact Route.

Without Route Insurance
Standard and expedited tracked parcels that are shipped through Canada Post from the point of origin come with up to $100 CAD in insurance. DHL Express shipments do not come with insurance.

Clionadh Cosmetics is not responsible for any standard or expedited tracked packages without Route shipping insurance with a value of over $100 CAD that have been lost, stolen or damaged during transit. Clionadh Cosmetics is also not responsible for returned packages due to an incorrect shipping address or any other postal service issue.

To add full insurance to any orders over a value of $100 CAD destined to countries where Route is unavailable, such as Hong Kong, Russia, or Ukraine, please contact our team.

Damaged/Missing
If an order arrives damaged, the customer has up to 5 business days after the package has been marked as delivered to contact Clionadh Cosmetics with clear photos of the damage and the order number. In the case of missing items, please send a clear picture of the invoice along with a photo of the items received, within 5 business days of receipt.

Lost
If an order is presumed to be lost in transit, the customer has between 10 and 30 business days after the last tracking update to contact Clionadh Cosmetics.

Stolen
If an order is presumed to be stolen, the customer has between 5 and 10 business days after the package has been marked as delivered to contact Clionadh Cosmetics.

Clionadh Cosmetics may issue a replacement, refund or partial refund at their discretion upon investigating the issue.

For any order that is returned to the workshop due to extenuating circumstances, please reach out to Clionadh Cosmetics as soon as possible. If a reshipment is accepted, the customer is responsible for any additional reshipment costs. If a refund is accepted, the shipping cost, Route Package Protection fee (if applicable), and a restocking fee of 5% of the order subtotal price will be deducted. In instances where Clionadh Cosmetics does not receive a response from the buyer, the package will subsequently be discarded and a reshipment or partial refund becomes void.

Clionadh Cosmetics is not responsible for any customs fees that may be incurred upon delivery to a country. Any applicable fees required to import a parcel, such as duties/taxes or handling fees, are the customer's sole responsibility.

Clionadh Cosmetics is not able to modify, add-on, or combine orders once they have been placed.

Thank you for your understanding. Any other questions? Please contact our team.