Shipping policy
Shipping Policy
Thank you for supporting Smukke House. We are delighted to provide you free expedited shipping on your favourite skin care products via Canada Post, Purolator or other shipping party for orders over $125. Subscribe to our newsletter to stay updated on all promotional offers and sales as we run promotional campaigns providing free shipping on all orders (no minimum) throughout the year.
Within Canada, expedited Canada Post shipping fees range between $17 and $28, so charge a flat fee of $21.99. This is subject to change at anytime to reflect rising costs of shipping.
We also offer speedy shipping options via Purolator and FedEx, which will incur additional costs depending on the desired delivery method and location.
ORDER PROCESSING
We strive to ship orders quickly as we know how exciting it is to get your favourite skincare in the mail! All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another email notification containing tracking information when your order has shipped.
During sales events, please allow an extra 1-3 days for your order to be processed.
Please note that we have no control over shipping company delivery times/disruptions in service/strikes, so during these events, deliveries may experience longer shipping times. We reserve the right to modify shipping rates at any time without prior notice.
All orders over $300 are shipped with signature required for your product and package safety. You can choose to opt out of this signature feature, and you will take responsibility of all package liability: packages lost, stolen or damaged rests on the recipient to file a claim with their postal service.
Smukke House is not liable or responsible for lost, stolen or damaged products.
FREIGHT FORWARDERS
All sales to freight forwarders are final. Smukke House is not liable for any issues that arise from a freight forwarding company.
SUMMER SHIPPING POLICY
We pride ourselves in the freshness of our products. During hot months, we expedite shipping from our vendors and to you. Because of this, a minimal charge is incurred. You can decline the minimal charge but these vitamin C products and some additional formulations that cannot stand high heat, are not eligible for return.
DAMAGED ITEMS
Refunds and/or replacement of product damaged during transit is at the sole discretion of Smukke House. If your package was damaged in transit, we require a photo of confirmation of said damage within 24 hours of receipt of order. A photo should be taken and emailed to info@smukkehouse.ca along with your name and order number. Refusal to provide a photo of proof of damaged item will not receive a replacement/refund.
INCORRECT SHIPPING ADDRESS
Smukke House uses the address provided by the customer during the checkout process. The package is shipped to the destination provided. If the destination provided is incorrect due to an error on the customer’s behalf it is the responsibility of the customer to file a claim with the carrier and initiate the package to be intercepted and pay the interception charge.
Smukke House will not replace or refund due to an error on the customer's behalf. Please double check your address before submitting your order.
UNDELIVERABLE or REFUSED PACKAGES
Orders returned to us due to being undeliverable, for any reason, are subject to a credit on account after the return has reached us and is deemed as unopened and in sellable condition. A fee of $20 for postage and transaction fees will be deducted from the credit. The package can be reshipped after the postage has been paid.
MISSING PACKAGE
If your delivery has been marked "delivered" by the carrier and you cannot find your parcel:
1. Look in your mailbox, on the step, even in the bushes!
2. Take your tracking number into the post office so it can be geolocated. This will provide you the exact coordinates where the package was scanned as delivered.
3. If your package was delivered incorrectly, request the carrier retrieve the package OR if it was delivered correctly per the coordinates, we suggest filing a police report for theft.
Typically parcels get delivered to a neighbour and will be put back in your box within 72 hours.
4. IF YOUR SHIPPING TRACKING SHOWS THE STATUS AS "DELIVERED", SMUKKE HOUSE’s SERVICE HAS BEEN FULFILLED AND THE CUSTOMER (NOT SMUKKE HOUSE) IS RESPONSIBLE FOR CONTACTING THE CARRIER REGARDING A CLAIM.
QUESTIONS
Questions regarding our Shipping Policy should be direct to our Customer Care team. You can email our Customer Care department at info@smukkehouse.ca or visit our Contact Page.
REVISIONS
Smukke House may revise the terms of the Shipping Policy at any time by posting revised terms, and these revisions will be effective immediately. If any of the terms are found to be unenforceable, you agree that the remainder of the Shipping Policy remain in full force and effect.
Trust Smukke House for boutique high end skin care.