LILVAA
Shipping Policy
Everything is handmade in small batches in Canada and packed by hand, so please allow a little time before your parcel goes out.
Processing time
Orders are packed and dispatched within 1–3 business days. During sales or a new batch release this can stretch a little; if it does, we will tell you.
You will get a confirmation email when you order, and a second email with tracking when your parcel ships.
Where we ship
We ship worldwide, with a small number of exceptions where cosmetics cannot lawfully be imported or where carriers will not accept the contents. If we cannot ship to your country, checkout will tell you before you pay.
Rates
Shipping is calculated at checkout from your destination and the weight of your order, so you see the exact cost before paying.
Free shipping on Canadian orders over $50 CAD. This applies to orders shipped within Canada only, international shipping is charged at cost, because it genuinely costs several times more.
Delivery estimates
Once dispatched, typical transit times are:
- Canada: 2–8 business days
- United States: 5–12 business days
- Rest of world: 7–21 business days, sometimes longer
These are estimates from the carrier, not guarantees. Customs inspection, severe weather and peak periods all add time, and none of them are within our control.
Customs, duties and import taxes, international orders
International parcels are sent Delivered At Place (DAP). This means:
Any import duties, taxes, VAT or customs brokerage fees charged by your country are your responsibility, and are not included in the price you pay us.
Your carrier or customs authority will invoice you directly, usually before they release the parcel. These charges are set by your government, we have no way to calculate or control them, and we cannot refund them.
If a parcel is refused or abandoned at customs and returned to us, we will refund the goods, less our outbound shipping cost and any charges the carrier passes on.
Every international parcel carries an accurate customs declaration. We cannot mark an order as a gift or declare a lower value, doing so is illegal.
Addresses
Please check your address carefully at checkout. We ship to the address you give us, and we cannot change it once a parcel has been dispatched. If a parcel is returned to us because the address was wrong or incomplete, we will happily resend it once you cover the postage again.
Lost, delayed or damaged parcels
If tracking has not moved for 10 business days (Canada) or 21 business days (international), email us at hi@lilvaa.com and we will open an investigation with the carrier. Carriers usually require this before they will consider a claim, and it can take a couple of weeks to resolve.
If your order arrives damaged, email us within 7 days of delivery with photographs of the parcel and its contents, and we will put it right.
Contact
LILVAA 140 Yonge St, Toronto ON M5C 1X6, Canada hi@lilvaa.com