Our policy

In Studio Policy

  • All services are final, we do not offer refunds on services provided.

  • Park at our nearby Green P lot and use the redeem code: "crosstown" in the Green P app to receive discounts on your parking

  • 15 15-minute grace period, after $25.00 late fee will apply to all late appointments

  • 30 minutes $35 and/or $50.00 cancellation fee added to account

  • Cancellation of treatment should be made at least 2 hours prior to the appointment time, otherwise we will be charging a $50.00 cancellation fee

  • Smoking and the consumption of alcohol within the studio are strictly prohibited

  • Inappropriate words (In person, by phone, or any means of communication:

  • Abusive language and yelling

  • Disrespectful or demeaning language/comments

  • Remarks, jokes, or innuendos that degrade, ridicule, or offend

  • Discriminatory remarks

  • Threats or threatening behavior

  • Bullying

  • Sexual Harassment

Individual(s) may be asked to leave, the police may be called or the individual(s) may face dismissal from our studio

Online Shopping

Security Online

At Ophelia Maquillage, we understand how important security is to you. When you place an order at Ophelia Maquillage online, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We employ government-approved encryption software.

Item Availability       

Temporarily Out of Stock / Backordered Items
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the back ordered item. Backordered items are shipped as soon as they are available. If for any reason you wish to cancel aback ordered item prior to its shipment, please contact us at hello@opheliamaquillage.com and we will be happy to assist you.


Pre-sell Items


Pre-sell items are items that are not yet in stock are available for advanced purchase on our site. Pre-sell items are shipped as soon as they are available. We will notify you of the status of your Pre-sell item via email updates and confirmations.

Please note: The actual delivery date of your order depends on the shipping method you select.

Promotions/ Coupon Code

Enter your offer code in the text box marked “Offer Code” on the Billing page during the Checkout process. When an offer code is accepted, it will be displayed on the “Order Review” page.
Please Note: Offer codes are case-sensitive and should be entered exactly as they appear. Only one offer code may be used per online order

Sales Tax

Ophelia Maquillage is required by law to collect sales tax on all items.  Sales tax will be assessed on the total purchase, including shipping and handling charges.  If you have other questions regarding sales tax, please feel free to email hello@opheliamaquillage.com

Payment Options
Payment forms accepted:

·       American Express

·       MasterCard

·       Visa

·       Paypal


We do not accept:

·       CODs

·       Layaway plan

·       Personal Checks

·       Money Orders


Important information:
• For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Order Processing

• Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays)
• Orders placed on Holidays or Weekend Days will be processed the following business day
• Orders with Standard Service are processed within 4 - 6 business days

 

Order Status

Check the status of your most recent orders by visiting our Order Tracking page. Click on the Order Tracking link and login to your Account to view the status of your orders. To track your order via the carrier's Web site, you may click on the tracking number to view the delivery status of your order.
*Please note: Tracking information may not be available for up to 24 business hours after the order is shipped.

Order Cancellation

If you would like to cancel an online order after it has been placed, please contact us by phone at 647-512-8925 within one hour of placement. We will do our Most Unexpected to accommodate your request. Once an order is processed, we regret that it cannot be changed or canceled.


Occasionally, orders or parts of an order are canceled for various reasons including;
Item(s) are not available
Difficulty in processing payment information
Cannot ship to the address provided
A duplicate order was placed
By customer request
Purchase limits have been exceeded


If your order is canceled, you will receive an email notice to advise you of the cancellation.

Return/Exchange
Online Return/Exchange Instructions
To return an Ophelia Maquillage product purchased from Opheliamaquillage.com

1. Please email hello@opheliamaquillage.com (the invoice is enclosed in your original order) and place it inside the return package. Be sure to retain a copy of the invoice for your records.
2. For your convenience, we have provided a return address label on the invoice that should be affixed to the outside of the return package. If the label is not available, all returns should be addressed to:


Ophelia Maquillage
Returns Department
647 Mount Pleasant Rd Unit
Toronto, ON
Canada M4S 2N2

3. For your protection and to ensure prompt delivery, we recommend that you send your return via insured UPS Ground. We're sorry. Return shipping fees are not refundable. In the case of damaged items, please refer to Damaged Items.
4. Please allow 7-10 business days for return processing.
If you have questions about returns, please contact us by email at hello@opheliamaquillage.com

Orders

Order Status

We appreciate your understanding that our customer care center is currently operating between the hours of Monday through Friday 10AM – 3 PM EST, and Saturday 11 AM – 1 PM EST. To start a chat, click here. You may also reach us via email at accounts@opheliamaquillage.com. We look forward to serving you.

Order Processing

Most orders are processed within 4-6 days of receipt (processing time does not include weekend days). Orders placed on Saturday and Sunday will be processed the following Monday.

Please Note:  All purchases are subject to bank authorization prior to processing. Only authorized purchases may be processed and shipped usually 2-3 business days.

Order Inquiries

Email accounts@opheliamaquillage.com with your name and order number.

To track your order via the carrier's Web site, you may click on the tracking number to view the delivery status of your order.

Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

Order Cancellations

If you would like to cancel an online order after it has been placed, please contact us as soon as possible by phone at 647-512-8925. We will do our best to accommodate your request.

Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons include:

Item(s) not available.
Difficulty in processing payment information.
Cannot ship to the address provided.
A duplicate order was placed.
Cancelled due to customer request.


If your order is canceled, you will receive an email notice to explain the reason for the cancellation

Shipping

You can track shipping progress with the tracking number provided within your shipping confirmation email.

DELIVERY OPTIONS

Ophelia Maquillage orders are shipped and delivered by Canada Post on business days (Monday through Friday, excluding major holidays). Below are the shipping options available for your order.

Please select the option that best suits your delivery needs during "Checkout."

If you have questions about the delivery of your package, please email us at accounts@opheliamaquillage.com for assistance.

SHIPPING & HANDLING

On occasion Ophelia Maquillage offers shipping promotions, at which time domestic customers receive free shipping if they spend over a certain amount. These promotions may change periodically. Ophelia Maquillage Cosmetics Canada ships to most countries worldwide via Canada Post for all domestic and international packages.

SHIPPING COSTS

Based on Location

SHIPPING TIME FRAMES

Ship Method      Shipping Timeframe

Standard            5-7 business days

Shipping Restrictions

Some items sold by Ophelia Maquillage require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At Ophelia Maquillage, we comply with these regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding.

Returns

Ophelia Maquillage Satisfaction Guarantee

If for any reason you are not satisfied with your purchase from Ophelia Maquillage you may return the unused portion for a refund within 10 days of receiving your item. We accept returns for products purchased from Ophelia Maquillage online only. If you have questions or need assistance with your return, please email us at hello@opheliamaquillage.com

How long will it take to receive a credit for my returned items?

Once received, return packages are processed within 7-10 business days.  The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details.

My item arrived damaged. What should I do?

If you received damaged merchandise, please retain the box, packaging, and all contents and contact us as soon as possible at 647-512-8925 for assistance.

Damaged Items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and contact us immediately at 647-512-8925. Please provide the order number along with your name, email address and phone number for the fastest service.