Frequently Asked Questions (FAQ)
Order and Delivery
What are the delivery times?
We ship your orders within 24 to 72 business hours. Delivery times vary depending on your location:
- Canada: 5 to 21 business days depending on the destination and carrier.
Do you offer free delivery?
Yes! Delivery is free for all orders of $100 CAD and over.
Can I track my order?
Absolutely! You will receive a tracking number by email as soon as your order is shipped.
Products and Use
Are your products suitable for all skin types?
Our skincare products are formulated to suit most skin types. We recommend always testing on a small area before first use, especially if you have sensitive skin.
Are your products tested on animals?
No, we only offer cruelty-free products, not tested on animals.
How do I choose the right products for my skin type?
See the detailed descriptions of each product in our shop. Feel free to contact us for personalized recommendations.
Returns and Exchanges
What is your return policy?
You have 14 days from the date of receipt of your order to return an unused product in its original packaging.
How do I make a return?
Contact us at support@nephele.shop with your order number. We will send you return instructions.
Are the return shipping costs my responsibility?
Return shipping costs are the responsibility of the customer, except in the case of a defective product or an error on our part.
Payment and Security
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express), Shop Pay and other secure payment methods.
Are my payment details secure?
Yes, all transactions are encrypted and secured through Shopify. We never store your credit card information.
Contact
How can I contact you?
You can contact us by email at support@nephele.shop. We usually respond within 24 business hours.
Do you have a physical store?
For the moment, we are exclusively online, which allows us to offer you the best prices and an optimal selection of premium beauty products.