Orders and delivery

Orders placed on the Aesop Canada website can only be delivered within Canada.

If you wish to have your order shipped to someone living in another country, please open the destination menu from the website's footer section and select the country you wish to ship to.

From here, you will be redirected to the Aesop website that services your chosen region, and can proceed to order your items. Note that prices will be displayed in the destination’s currency. If you cannot find your preferred destination, regrettably we do not ship to that country at this time.

At checkout, enter your own details under the "billing address" section and the recipients details under the "shipping address section".

Please note: the order confirmation and tracking email will be sent to the nominated email address entered at checkout. You may wish to forward it to the recipient if needed.

To purchase Aesop products locally, you can locate your nearest Aesop Signature Store or stockist by using the Aesop online store locator.

• All orders are shipped from Montreal.
• Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day.
• Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery.
• Our delivery time frames are estimates only and may vary with public holidays, possible courier delivery issues, and other influences (such as severe weather conditions) that are beyond the control of Aesop.
• Certain items are considered hazardous materials. These products include aerosols and alcohol-based products such as fragrances, liquid cleansers and toners, etc. These products are required to be shipped by Standard Shipping, due to air transport restrictions and regulations. In the case you have selected such items in your Shopping Bag, standard shipping will be automatically applied to you order at checkout.
• PO Box addresses cannot be supported.

RETURNS - 100% SATISFACTION GUARANTEE

If for any reason you are not completely satisfied with your Aesop purchase, you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase. To return an order, print and complete the return form found here, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to: L’Oréal Canada Return Department, 3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9.

UNOPENED AND UNUSED

To return merchandise to Aesop.ca, please follow these easy steps:
Step 1: Pack the items along with a copy of your invoice.
Step 2: Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:

L’Oréal Canada – Département des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

If you received a FREE product, sample or gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.

The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.
 

OPENED OR USED

Please contact 1-855-919-4773 (Monday to Friday from 9AM to 5PM EST), or [email protected]. it will be our pleasure to indicate how to proceed.

ITEMS PURCHASED THROUGH OUR AESOP BOUTIQUES OR RETAIL PARTNERS

We're sorry but returns or exchanges for purchases made in a retail store or skincare professional’s office may not be returned to Aesop.ca. If the item you wish to return was not purchased through Aesop.ca, we recommend returning to the place of purchase for resolution.

CONTACT US

Need further assistance? Contact 1-855-919-4773 (Monday to Friday from 9AM to 5PM EST) or email us [email protected].

Returns Period

We will provide you with a refund of the original purchase price or an exchange upon return of the products, with proof of purchase, if the product was purchased:

Adverse reactions to Aesop products

Should you experience an adverse reaction to an Aesop product, or any quality concerns with your product, please Contact Us immediately for guidance. 

Please refer to our online Terms of Trade applicable to the country of purchase for information on your rights and Aesop’s obligations under law.

 

Proof of Purchase and Refunds

 

Proof of purchase can take the form of a receipt (paper or electronic) or a bank statement, or if your purchase was recorded against your customer profile, it can be found in our system.

If you have a gift receipt, we will provide you with an exchange or gift card.

All refunds will be processed via the original payment method. Products may be exchanged for any products up to the purchase value of the returned products. Any additional amount owing beyond the value of the returned products must be paid by the customer.

If you do not have any proof of purchase, we would be pleased to coordinate an exchange for alternative products of equal or greater value at any Aesop store, with the difference paid by the customer.

 

Kits, (Gift-Kits, Duets, Pre-Packaged Bundles, Travel Kits)

You may return any of our Kits in accordance with the terms of this Policy, but only as a whole with all products included. Individual products within a Kit may not be individually refunded or exchanged.

Gift Cards

Gift cards may not be returned or redeemed for cash, unless otherwise required by law.

 

How to make a return

 

In-Store

 

For products purchased in any Aesop store

Products purchased in an Aesop store may be refunded for the purchase price of the product in any Aesop store in the country of purchase, or exchanged at any Aesop store, in accordance with the terms of this Policy. They cannot be returned through our online store for a refund or an exchange.

 

For products purchased through a department store or other authorised stockist

Please consult the department store or authorised stockist’s returns policy for guidance on requesting a refund or exchange for products purchased from these retailers.

Products purchased from an Aesop counter in a department store or from an authorised stockist may be exchanged for alternative products at any Aesop store, in accordance with the terms of this Policy.

We cannot provide a refund in any Aesop store or via our online store for these purchases.

Purchases from Aesop stores or our online store cannot be refunded or exchanged at any department store or authorised stockist.

For products purchased through any Aesop store or counter at an airport

Please consult the airport store or counter’s returns policy for guidance on requesting a refund or exchange for products purchased at these retailers.

Products purchased from an airport store or counter may be exchanged at any Aesop store for alternative products in accordance with this Policy.

We cannot provide refunds for any purchases made at an Aesop store or counter in an airport in an Aesop store or via our online store.

Online

 

For products purchased from Aesop online and via Click and Collect

Products purchased from our online store and via the Click and Collect service may be refunded as outlined below.

Where the original purchase was made using a credit/debit card, you may return the products:

• to any Aesop store in the country of purchase; or
• through the online store by contacting us to request a return.

To contact our online store, please visit our contact page, select ‘Returns & Exchanges’ from the drop-down menu and complete the form, ensuring the online order number of the purchase (provided in the order confirmation email) is included.

To return an order, print and complete the return form found here, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to: L’Oréal Canada Return Department, 3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9.

A refund will be processed upon receipt of the returned products via the method of original payment. Please allow up to 5 working days for the funds to present on a statement.

 

For products purchased via PayPal, Klarna or Instacart

We are unable to process a refund in an Aesop store for purchases made from our online store where payment was made via PayPal, Klarna or Instacart. Please contact our online store to request a return, as per the above guidance.

Exchanges

To exchange products purchased from our online store, in accordance with the terms of this Policy, we request that you either:

• visit an Aesop store for an exchange to be coordinated; or
• contact our online store to request a return as per the above guidance and complete the purchase of alternative products either online or in store.
  
   

International Returns

Due to different currencies, prices and taxation laws, we are unable to coordinate a refund for an Aesop product that has been purchased in a country other than the country of purchase.

However, we would be pleased to coordinate an exchange for alternative products of equal or greater value, with the difference paid by the customer, at any Aesop store in any country.