*Please make sure your mailing address is correct at checkout. All failed deliveries from an incorrect address will be held for 14 days. We will send out an email requesting an updated mailing address, and attempt to re-send at customers expense. Re-sent orders will incur shipping costs at Canada Post's standard rates plus an additional $5.00 fee.

Customs and Import Taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

The time we need to prepare an order for shipping may vary.

Items will be ready to ship within 1-5 business days unless otherwise notified. This does not include custom orders. When making a custom order, the time for preparation will be discussed upon inquiry. See our contact page for more information. 

Once your order is prepared by our team at ESC and your parcel is received by Canada Post, we will then contact you via email with your updated tracking information.

We are not responsible for delays of delivery once your parcel is in the care of Canada Post.

We take great care in preparing and packaging every order. However, once a parcel leaves our hands, it may occasionally be damaged during transit.

If you receive an item that has been damaged during the shipping process, please contact us within 15 days of receiving your order. Please include your order number and photographs of the damaged item and packaging so that we can assess the situation and determine the appropriate resolution.

Please note that Earth and Soul Collections cannot be held responsible for any loss in value resulting from damage that is not reported within 15 days of delivery.

Winter Shipping & Freezing Temperatures
For customers living in areas where winter temperatures regularly fall below freezing, please be aware that certain products may be affected by prolonged exposure to extreme cold.

Once a parcel has been delivered to a mailbox, community mailbox, porch, or other designated delivery location, it is the customer's responsibility to retrieve the package promptly and protect it from freezing temperatures. We strongly recommend monitoring your tracking information and making arrangements to collect your parcel as soon as it is delivered during periods of freezing weather.

Earth and Soul Collections is not responsible for damage caused by a parcel freezing after delivery. Refunds or exchanges will not be provided for products damaged due to freezing after delivery, except where circumstances warrant otherwise and at the discretion of Earth and Soul Collections.

We appreciate your understanding and encourage customers in colder climates to take extra precautions when placing orders during the winter months.

(Not Applicable for Wholesale Customers)

Online Store Purchases
We’re happy to offer a refund or online store credit for eligible products. If you have a concern, contact our team, include your order number and photographs of the concern so that we can assess the situation and determine the appropriate resolution. Our team has the right to refuse your refund request.

Please review our return policy below:
Because of the nature of our products, unless they arrive damaged we cannot accept returns for:

• Custom or personalized orders (cancellations are not permitted either)

• Personal hygiene products. This includes soap, lotion, bath bombs, lip balm etc.

Unopened Products:

• Returns must be initiated within 15 days of the purchase date and must be for products purchased directly from the Earth and Soul Collections online store. 

• Products must be unopened, unused, and in their original condition and packaging. 

• Note: Original shipping and insurance costs are non-refundable, unless the return is due to an error on our part or a product defect. 

• Shipping products back to the Earth and Soul Studio is the customer’s responsibility, unless the return is due to an error on our part or a product defect. 

Opened Products:

• Non-refundable, except for items purchased within the last 15 days that may have a product defect or quality concern.

We Do Not Accept Returns For:

• Items purchased more than 15 days before contacting our team. 

• Products that have been stored improperly (e.g., exposure to heat, freezing, moisture, or sunlight). 

• Products returned without prior authorization from the Earth and Soul team.

• Items that are expired or damaged after delivery. 

• Products that have been opened, used, or tampered with, (unless there is a defect or quality concern)

• Any products purchased through Amazon or other third-party retailers must be handled through them directly although we are happy to hear your concerns and our team will do our best to guide your options.

If you open a product within 15 days and believe there is an issue with its quality or safety, please contact our team for further assistance. We will review your request and evaluate whether a refund or store credit is appropriate.

All packages that are refused by recipient and/or sent back to Earth and Soul Collections will be held for 14 days. We will send out an email regarding the refusal and attempt to re-send at customers expense. Re-sent orders will incur shipping costs at Canada Post's standard rates plus an additional $5.00 fee.

No refunds will be issued for refused packages unless approved by our team. Earth and Soul Collections reserves the right to refuse your refund request

Please contact our team within 15 days of your purchase and provide an explanation for your requested refund. Please include your order number and photographs showing the concern so that we can assess the situation and determine the appropriate resolution.

Our team will respond within 1–3 business days and will provide further instructions on how to proceed.

If your return is not accepted (for example, if the product has been used or opened, or if your request falls outside of our policy window), the order will not be eligible for a refund or online store credit.

• Opened products with a verified defect or quality issue may be eligible for a refund or store credit, at the discretion of Earth and Soul Collections, within 15 days of the purchase date.

• Refunds will be issued to the original payment method once the returned item(s) have been received and approved.

• Earth and Soul Collections reserves the right to refuse a return, refund, or exchange if the request does not meet the requirements of our return policy.