FAQ

Orders & Shipping

What type of payment do you accept?

We accept e-transfers for online purchases.

What steps do you take to ensure my information is safe? 

We take the security of your information seriously. Our website browser uses secure credentials and we do not store credit card information. 

For more information, please refer to our Privacy Policy.

What if my product arrives damaged or the wrong item was shipped?

Please immediately contact us: [email hello@skincarebyshawna.ca].  

Do not throw away any boxes, packaging, or leaking bottles.  

Please take a picture of the packaging and the damaged product and email the pictures. Pictures are required for resolution.

What if I need to cancel my order?

Orders can only be cancelled if your order has not shipped. 

You will be refunded by way of the original method of payment.

When will my order ship?

Most orders will ship within 24-48 hours. 

Orders will not be shipped on weekends or holidays.

 

What shipping company do you use?

We use Canada Post.

 

What is the cost of shipping?

We offer Free Shipping for purchases of $150+ (before taxes).  

For purchases under $150, our shipping rate is $12 within BC and $15 to all other provinces.

 

Where do you ship?

We ship to all Canadian provinces. 

Currently, we do not ship internationally. 

 

What if my package gets lost in the mail?

If your package does not arrive within the allocated shipping time, please contact us at hello@skincarebyshawna.ca. 

 

Returns & Exchanges

Our free 15-minute phone consultation

Our free 15-minute phone consultation (*) is an opportunity to gather information about your skin concern. By so doing, we hope to pre-empt any disappointment you may experience after receiving your products. 

(*) Please book a Virtual In-Depth Skin Assessment for more concerning issues. 

 

Return & Refunds Policy

We genuinely hope that you love your products. However, if you have used the sample and are unhappy, we will accept unopened, unused products for a full refund or store credit. 

    1. Products must be returned within 15 days of your online purchase. 
    2. Goods must be returned in saleable condition with all original packaging intact. 
    3. For hygienic reasons, we cannot provide refunds or exchanges on any goods that have been opened and/or used.
    4. You will receive an email confirmation when we receive the return, and your refund is processed. 
    5. Refunds will be issued to the original form of payment only and may take 5-10 business days depending on your bank.

The following products are non-refundable:

  • Sample sets
  • Gift certificates
  • All tools and handheld devices

What if I have an allergic reaction?

We understand that some products might not agree with your skin type. In these situations, we will credit the individual product that caused the Allergic Reaction, according to the following procedure: 

    1.  All reactions must be reported within the first 48-hours of use. 
    2. We reserve the right to request photos to confirm that your reaction was caused by one of our products.

PLEASE NOTE: 

All instructions, ingredients, opinions, and/or suggestions regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding the safety of certain ingredients, please contact your doctor or you can contact us for further information.

Rewards

How do I sign up for Skin Care by Shawna Rewards?

You are automatically enrolled as soon as you create a Skin Care by Shawna account.

Use this link to create your account!

How do I earn points?

You will earn reward points for every dollar spent. 

Learn more about our Rewards Program here.

How do I spend my points?

Log into your Skin Care by Shawna account

  1. Go to My Account, locate your reward choice, click “redeem”.
  2. Our monthly product rewards are limited in quantity with redemption based on a first come, first serve basis. 
  3. Reward gifts are non-returnable and non-exchangeable. All selected gifts are final sale and cannot be returned for reward points or exchanged for a different gift.
  4. Should we run out of stock, your points will be refunded to your account.

Can I use my rewards points to get a discount?

  • Yes, once you have earned 1000 points, you can redeem them for a $25 discount.
  • Note: There is a limit of one cash discount per transaction.

What if I forget to enter my coupon code or redeem my reward points?

Unfortunately, we are unable to apply discounts or redeem rewards once your order has been placed.

Can I redeem my points over the phone?

Unfortunately, all point redemptions must occur when you place an order through the website.

Please log into skincarebyshawna.ca

Do I earn points if I phone in my order?

Yes. All phone orders will accrue points.

Do my points expire?

Never! The points you accrue will not expire.

What is my Reward Tier?

Information about your Rewards tier can be found when you login on the Rewards page.

I am having trouble logging into my Account. What do I do?

  • No problem! Click “Forgot Password” for a reset. 
  • You will receive a verification email which will guide you through the process to retrieve your account. 
  • If you are still having issues, please contact us and we will be happy to help.

How do I collect my Birthday points?

  • Please ensure that you have updated your birthday month in your online profile on our website.
  • To receive free birthday points, the update must be in place within the month prior. 
  • [Example: For May birthdays, your information must be in place by April.]
  • Your Birthday Bonus will be awarded automatically on the first day of your birthday month.
  • Happy Birthday!

 

Gift Certificates

Can I purchase gift certificates?

Absolutely! You can purchase them here.

Do gift certificates expire?

No, your gift certificate will not expire.

How do I use my gift certificate?

As you check out from your shopping cart, there will be a box in which to enter your gift certificate.

Samples

Do you provide samples with orders?

For products new-to-you, please request that one trial sample be added to your order. This will allow you to try the product before having to open the item ordered. 

Samples are subject to availability.

Will you send me a sample without placing an order?

No, sorry, we do not send samples without an order.

  1. ClearChoice offers a sample pack: https://skincarebyshawna.ca/product/clearchoice-sachet-sample-pack/
  2. Dermaviduals offers travel sizes for cleansers, toners, base creams and day creams.

Consultations

What is included with my Virtual In-Depth Skin Assessment?

Great Question! This is how the Virtual Consultation unfolds:

  1. When you book your appointment online, you will be walked through a series of questions.
  2. You will also be asked to upload pictures of your skin./li>
  3. You will connect with Shawna by way of Facetime or Zoom (Your choice).
  4. During the virtual meeting, you will have an opportunity to ask questions so that Shawna can better understand your concerns.
  5. Upon completion and shortly thereafter, the individualized results will come directly to you by way of email.

What if I have questions about the individualized results?

  • Please reply to the email that includes your individualized results. 
  • Shawna will gladly answer your questions.
  • Shawna will follow up with you – three weeks after your virtual consultation.