FAQ

We accept ‘E-Transfer’ and ‘credit card payments’ through QuickBooks. Once your order is processed, we’ll send you an invoice with all the payment details.

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.

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.

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

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

Most orders will ship within 24-48 hours. 

Orders will not be shipped on weekends or holidays.

We use Canada Post.

Temporary Shipping Adjustment During Canada Post Strike

Temporary – We offer Free Shipping for purchases of $350+ (before taxes).  

Temporary – For purchases under $350, our shipping rate is $40 within BC and $40 to all other provinces.

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.

We ship to all Canadian provinces. 

Currently, we do not ship internationally. 

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

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. 

We genuinely hope that you love your products. However, if you have used the sample and are unhappy (please refer to – Will you send me a sample without placing an order?), we will accept unopened, unused products for a full refund or store credit. 

1. 1. Products must be returned within 15 days from the shipping date 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.

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

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. 1. If you need to make a return request due to an allergic reaction, kindly send an email to orders@skincarebyshawna.ca along with photos of the reaction.
   2. All reactions must be reported within the first 48-hours of use. 

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

Use this link to create your account!

You will earn reward points for every dollar spent. 

Learn more about our Rewards Program here.

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.

• 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.

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

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

Please log into skincarebyshawna.ca

Yes. All phone orders will accrue points.

Never! The points you accrue will not expire.

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

• 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.

• 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!

Absolutely! You can purchase them here.

No, your gift certificate will not expire.

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

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.

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, please get in touch with us for more information.
3. If a product is “NEW” to you, you have the option to request a sample with your order. Kindly be aware that samples may not be available for every product.

Great Question! This is how the Virtual Consultation unfolds:

1. When you book your appointment with me, you will be walked through a series of questions.
2. You will also be asked to upload pictures of your skin.
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.

• 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.