SHIPPING AND RETURNS
We strive to make your ordering process as simple and efficient as possible. Learn more about our shipping and return policy below.
SHIPPING CARRIER AND FEES
Kernelle offers delivery throughout Canada and the U.S., except for Alaska,Puerto Rico and Hawaii. Presently, we do not ship outside Canada and the U.S.
Our standard shipping carrier is Canada Post.
Within canada, shipping is usually free on any order of $55 or above (before taxes and after counting discounts).
During certain special promotions, the minimum threshold for free shipping may be lower. Always validate the shipping fees in the shopping cart before finalizing an order since these promotions are for limited time and can cease without notices.
For orders under $55, shipping fees vary depending on the order’s weight, volume and destination and will appear on the check-out page before you finalize your order.
All our orders are shipped and delivered on business days (Monday through Friday, excluding holidays). Kernelle does not ship to APO/FPO & P.O. boxes.
Quebec & Ontario
4-7 Business Days
5-8 Business Days
7-10 Business Days
10-20 Business Days
Alaska – Hawaïi – Puerto Rico
8-12 Business Days
To cancel your order, please reach out to us through our Chat window (available in the website) or send us an email to [email protected] using the Subject: CANCEL ORDER. Do not forget to include all the information necessary to identify your order such as the order number and your associated email address. Please reach out as quickly as possible. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 30 days refund policy.
Just like for the cancellation, to modify your order, reach out to us through our Chat window (available in the website) or send us an email to [email protected] using the Subject: MODIFY ORDER. Do not forget to include all the information necessary to identify your order such as the order number and your associated email address. Please also include the items that you would like to change and a phone number where we could reach you. You must contact us as soon as possible so that we can make your change before processing the order. It is not always possible to directly change an order but if you contact us in time, we could cancel the wrong order to allow you to place a new order.
RETURN POLICY & REFUNDS
Kernelle Satisfaction Guarantee
At kernelle, we believe in our products and their benefits.If for any reason, any of our products is not pleasant to you, you may return it to the original point of purchase for a 100% money back guarantee. This 100% satisfaction guarantee applies to opened products. This is a goodwill offer from Kernelle which aims to allow our customers to test our products. Reasonable limits are therefore applied:
- You cannot return more than one opened item per product’s reference. For example, you cannot purchase two body creams, open them both, use some and return them both.
- This satisfaction guarantee is applied only once per product reference per user and per year.
- If there is any, shipping fees are not reimbursable.
- You can benefit from our satisfaction guarantee any time within 30 days of purchase, for any product reference that you have not returned before (except trial packages).
In the event that the satisfaction guarantee does not apply to the returned product, our return conditions are as follows:
We accept Kernelle product exchanges at any time until the end of the 45th day following receipt. With the exception of items purchased on sale, in private sales or promotions or if the product was open.
We will refund all Kernelle products in their original unopened packaging within 30 days of their delivery date (excluding items purchased on a final sale event). We do not issue refunds for trial sizes. Returned items must be accompanied by their invoice and order number (included in the original Package). The shipping and insurance costs of returned items will be charged to you.
Please note that items purchased online must be exchanged or returned online. Merchandise purchased from the website www.kernelle.com cannot be exchanged in store.
In store returns
We accept Kernelle product exchanges at any time until the end of the 45th day following receipt. With the exception of items purchased on sale or during special promotions or if the product was open.
We will refund all Kernelle products in their original unopened packaging within 30 days of their delivery date (excluding items purchased on a final sale event). We do not issue refunds for trial sizes. Returned items must be accompanied by their invoice.
In the exceptional case where you have made your purchase from a pop-up shop that has closed, it is possible to make a return online, under the same conditions of a return to the store. In this case, you should contact us (before the expiry of the 30 day period) on [email protected] by providing us with an electronic copy of your invoice and the product(s) concerned. Please note that our reply time is around 24 to 36 hours and may vary during peak times. Even if we do not respond before the expiry period frame, it is the date of your email that matters. Just make sure that you receive an automatic confirmation of receipt email, in response to your request (if not, please check your SPAM and promotional folders or double check for spelling errors).
Refunds will always be issued using the same method of payment as the original purchase.
For more informations, check out our Terms & Conditions page.