Shipping & Returns

Free Shipping:

Free Shipping on orders over $89 in Canada.
For orders under $89, there is a flat rate of $8.99 in Canada.

DELIVERY TIME: Pending unforeseen circumstances, orders should be shipped within two business days (Monday through Friday, excluding holidays). The actual date of delivery may vary due to delivery location, method of delivery and items ordered. Products may also be delivered in separate shipments.

DAMAGED PACKAGE: If there are any products damaged upon delivery, please contact us immediately at shop@kolyanaturals.com. (See return policy below for more details.)

SPECIAL INSTRUCTIONS: Special delivery instructions can be provided on the check-out page.

USA ORDERS: Standard shipping rates apply based on destination.

INTERNATIONAL ORDERS: Though our site is only set up for shipping within Canada and the US, our team might be able to prepare a special shipment for you with international shipping charges. Contact us at shop@kolyanaturals.com and we will see what’s possible.

EXCEPTIONS TO FREE SHIPPING: Shipping is free if products ordered (excluding tax and shipping) are greater than $89 CDN and shipped to a Canadian address, with a few minor exceptions. Optimum Naturals Inc, O/A Kolya Naturals may apply shipping charges to:

  • Individual items that are deemed to have an excessively high weight/price ratio… Such products will always be clearly identified on their product page so there aren’t surprises.
  • Shipping costs may also be determined based on the method of shipping (i.e. if you opt for faster service) and location of delivery (i.e. remote locations may incur additional shipping charges, as per Canada Post).
  • Oversized packages are considered larger than 21 inches x 21 inches x 21 inches or heavier than 25 pounds. Such packages may require us to issue you a special quotation for shipping charges. We will let you know.

OUT-OF-STOCK: All orders are subject to product availability.  “Out of Stocks” may be a result of high demand, or are back ordered from our suppliers. We do not ship backorders, but you can sign up to receive an email when your item is back in stock (this will be indicated on the product page).  You will only be billed for the items that are shipped.

SIGNATURE REQUIRED for PRODUCT PROTECTION: Because your order is precious and sensitive to the elements, it is best to keep your product safe during our colder winter months and hot summer days. To do this we recommend that you choose "signature upon delivery" at check out. If no one is home to sign, the postal service then takes your products to your local post office to keep them protected. Doing so prevents freezing or overheating from your product being left outdoors. Though leaving items at the door is standard practice for postal delivery, Canada Post charges $1.50 for the signature required, which is then added to your final cost.

However, if this is NOT your wish, indicate "No Signature" at checkout, and your item will be delivered to your door WITHOUT SIGNATURE at check-out under “Special Instructions”. But please note: we will not be responsible for heated, broken or frozen products if you choose this method of delivery.

PAYMENT: If you have any questions about payment, delivery or shipment of your order, please contact us at shop@kolyanaturals.com.

Return Policy:

We want you to feel confident and content shopping online with us and also want your experience to be simple, direct and concern-free. But, in the event you are unsatisfied, with advance authorization you can:

  • Return unused & unopened items within 30 days of purchase for a full refund (other than the non-refundable items listed below). Kolya tip - if you are unsure of the product or have sensitive skin, we recommend purchasing a sample along with the full-size product so that you can try before opening. That way, if you are unhappy, you can return the unopened full-sized product for a full refund.
  • Return items that were damaged on route to you, from us. We will require proof of damage immediately after receiving the package (i.e. internal and external photos & description) to pass along to Canada Post, so we can begin the authorization process.  When authorization is complete, you can send the items back to us, at our cost. For your protection, we recommend you use delivery tracking and get a delivery receipt. We will send a replacement when we receive the damaged goods.  
  • Return used products within 30 days of purchase (other than the non-refundable items listed below) if you are unhappy with your purchase for a store credit only. No more than 1/4 of the bottle can be used.  Once we receive the return, a store credit in the form of a gift certificate will be issued. If more than 1/4 is used, a return cannot be issued. (In order to minimize returns, please see our "Samples" section).


PLEASE NOTE: Returns CANNOT be made in-person at our Edmonton store locations.  This online store is a separate business entity with different policies, stocking and staff.

PLEASE NOTE: In the event of the return of an item which included a promotional giveaway, such as a gift with purchase or free samples, the unopened promotional material(s) must accompany the purchased product. Failure to include the undamaged product(s) with your return will result in a charge equal to the value of the promotional item.

    NON-REFUNDABLE ITEMS: Jewelry, Nail Polish, Dry Brushes, Books, Food Items, Makeup Brushes, Hydrosols, Samples, Clearance Items, and any items purchased under a promotion and/or received as promotional gifts/inclusions.

    NOTE:

    • Unless products are damaged in shipment, return freight and original shipping are non-refundable.
    • It is our responsibility to deliver the product in new condition. It is your responsibility to package returned items properly, as we are not responsible for damage in transit. Refund will not occur if the product is returned damaged or consumed past 25%.
    • If products are refused or unclaimed, your credit card will be billed for return shipping costs.
    • In the event of the return of an item which included a promotional giveaway, such as a gift with purchase or free samples, the unopened promotional material(s) must accompany the purchased product. Failure to include the undamaged product(s) with your return will result in a charge equal to the value of the promotional item.

     

    PRODUCTS PURCHASED ONLINE CAN ONLY BE RETURNED THROUGH THE MAIL. ONLINE PURCHASES CANNOT BE RETURNED IN-STORE.

    To initiate a return, complete this form so we can begin the process for a return approval.  Returns will not be given unless these steps are completed.  

    For your protection, we recommend you use delivery tracking and get a delivery receipt.

    Your refund will be processed and applied back to your original method of payment once we have received the product and verified its condition.  Any KOLYA REWARDS gained from this purchase will be removed from your account once return has been processed.  

    Also note, this Return Policy is for online shoppers only.  There is a separate in-store return procedure.

    NOTE:  Items must be shipped within 7 days of receiving the return authorization email from us (i.e. the note that says, 'yes, we agree to accept the product back') and must include receipt/proof of purchase, and any accessories.  When products safely arrive back at Kolya, the return will be issued.

    eGIFT CARDS: Kolya offers gift certificates ranging from $25.00-$500.00. Simply select an amount here and the certificate will be issued once payment is confirmed in our offices. You will receive your certificate link via email, which may then be forwarded to your chosen recipient. To include a special message, simply attach it in your forwarded email.

    NOTE: If full certificate amount is not redeemed, the emailed certificate link automatically updates with its remaining value. It does not expire and may be used anytime at the convenience of the recipient.