FAQ

Shipping

Do you ship to P.O. Boxes?
No, sorry!

What are the shipping fees?
For all orders under US$79 shipping fees are US$8.99. We offer FREE shipping on orders over US$79 (taxes excluded). If you place an order in another currency, the shipping fees will be converted at the daily rate. For more information, visit our shipping policy.

How long will it take to get my package?
Delivery time depends on each unique order and on each destination. If you live in a remote place, delivery time can take up a few days longer. Please allow 1-2 additional business days for your order to be fulfilled and shipped. Please note that these are not guaranteed delivery times. For more information, visit our shipping policy.

How will I know when my order has been shipped?
We will email you an order confirmation as soon as it is tendered to our carrier. If your shipping is traceable, tracking information should follow within a few hours.

Can I pay for faster delivery?
At this time, the only shipping options available are those shown on the site after you update your cart. However, if you need your order delivered by a specific date, please create a customer service ticket here beforehand to ensure we meet your deadline.

Why isn't my tracking number working?
We send you a shipping notification email right when your order is shipped, but it can take up to 24 hours for your tracking number to start showing the progress of your order. Please check back later to see your order moving, or create a customer service ticket here for more details.

Which carriers do you use?
If you are based in the United States, your order will be shipped by UPS or USPS. Orders made in Canada will be shipped by Canada Post. If your order is placed anywhere outside North America, it will be shipped by Canada Post, Royal Airmail, UPS, DHL or Yodel depending on your location as well as stock availability.

Where do you ship from?
Depending on our stock levels and your location, your order could be shipped from Montreal (Canada), Champlain (New York, USA) or Galashiels (United Kingdom).

What should I do if my order hasn't been delivered yet?
If your order has been sent with a tracking service, you’ll be able to follow your order via the tracking number included in your shipping notification email. Your tracking number will be able to provide up to date information on the status of your order.
If your estimated delivery date has passed and you haven’t received your order, create a customer service ticket here.

Can I come to buy your products directly in your Montreal office?
Dear Montrealers, our office in Montreal is not a store, but only an administrative and storage place. Thereby, you cannot buy our products there. The purchase of our products is exclusively online. However, if you are not comfortable ordering online, you can always visit our multiple distributors; create a customer service ticket here and we will provide you with retailers names in your area.

Orders & returns

How can I edit my order?
If you need to edit a processing order (change the shipping address, the product(s), etc.), please create a support ticket as soon as possible and we'll do what we can to help you out. Please note that an order cannot be changed after it has shipped. Please carefully review your order before completing your purchase.

Can I cancel my order after I've placed it?
If you wish to cancel your order, please create a support ticket as soon as possible. If your order has not been shipped, we can cancel it and provide a full refund for the value of your order. However, if your order has been shipped, we are not able to cancel it but you can still return the products (the shipping costs will be at your expense). We provide a full refund for the value of the product(s) returned (excluding shipping costs).

How long are your products guaranteed? (MANUFACTURER WARRANTY)
All our products are guaranteed for 6 months from the delivery date.

I don't want the product I bought anymore. Can I exchange it or get a refund? How can i return it?
As long as the item you purchased is in its original condition, unopened and unused, we are happy to help you exchange it for something else. However, you must return it within 30 days from the delivery date. After that, we will not be able to process your request. You will also be responsible for any return shipping fees. Simply get in touch with us by creating a support ticket to arrange the exchange or return, and make sure to wait for our confirmation before sending any products back. Refunds are issued in the form of the original payment. We provide a full refund for the value of the product(s) returned (excluding shipping costs).
Remember to ask for proof of postage and/or a tracking number for your return as the parcel remains your responsibility until it arrives with us so if your parcel goes missing in the mail, you'll have proof you've sent it.

Please include the returns form below in your package:
Returns Form to download (PDF Version)
Returns Form to download (Word Version)

My product was faulty when it arrived!
We are happy to exchange an item for free if it was broken or defective upon arrival. To find the best solution for you, send us your order details and a picture by creating a support ticket.

I broke my product while using it, what can I do?
If the item breaks during use, we are generally unable to replace it for free or to refund it. However, we encourage you to contact us - we will do our best to help you.

I'm missing an item from my order, what do I do?
We are happy to send you an item/piece for free if it was missing from your product upon its arrival. To find the best solution for you, send us your order details and a picture to the support ticket.

Payments

How can I pay for my order?
We accept both credit cards (Visa, Mastercard and Amex only) and PayPal as payment methods for online orders. Phone orders are credit card only, make sure to have your info ready when you call!

Can I pay in a currency other than US dollars (USD)?
Our website, oleumvera.com is set in USD (American dollars). This means that the prices of our products are set in US dollars and we receive payments in this currency. By placing an order on our website, you will automatically be charged in USD.
However, we offer you the possibility to obtain price estimates in other currencies: Canadian Dollars (CAD), British Pounds (GBP), and Euros (EUR). You can change the display currency by clicking in the drop-down list (currency selector) at the top right of the screen.

Will my parcel be charged customs and import charges?
As customs policies and import duties vary widely from country to country, unfortunately we can't tell you if you’ll be charged and what the cost would be. We have no control over these charges.

Customer service

What are your hours of operation?
We’re open Monday through Friday, from 9 a.m. to 5p.m. EST.

Who should I contact if I have any questions?
If you couldn't find the answer you're looking for on this website, you can always create support ticket here.

OLEUM VERA SKIN CARE PRODUCTS

Natural ingredients

Are you skin care products organic and natural?
We strive to select the best ingredients for you while focusing on those who are organic and natural.
The entirety of our ingredients are of natural origin (COSMOS NATURAL certified by Ecocert Greenlife according to COSMOS standard). In accordance with the COSMOS standard for organic ingredients, only ingredients from farming (dried botanical and plant based oils for instance) can be certified organic. In our case, those ingredients represent 70% of the content of our products. They are all certified organic (COSMOS ORGANIC certified by Eco-cert Greenlife according to COSMOS standard).

Are your skin care products tested on Animals?
No, they are not tested on animals.

What is the difference between vegetable oils and essential oils?
Vegetable oils (sometimes called carrier oils):
They are the result of the extraction of the fat part of a nut, a seed, a fruit or core of a vegetable or other plant. The extraction method commonly used in cosmetics is cold compression because it preserves the properties of plants. They are suitable for direct application on the skin and can be used with essential oils in order to dilute them. They are greasier and do not evaporate (unlike essential oils).Among vegetable oils present in the Oleum Vera kits, you can find: argan oil, coconut, jojoba, pomegranate, sweet almond, etc.
Essential oils:
They are the result of an extraction method called steam distillation which aims at suspend plants above boiling water in order to suck the oils present in the steam. They are more concentrated than vegetable oils and are not very greasy to the touch. Essential oils are often too strong to be applied directly to the skin and must be diluted with a vegetable oil before application. Among essential oils present in the Oleum Vera kits, you can find: Lavender, lemongrass, peppermint, eucalyptus, tea tree and more.

Skin treatment precautions

Can Oleum Vera treatments cause allergic / intolerance reactions?
Homemade beauty treatments are generally very well tolerated by most people, but it is important to be attentive in order to avoid any unusual reaction. We advise you to refer to the category below: “How to test the products on your skin.”

How to test the products on your skin?
In order to fully enjoy your personalized and organic beauty routine, it is recommended to test products and/or homemade ingredients through a local application 48 hours before applying a greater amount on the skin, hair or face.
To do this, spread a small amount of product on your arm and let it sit for a few minutes. If you test an essential oil, mix 1 to 2 drops with 4 to 6 drops of vegetable oil to dilute it. Rinse and wait 48 hours. If your skin has a negative reaction, immediately stop using the product. If you notice an abnormal reaction, consult a doctor.

How do I know if my skin is reacting to the product?
Hypersensitivity reactions to essential oils vary from very mild to moderate - redness, itching, swelling, hives, or burning in the area where you performed a test. Real allergic reactions to essential oils are rare because they do not contain the proteins that cause allergic reactions, but it is possible to have a hypersensitivity reaction that looks a lot like an allergic reaction. Some essential oils are slightly more likely to cause sensitivity than others - be sure to do a test with the essential oils of rosemary, cedar wood, tea tree, peppermint and with the Tamanu oil before using them.

Are there any precautions to take when using Oleum Vera products?
As for a large majority of cosmetics, it is imperative to avoid any contact between your beauty products and your eyes, ears and mouth.
In case of eye contact, gently rinse the eye area with lukewarm water. If you accidentally put an undiluted essential oil in contact with your eyes, rinse it with a vegetable oil, then rinse with water and seek immediate medical attention. Essential oils not being soluble in water, they can be removed more easily with another oil.
Likewise, although your homemade beauty treatments have a pleasant appearance and smell, do not ingest them! If you or a child accidentally ingests a beauty product, oil or homemade ingredients, consult a doctor immediately. Store your ingredients, finished products and kits out of reach of children (and animals) and keep the safety caps on each bottle of oil.

Are there any special precautions to take when using essential oils?
In general, it is not recommended to use essential oils if you are: pregnant, breastfeeding, hypersensitive, epileptic, suffering from a hormonal cancer or other medical problems.
When in doubt, check with your doctor! If you have asthma or allergies affecting your breathing, avoid inhaling directly the diffusion of essential oils. Do not combine essential oils with medical treatments without consulting your doctor.
Be aware that some essential oils can make your skin more sensitive to the sun and much more prone to sunburn. For your safety, it is important to stay out of the sun and use sunscreen for at least 6 hours after applying these oils.
Essential oils should not be applied directly to the skin or hair without having previously diluted with another ingredient, usually a vegetable oil. It is especially important to dilute essential oils whenever they can come into contact with a mucous membrane, like the lips.
Do not use essential oils or home-made beauty treatments on infants and children under 3 years old and consult a doctor before using these products on a child 3 years old and over.

How often should I use a face mask and body scrub?
We recommend using a face mask or body scrub at least 2-3 times per week for best results. But, it obviously depends on your skin and its sensitivity ;). It is for that reason that we also recommend that you first test the products and ingredients.

Making DIY products

How to ensure maintaining a clean environment for the making of my beauty products?
We recommend that you follow the following guidelines:
Wash your hands thoroughly before starting or wear disposable gloves. Thoroughly clean utensils and containers before you start. Metal utensils can be cleaned with rubbing alcohol or placed in boiling water for 10 minutes to be sanitized Glass containers (such as Oleum Vera dropper bottles and sprays) should be washed with warm water and soap, then sprayed with rubbing alcohol and wiped with a clean cloth or air dried. The internal plastic pump in the spray bottles and the glass droppers can also be cleaned with rubbing alcohol. Plastic containers or tools (such as the reusable scouring jar, funnel, lotion bar mold or mortar and pestle) should be washed with soap and hot water, then sprayed with rubbing alcohol and dried. If you are using a container that already contains an oil-based product, use a vegetable oil to remove any trace of essential oil before starting the cleaning process. 

How to store my DIY projects?
Store your homemade beauty treatments in a cool, dark place for short periods.
Some products, such as home-made toning lotions, are often better preserved in your home fridge. Remember, the cooler the better!
Use common sense to determine if a product has been left too long. If something smell or no longer look fresh, it's better to make a new batch than to take the risk! Make sure to add only fresh ingredients to your organic cosmetics.

How long can I keep Oleum Vera treatments?
Our essential oils and vegetable oils can be stored for 1 to 2 years, while our dried flowers usually stay fresh for up to 1 year. Our cosmetic clays do not expire. If you add fresh fruit or vegetable ingredients to homemade beauty products, know that it needs to be used immediately: Avocado is not meant to stay in a pot!

How to extend the shelf life of my homemade beauty treatments?
Use an appropriate amount of an all-natural preservative (Oleum Vera’s Vitamin E is an excellent choice) for keeping oil-based recipes fresh. If you do not know how much vitamin E to include, why not start with one of our beauty recipes before you start creating your own?

What should I use to mix my recipes?
The majority of DIY Oleum Vera kits contain glass sprays, dropper bottles as well as pots to mix the various ingredients.