Frequently Asked Questions (FAQ)

Vera Noir
Last updated: February 26, 2026

Below you will find answers to our most frequently asked questions regarding orders, shipping, payments, and support.

1. What is the order cut-off time?

Orders placed before 5:00 PM (local processing time) on business days are processed the same day.

Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.

2. What is the difference between processing time and shipping time?

Processing time refers to the time required to prepare and dispatch your order after payment is confirmed.
Our processing time is 1–3 business days.

Shipping time refers to the time it takes for the carrier to deliver your package after dispatch.
Delivery to Canada typically takes 9–15 business days.

The total estimated delivery time is therefore 10–18 business days.

3. Where do you ship to?

We currently ship to customers in Canada only.

4. When are refunds processed?

Refunds are processed within 7 business days after the returned item is received and inspected.

5. How much does shipping cost?

Shipping to Canada is free of charge.

Any active promotions or special offers will be clearly displayed at checkout.

6. Will I receive an order confirmation?

Yes. After placing your order, you will receive an order confirmation email.

Once your order has been shipped, you will receive a second email containing your tracking number (if available).

If you do not receive a confirmation email, please check your spam folder or contact our support team.

7. How can I track my order?

Once your order has been dispatched, we will send you a tracking number via email.

Please allow 24–48 hours for tracking information to update after the carrier receives your package.

Tracking availability may vary depending on the carrier.

8. What payment methods do you accept?

We accept:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Shop Pay

All payments are processed securely at checkout.

9. Is my payment information secure?

Yes. Our website is protected by SSL (Secure Socket Layer) encryption, which ensures that your personal and payment information is transmitted securely.

All payments are processed through certified third-party payment providers. We do not store your full credit card details.