All orders are shipped via Canada Post. At checkout, you can choose from Expedited, Xpresspost, or Priority shipping options. If your order qualifies for Free Shipping, it will be sent using Expedited service.

If you would like to use a shipping carrier other than Canada Post, please contact us before placing your order. We will do our best to make special arrangements for you. Please note that choosing a different carrier may result in higher shipping costs and will not qualify for Free Shipping.

All packages are shipped from Montreal, QC. Depending on the destination, delivery within Canada may take 1 to 4 business days. You can get an estimated delivery time on the cart page before checkout—this estimate is provided by Canada Post and is for reference only.

You’ll qualify for Free Shipping when your order total reaches $69.99 CAD or more before tax and after discounts. If this threshold changes, we’ll announce it clearly on our website.

There are exceptions. Free Shipping does not apply if your package has a linear dimension greater than 2 meters or weighs more than 20 kg.

We do our best to ship your package as quickly as possible. However, once it leaves our office and is in the hands of Canada Post, we cannot guarantee that there won’t be delays. Rest assured, if a delay occurs, we’ll do everything we can to assist you in communicating with Canada Post to resolve the issue. Please note that we cannot be held responsible for delays caused by force majeure events such as natural disasters, extreme weather, or strikes.

Once your order has been shipped, you’ll receive an email with a tracking number. You can use this number to track your package on the Canada Post website. You can also log in to herabeauty.ca, go to the “My Account” page, and click on your order to track the shipment.

If you receive an item that wasn’t part of your order, or if any item is missing, please take clear photos of the incorrect item(s) or the entire package, and Contact Us right away.

Canada Post is supposed to deliver packages directly to your address, but in rare cases, the carrier may leave a notice card asking you to pick it up at a nearby post office. This practice goes against standard procedure, and we file a complaint with Canada Post every time it happens to encourage better service.

Unfortunately, in such cases, the only option is for you to pick up the package yourself. If it’s not collected within 14 days, it will be returned to us.

We’re truly sorry, but we cannot take responsibility for this type of situation. Once the package is returned to us, we’ll contact you to either reship the order or cancel it. If you choose to reship, you’ll need to cover the return shipping fee and the cost to ship it again. If you prefer to cancel, the original shipping cost and the return fee will be deducted from your refund.

If your package is returned to us due to an “incorrect address,” “incomplete address,” or because it was “not picked up within 14 days at the post office,” we’re unfortunately unable to take responsibility. In such cases, whether you choose to have the order reshipped or canceled, additional fees will apply and must be paid by you or deducted from your refund.

If the package is returned for any other reason, we’ll work closely with you—and with Canada Post—to find a solution once we receive it back.

Please check the detailed tracking information—often, packages are delivered to your community mailbox, parcel locker, or apartment/condo mailbox. We recommend checking these locations and also asking your family members or building management to see if someone received the package on your behalf.

If your package marked as "delivered", but you don't receive it, please search for it as Canada Post advises below, if you still can’t find it, please contact us, we will ask Canada Post to start an investigation for you, and we will keep you informed for any update. If Canada Post fails to recover the package, a refund will be issued to you.

https://www.canadapost-postescanada.ca/cpc/en/support/kb/tracking/missing-package-showing-as-delivered.page?icid=support-aide_R1_2

Hera Beauté is not responsible for any lost parcel during transit.

If the package you receive appears damaged, please do not open it right away. First, take clear photos of the outer packaging as evidence. Then, open it carefully and check if any products inside are damaged. If so, please also take photos of the damaged items and contact us—we’ll do our best to help resolve the issue.

If the outer packaging looks intact but you discover damaged products inside after opening it, please take photos of the damage and reach out to us. We’re here to help make things right.

our system has only processed one successful transaction, and we've only received one payment for your order.

The other charges you're seeing are likely temporary authorizations made by your bank or payment provider. These are common when a payment is retried or confirmed multiple times.

They will automatically disappear from your statement within a few days (usually 3–7 business days), depending on your bank.

it’s a temporary authorization from your bank to confirm your card details. Since the payment did not go through, this amount will not be collected by us.

The pending charge will automatically disappear from your account within a few business days, depending on your bank’s processing time.

There’s no need to worry — no funds have been taken from your account.

Here are some possible reasons your credit card payment isn’t going through:

– The billing address information you entered (including the cardholder's name, address, and postal code) may be incorrect. Please double-check and try again. Even slight differences in formatting can cause the bank to reject the payment, so make sure the billing address matches exactly what your bank has on file.

– Insufficient funds. If this is the case, you can try a different payment method or wait until the balance is paid and then try again.

You have 30 days to request a return or exchange after your package is delivered. Please refer to our Return Policy.

Before proceeding, please ensure that you have read and understood our Return Policy. By initiating a return request, you acknowledge and agree to all the conditions stated in our Return Policy.

For all returns, please login www.herabeauty.ca with your email address that you used to place the order, go to account, choose the order you wish to return, and click Request Return, then proceed as prompt.

Please do not forget to set the correct quantity for items that you wish to return. (If you have any questions during return, please Contact Us ) 

When we approve your return request, an email with the instructions will be sent to you, please proceed the return as it indicates. 

Any returns without an approved request will not be accepted.

Please note that the return acceptance doesn’t guarantee a refund.

No, wigs are not returnable or exchangeable, due to hygiene reason. Unless there is quality issue, or error that due to our liability.

Your return request will be processed in 1 business day.

Once we receive your return and confirm that the item is in good condition, we’ll process your refund right away. Depending on your bank’s processing time, the refund may take 1–3 business days to appear in your account. If you don’t see the refund after 3 business days, please contact us—and also check with your bank for confirmation.

Depending on your bank’s processing time, the refund may take 1–3 business days to appear in your account. If you don’t see the refund after 3 business days, please contact us—and also check with your bank for confirmation.

• Wigs.
• Individual items containing blade without packing (Eyebrow razors, cuticle trimmers, etc.)
• All electrical items.

Items above are final sale, they are not returnable, unless there is quality issue, or error that due to our liability.