Returns & Exchanges

Because of the nature of our products, and for safety and contamination concerns, sales on all lip balm products are final. Please be confident in your selections before finalizing your purchase. Other items may be returned within 14 days of receipt provided they are in new, unused or unworn condition. Please contact info@eclairlips.com for a return authorization number and instructions on how to return your product. The customer is responsible for all return shipping costs. A refund will be issued once the item is received and inspected. 

Our lip balms are made of natural ingredients that may change consistency, especially when stored above or below room temperature. It's normal that they may be softer or harder when you receive them or if you store them in a warm or cold environment. Changes in temperature may also cause graininess to occur over time which is also completely normal. If lip balm melts or softens, place it in the fridge for 15 minutes to re-solidify. If a lip balm has hardened, store it at room temperature (between 18-22 degrees Celsius) for an hour. These changes in consistency are normal and to be expected and are not eligible for returns, exchanges or refunds. 

If there are errors on our part, we will happily make it right at no additional charge to you. Please send us an email to info@eclairlips.com.

Lost/Stolen/Damaged Products

Unfortunately, we are not responsible for lost or stolen packages. Once we turn your order over to Canada Post, UPS, DHL or any other courier or mail service, ownership transfers to you. If you selected a tracked and insured service and the tracking shows that it was delivered, but you did not receive it, please contact the courier or mail service to file a claim.

If your package arrives damaged, please send an email to info@eclairlips.com, with the subject line 'DAMAGED' within 15 days of receipt. Please include the following in the body of your email: order number and photographs of the damaged shipping box and product(s) and/or a video demonstrating the issue. We reserve the right to request further documentation including photos and or videos and to decline a return or refund if they are not provided. Approved returns may be shipped back at our expense and a return authorization number will be provided to access our returns program via Canada Post. The customer is responsible for dropping off the package at a Canada Post location and a refund will be issued once items are received in our facility. Please note that we are unable to process a refund until the product is returned.

 

Contact Us
For support, please contact us at:
Email: info@eclairlips.com
Phone: ‪(506) 248-0672‬