Do you offer free shipping?
We happily offer free shipping within Canada with orders over $75. Your order will ship via whichever courier method is appropriate based on the size & weight of the order, and your geographical location.
How quickly will I get my items?
All orders are processed and shipped from regional distribution centres which means your items aren’t travelling across the entire country, no matter where you order from. Our goal is to get K18 into your hands as soon as possible. You may receive your order within 24-48 hours if you are in a larger urban centre. However, please allow up to 2 business days for processing and up to an additional 5 days for delivery if it is a weekend or holiday, or you are located in a more remote city or town.
What shipping methods do you use?
Our distribution centres choose the best method to ship based on your location and distance from the shipping point. Your product may arrive by UPS, FedEx, Purolator, Canpar, Loomis, or a variety of other couriers.
What is your return/ exchange policy?
If for any reason you are unsatisfied with K18, we happily offer a refund within 90 days of your purchase for Canadian orders placed directly through our website and shipped to Canada.
Please NOTE: We only process returns for products purchased directly through our website. Any K18 products purchased at our partnering salons must be returned to the store it was originally purchased from. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.
How do I process a return?
To return your item, please contact our customer service team via e-mail at [email protected]. Our business hours are Monday- Friday from 9am-5pm.
When will my credit card be refunded?
Please allow up to two weeks for your refund to appear on your credit card statement, each financial institution varies.
What happens if my product arrives damaged?
If your order from K18 arrives damaged and/or unusable, please contact our customer service team at [email protected]. Our customer service team works Monday to Friday – everyone needs some days off!