Online Shopping FAQs | North Vancouver - Theory Essence

Online Shopping FAQs

My product came damaged/leaking.
Please contact our Concierge who will help you replace the damaged product.

I received the wrong item in my order.
Please contact our Concierge who will help facilitate the product return and replacement.

I tried my product and don’t like it – can I return?
Unfortunately, we cannot accept any open or used products. If you are unsure about what to order, please schedule a Consultation.

Our Consultations are complimentary, you and your esthetician will discuss your skin conditions, lifestyle, products you currently use, as well as your skincare goals. You will receive a customized at-home skincare routine tailored to your needs.

Can I cancel my order?
Yes, as long as it has not been shipped out. Please contact our Concierge who will cancel it for you.

If it was shipped out, you can contact the concierge who will arrange to have a return label emailed to you to send it back and will be refunded once we receive the package.

I accidentally ordered the wrong product – can you just swap it out for the correct one?
If you have not opened or used the P50 product we can exchange your product. Please contact our Concierge who will help facilitate the exchange.

When will my Theory and Essence order ship out?
All orders placed by 1PM PST will ship out the same business day. We do not ship out on weekends.