Q & A


Q: What Currency are your products sold?
All prices are in Canadian Dollars (CAD). Your receipt will reflect the Canadian dollar value. 

Q: I forgot to use my discount/promo code at the checkout. Can I get an adjustment? Can the discount/promo code be applied afterward?
A: Once you have placed an order, we cannot adjust or apply the discount/promo code. However, not all of our discount/promo codes have an expiry date, and we recommend that you hold onto them for your next purchase!

Q: Do you fulfill requests for Free Products, Samples, or Donations?
A: We don't ship free samples, however, complimentary samples are included with your online orders. We have a wonderful trial size program for most of our products.  When you purchase a trial size, we include a discount code in your order for your next full-size purchase. 

We are currently involved with many local charities and do not accept requests for charitable donations to outside organizations at this time.

Q: How will my purchase be shipped?
A: We use Canada Post to ship all purchases. Click here to see our shipping rates & terms. 

Q: I'm a Vegan, are your products suitable for me? Do you do animal testing?
A. Yes! All of our products are 100% VEGAN-friendly. You can shop with confidence and know that your Pelle Beauty products are cruelty-free. We do not test on animals.  

Q: I’m Pregnant, can I use your products?
A: First off, CONGRATULATIONS! We encourage all Pregnant or nursing moms to consult with their Healthcare Practitioners regarding their beauty routines. All of our ingredients are listed here on the website so you can easily share with your provider.  

Q: There is a lot of color in your products. Are they going to stain my skin?
A: Not at all! The color you see is from all of the plant-based ingredients we use. Most of our ingredients are cold-pressed and unrefined, so you are seeing all of the beautiful colors that come from nature.   

Q: What is the shelf life of your products?
A: Our products have a shelf life of 6-12 months after opening. Each product has a PAO (period after opening) symbol on the package. However, how you store your skin care products can change or shorten that time-frame. To get the very best longevity out of your products, always use clean hands & always keep them out of humid environments, direct sunlight & direct heat sources. Always store your products upright in a cool, dry place. To learn more about how to best care for your natural products, click here

Q: Why does my product look or smell different from last time?
A: Our formulas always remain the same, but if you have strong senses, you may detect minor differences from batch to batch. We don’t use artificial color or fragrances in our products. We let their natural hue, scent, and texture shine through. We use a lot of natural, plant-based ingredients and they are never the same from one batch to another. With plant-based ingredients, normal variance in the sunshine, rain, or temperature with each harvest can all subtly have an effect. One year’s broccoli seed oil may differ in color or scent compared to another’s. Likewise, you may experience a stronger or subtle scent with an essential oil. These are all normal and to be expected with natural ingredients, and do not affect the quality or efficacy of the product. This is great as real ingredients are being used. 

Q: How often can I use my beauty oil? How are they to be used? 
A: Our beauty oils are versatile and can be used morning or night replacing a traditional moisturizer. At Pelle Beauty, that’s how we prefer to use them! They’re concentrated, so a  little goes a very long way. 2-4 drops are all you need for your face, neck and decollete. For best results, always apply your facial oil on very damp skin

 Q. Some of your products such as your Balms have a  ’Store at 10°C – 25°C’ caution. Why is that?
A. Our balms are made with ingredients that allow the product to be activated at body temperature. Please store in a dry, cool place when not in use. Keep your product away from direct heat sources (such as a radiator or in direct sunlight) and avoid repeated freezing and thawing as the texture may change.

Q. What happens if my Balm freezes or melts? Can I still use it?
A. Absolutely. The quality or efficacy of your balm is not affected. As stated above, the consistency might change a little. The product may become slightly grainy if it melts or freezes or is stored in a room with many temperature changes throughout the day (your bathroom or by a window). It is still perfect to use and will become creamy again when in contact with your skin. 

Q: Does the term “All Skin Types”  include Acne?
A: Skin types are normal, dry, oily and combination. Acne is an inflammatory skin condition, not a skin type. While all of our ingredients are gentle, plant-based and beneficial for your skin, if you are symptomatic of acne or any other inflammatory skin condition, we recommend talking to your doctor as there are many underlying reasons for the condition.

Q: Do you offer returns or exchanges?
A: Due to the sanitary nature of our products, we do not accept returns or offer refunds/exchanges unless your parcel arrived damaged. Please refer to our store policies page for more details. We sell trial sizes with most of our products; if you are new to our skincare, have sensitive skin or are unsure about a purchase selection, please sample with our travel sizes first, to make sure you get a solution suitable for your skin and routine. We are also happy to help you with your purchase. Please contact Customer Service for any product questions. 

DAMAGED SHIPMENTS: We will replace damaged merchandise that occurred during shipping, If this should happen to your parcel, please contact Customer Service within three (3) business days after receiving your order, and provide a picture of the damage. We will discuss product replacement and provide you with an authorization code.

Q: Where can I buy your products?
A: We are a direct-to-consumer brand so you can only find our products through this website. Being direct-to-consumer, we can have high-quality products at a fraction of the cost of retail. With this being said, we do not guarantee any product purchased through a third party, traded online or purchased via an auction site like eBay.