FAQ
If you have more questions, please email us and we'll get back to you within 2 business days.
Shipping & Delivery
How much does shipping cost?
We offer free shipping on all orders $100+. For orders under $100, there is a flat shipping fee of $12.
Where do you ship to?
All products are shipped from Vancouver, BC, Canada.
Currently, we only ship to the US and Canada . We plan to expand our shipping services to other countries in the near future.
Who is responsible for customs?
Please note that international orders may be subject to customs fees, import duties, tariffs, taxes, or other charges imposed by your country's customs regulations. These charges are the responsibility of the recipient and are not included in the item price or shipping cost. We are not responsible for delays or additional costs due to customs procedures. We apologize for the inconvenience.
How long does it take for my order to be processed and shipped?
Please allow 1-2 business days for your order to be processed. Once processed, your order will be picked up by one of our delivery partners. For standard orders, your total delivery time will take between 3-9 business days, depending on the final delivery destination. At the moment, we do not offer express shipping.
Standard shipping: 3-9 business days.
How can I track my package and receive updates on its delivery status?
Once your package has shipped, you can track it with the tracking number that we'll provide you.
What happens if my package is lost or damaged during shipping?
In the unlikely event that your package is lost or damaged during shipping, please contact us immediately so that we can initiate a ticket or replacement.
Can I change the shipping address after I have placed the order?
If you need to change the shipping address after placing your order, please contact us as soon as possible. We'll do our best to accommodate your request, but it may depend on the stage of the shipping process and the policies of our shipping carriers.
Returns
What is your return policy?
All regular priced items can be returned or exchanged with proof of purchase. We accept returns for unopened products. All products must be returned or exchanged within 30 days of purchase. All sale and discounted items are final sale.
Please be advised that shipping costs on returns are not covered by Santal Maison. To start a return, please email us at info@santalmaison.com and have your order number ready.
How long does it take to receive a refund after a return has been processed?
Once we've received and processed your return, it can take 2-5 business days for your refund to be issued. The exact timeframe may depend on your payment method and bank processing times.
Do you offer price adjustments?
Santal Maison does not offer price adjustments.
Our Products
What is IFRA and what does it mean to be certified?
IFRA stands for the International Fragrance Association. It is the global representative body of the fragrance industry, established to promote the safe use of fragrance ingredients in consumer products.
We’re proud to say that all our fragrance oils are certified by the International Fragrance Association (IFRA). This means they meet strict global safety standards. It ensures that our scents are safe, responsibly formulated, and compliant with international guidelines — so you can enjoy them with peace of mind.
What are your fragrance oils made of?
Our fragrance oils are made with 100% pure fragrance and natural oils — no additives, fillers, or synthetic carriers. Just pure, high-quality scent.
Are your products vegan and cruelty-free?
Yes, we're proud to be a vegan and cruelty-free brand. Santal Maison fragrance oils are not tested on animals. We use only vegan ingredients in all of our formulations. We believe that fragrances should be ethical and sustainable, and we're committed to promoting a more compassionate world.
Are your products ethically made?
Santal Maison is committed to ethical manufacturing practices and strive to ensure that all of our products are made under fair and safe working conditions. We work closely with our manufacturers and suppliers to ensure that ingredients are sustainably sourced while considering fair working practices.
Is your packaging eco-friendly?
Yes, we're committed to reducing our environmental impact and have taken steps to ensure that our packaging is eco-friendly. We use recyclable and biodegradable materials whenever possible, and we're constantly looking for ways to improve our sustainability practices.
Have more questions?
We’re here to help. Fill out the form below and a member of our team will get back to you within 2 business days.