FAQ

A NOTE REGARDING COVID-19 

Allume continues to ship orders worldwide from Montreal, Canada. Please note:

-Processing orders may take longer than the usual 1-3 business days. A maximum of 5 business days is to be expected in some cases. 

-Delivery delays may also occur once your order is dispatched, which are beyond Allume's control. But sit tight - your order will find its way to you! We kindly ask for your continued patience. If your package doesn't arrive after 20 business days, please contact us at info@shop-allume.com. 

What payment methods do you accept?

Visa, PayPal and Interac e-Transfer. If you have a preferred payment method that isn't listed, please contact us at info@shop-allume.com; we accept other major credit cards manually through Square, including Mastercard and American Express. 

How does Interac e-Transfer work?

This option is available to Canadian residents only. When you reach checkout, select "Interac e-Transfer". You will then be provided an email address to which the order total can be sent, along with a secret question and answer. Please note that if payment isn't sent within 48 hours, the order will automatically be cancelled.   

Where do you ship?

Worldwide (with the exception of the United Kingdom). 

What's your processing time? 

We ship orders within 1-3 business days. 

How does shipping work?

  • Canada: $9 CAD tracked shipping. 2-5 business days via Canada Post.
  • US: $18 CAD tracked shipping. 2-7 business days via USPS.
  • International: Rates calculated at checkout. 

We offer FREE domestic shipping on orders $150+. Applies to Canadian customers only. 

We'll be in touch with a confirmation the moment your package is on its merry way! 

What happens if my package doesn't arrive? 

We've got you covered. Please email us at info@shop-allume.com with your order number. We'll submit a service ticket through our primary carrier, Canada Post, to track down the shipment. If it can't be recovered within 12 business days, we'll gladly send you a new package.

In the event that select products from your original order are no longer in stock, you'll receive a refund on those items. 

What is your exchange and return policy?

All products on shop-allume.com are final sale. Exchanges are only offered if you received damaged goods or the wrong order (so long as the item is unopened and in its original packaging). Please contact us at info@allume.com within 30 days of receiving your package for details on how to proceed. Please note that we do not refund original shipping fees, though we'll gladly cover the cost of shipping the new item.  

Are your packaging materials environmentally friendly?

Yes! Allume boxes are recyclable and reusable. Our mailers can also be reused; better yet, they’re compostable. We’re continuously working towards greener options.

Am I allergic to any of your products? 

All ingredients in our wellness products, such as lip balms, candles and moisturizers, are explicitly listed on their individual pages. Allume is not liable for any negative reactions or misuse of products resulting in injury. 

I'm an international customer. What currency will I be charged in? 

You will be charged in your currency. Please note that Canadian prices will still appear at checkout. 

Do I have to pay duty?

Customers residing outside of Canada may be subject to duty fees upon delivery. These are the buyer’s responsibility. Please consult with your customs office to determine what these additional costs will be prior to making a purchase.

Are your prices ever subject to change?

We reserve the right to alter the cost of products and shipping at any time. 

How old do I have to be to place an order on Allume? 

Minors are strictly prohibited. Upon visiting shop-allume.com, you will be presented with an age-check. By clicking Enter, you confirm you’re of legal age in your jurisdiction. 

Do you sell cannabis?

No, we do not sell any products containing cannabis. 

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Any further questions? Contact us at info@shop-allume.com.