FAQ

A NOTE REGARDING COVID-19 

Allume continues to ship orders worldwide from 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 14 business days, please contact us at info@shop-allume.com. 

What payment methods do you accept?

All major credit cards and PayPal. If you have a preferred payment method that isn't listed, please contact us at info@shop-allume.com. 

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 much is shipping?

  • Canada: $9 USD tracked shipping. 2-5 business days via Canada Post.
  • US: $12 USD tracked shipping. 2-7 business days via USPS.
  • International: Rates are automatically calculated at checkout, but please feel free to reach out if you have any alternate options you wish to explore! 

We offer FREE domestic shipping on orders $99 USD and over. Applies to US and Canadian residents only. 

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 10 business days, we'll send you a new package.

In the event that select products from your original order are no longer in stock, you'll have the option to wait for restock or receive a a refund. 

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 14 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. 

What currency will I be charged in? 

All orders are processed in USD. If you're located outside of the United States, you will be charged in USD at the most current exchange rate.

When visiting our website, our automatic currency converter will show prices in your given currency, however the checkout process is in USD (there is a disclaimer once you reach the shopping cart page).

You may view a multitude of currencies when browsing shop-allume.com by clicking the dropdown menu at the top left of the page. 

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? 

You must be of legal age in your jurisdiction. Upon visiting shop-allume.com, you will be presented with an age-check. By clicking Enter, you confirm you’re of legal age and consent to our terms and conditions. 

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