FAQ

If you have other burning questions we weren’t able to address here, feel free to email.

info@urbanbeautyessentials.com

Products

We can be reached via email 24-hours a day at info@urbanbeautyessentials.com or by phone 1-647-557-0368 between 12 – 7PM Toronto EST.

YES, we will try! As we are a small business, depending on the ingredients you are allergic to and the product, we may accommodate your needs (i.e. removing coconut or almond oil from lip gloss, etc.). 

For these types of accommodations, please send us an email at info@urbanbeautyessentials.com. 

Yes! Most of our products are made from natural ingredients and essential oils such as coconut oil, jojoba oil, almond oil, flowers, etc. 

However, given that some cosmetics require chemicals for preservative and effectiveness purposes, some of our products contain chemicals (i.e. eyeliner). 

Our processing time is typically between 1-2 business days (with certain exceptions, i.e. product accommodations); this is separate from the shipping time. 

Upon shipping out your order, you will receive a confirmation email from us, including your tracking number. Once you have received the tracking number, please follow up using the Canada Post tracking system https://www.canadapost-postescanada.ca/track-reperage/en.

Please review our shipping policy for more information regarding shipping and processing time. 

I still haven’t received my package, what happens next? 

If it has been longer than 21 days and you still have not received your order, we will look into this further. However, we are NOT responsible for any post delays, lost, or stolen packages. Kindly contact Canada Post via telephone at 1 (866) 607-6301. 

Products that are received damaged must be reported via email info@urbanbeautyessentials.com within 48 hours upon arrival. We will work with you to find a satisfactory solution.

Unfortunately, we do not accept returns for customers’ dissatisfaction with the products, especially during the present times of COVID-19, as a safety precaution. We may, however, try to work out an arrangement to compensate for your unhappiness with our products. 

Urban Beauty Essentials is dedicated to providing the best quality products we can deliver to our customers, so we have products or packaging prepared by third parties, if we cannot make by hand for YOU. We partner with many manufacturing companies dedicated to customer satisfaction and proper protective equipment, given the prolonged status of the COVID-19 pandemic, to prepare certain products and packaging efficiently and safely. 

However, MOST of our products are handmade locally (Canada) by our CEO and her mother.

At the local level, all products are cleaned and sanitized before preparation. Frequent hand-washing and surface area cleaning is also implemented to help prevent the spread of germs. All products come sealed in boxes or shrinkwrap to keep products clean during storage and throughout the shipping process. 

Single-use pipettes, gloves, and hair caps are additional steps used during the manufacturing process to maximize PPE processes.

Billing

No. We will not save your card information. We ensure your privacy and protection from potential fraud by ensuring that payment information remains encrypted.

The only details we will save is your registered email address if you have applied to our newsletter.

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, you cannot modify your shopping cart items. 

If you would like to cancel your order, MOST orders should be cancelable up to an hour after being placed.

If an item in your order is out of stock after your order has been placed, we will cancel out-of-stock items from your order, and you will receive notification via email. All in-stock items in your order will be shipped to you. In the instance that you have placed an item in your cart that would have helped you meet the free delivery, but it becomes out-of-stock, you will still be eligible for free or partial shipping charges as this is out of your control.

Customers who have registered to our newsletter will receive access to promo codes, store promotions and discounts, as well as exclusive access to new products before they are released.