Product, Shipping & Order FAQs
Some commonly asked questions about our products, shipping & orders.
How do I choose the right skincare products at TOULA?
Our expert estheticians provide personalized guidance to integrate high-quality, non-toxic skincare into your routine. For optimal product selection, schedule a consultation after your next TOULA treatment to match products to your skin’s needs.
Who can assist with picking TOULA skincare products?
Our team is passionate about helping you find the ideal skincare products. Contact our Concierge Team at +1 (437) 494-7111 or consult with our staff during your next studio visit for tailored recommendations.
Are TOULA’s skincare products natural and organic?
TOULA prioritizes ingredient-led, non-toxic skincare, carefully selecting products from trusted brands to avoid harmful toxins. While “natural” and “organic” lack strict regulation (e.g., the US bans only 30 chemicals vs. the EU’s 1328), our curated range ensures safety and efficacy for radiant results.
Where does TOULA ship skincare products in Canada?
We can ship orders to addresses within Canada. Note that currently, we do not support PO Box address shipping. Shipping costs are free on purchases over $100.
How do I track my TOULA online order?
You can track your shipment by clicking on the tracking number provided in your shipment confirmation email. Alternatively, you can connect with our Concierge Team at +1 (437) 494-7111.
What’s the process for returning TOULA online purchases?
Returns and refunds can be accepted only if the product is unopened, unused, and with the original packaging intact. Returns and refunds can be requested by email at hello@toulastudio.com or in-studio, and must be made within 14 days of purchase/delivery. Please note: no free returns via shipping. Online purchases can be returned in-studio. If guests would like to return via mail, guest is responsible for return shipping costs. Return shipping method must include tracking.
What if my TOULA order arrives damaged, incorrect, or delayed?
If your order arrives damaged or incorrect, please keep the box, packaging materials, and products and contact our Concierge Team at +1 (437) 494-7111 within 24 hours of receipt. Exchanges for incorrect products are accepted only if unopened and unused. For delayed orders, you’ll receive an email notification—please check your spam folder and ensure your email address is valid. Reach out to our Concierge Team at hello@toulastudio.com for assistance.
How are TOULA products shipped to customers?
TOULA ships orders across Canada using our trusted carrier, with tracking numbers sent via email. Ensure your shipping address is accurate. If shipped to a wrong address, contact the carrier. If returned to TOULA, reshipping is at your cost.
How can I change or cancel my TOULA online order?
To change or cancel your order, please contact our Concierge Team at +1 (437) 494-7111 or hello@toulastudio.com within 2 hours of placing it to ensure it hasn’t been processed for shipping.
What steps should I take if my TOULA order is lost?
To minimize the risk of lost or stolen packages, you can request signature confirmation by contacting our Concierge Team at +1 (437) 494-7111 or hello@toulastudio.com. First, check your shipment’s tracking information using the link in your confirmation email to verify its status. If marked as “delivered,” look around your property or check with neighbours. Next, contact your local post office, as the package may be available for pickup. Most lost packages are recovered through these steps. TOULA cannot file claims with the shipping provider but will assist you as much as possible. If you’ve completed these steps and still can’t locate your package, please reach out to our Concierge Team at hello@toulastudio.com.
