Returns & Refund Policy

At Creators Journey, we want you to feel confident in every purchase. If something isn't right, we're here to help.

If you ever experience an issue with your order, please reach out. We believe the best solutions come from a conversation, and we'll always do our best to make things right.

Returns & Exchanges

We gladly accept returns and exchanges on eligible in-stock products within 14 days of delivery. For the purposes of this policy, "delivery" means the delivery date shown by the shipping carrier's tracking information. 

To be eligible for a return or exchange, your item must be:

• Unused, unopened, and in resalable condition

• In its original packaging

• Accompanied by your receipt or proof of purchase

Please note: The following items are not eligible for return or exchange:

• Products from the Flawed & Fabulous collection

• Wholesale orders

• Custom or special-order products

• Gift cards (if applicable)
  

• Wicks

• Fragrance oils or other consumable products that have been opened or used

Before returning any item, please contact info@creatorsjourney.ca to obtain a Return Authorization (RA). Return requests must be submitted within 14 days of delivery.  Once your return is approved, the item must be shipped within 7 days of receiving your Return Authorization.

Returns sent without prior authorization may be refused.

Customers are responsible for return shipping costs unless the return is the result of our error, such as receiving an incorrect item. Original shipping charges are non-refundable except where required by law.

All returned items are inspected upon arrival. We reserve the right to refuse any return that does not meet the eligibility requirements outlined above.

Order Cancellations

Orders are typically processed within 3-5 business days, although processing times may vary during periods of high order volume. Orders are not processed on weekends or statutory holidays.

Orders may be cancelled within 24 hours of purchase, provided they have not already entered processing or been shipped. Once an order has entered processing, we may be unable to modify or cancel it.

If your order has already shipped, it can no longer be cancelled. If your purchase qualifies for a return, please contact info@creatorsjourney.ca to obtain a Return Authorization after your order has been delivered.

Pre-orders, wholesale orders, and custom orders may not be cancelled once inventory has been allocated or production has begun.

Creators Journey reserves the right to cancel and refund any order due to inventory discrepancies, pricing errors, suspected fraudulent activity, or circumstances beyond our reasonable control. If this occurs, we'll notify you as soon as possible and issue a full refund for any amounts paid.

Damaged, Defective or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or you receive the wrong item, please contact us within five (5) days of delivery, based on the carrier's tracking information.

To help us resolve your claim as quickly as possible, please email info@creatorsjourney.ca with:

• Your order number

• Photos of the affected item(s)

• A photo of the packing slip

• A brief description of the issue

Once we have reviewed your claim, we will determine the most appropriate resolution, which may include a replacement, refund, store credit, or another suitable solution at no additional cost to you.

Refunds

Once we have received and inspected your return, we'll notify you whether your refund has been approved.

Approved returns that are not the result of our error are subject to a 15% restocking fee.

Refunds are issued to your original method of payment, less any applicable restocking fees and any non-refundable shipping charges.

Please allow up to 10 business days after your refund has been processed for your financial institution to post the funds to your account.

Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to us because of an incorrect or incomplete shipping address, or because delivery was refused, the customer will be responsible for any additional shipping charges required to resend the order.

If a refund is requested instead, the refund may be reduced by the original shipping charges, return shipping costs (if applicable), and any applicable restocking fees.

Lost or Delayed Shipments

Once an order has been transferred to the shipping carrier, delivery is the responsibility of the carrier.

If your shipment is lost or experiences an unexpected delay, please contact us. We'll gladly work with you to investigate the shipment and assist with the carrier's claims process where applicable.

While we make every effort to ship orders promptly, delivery dates are estimates and cannot be guaranteed. Creators Journey is not responsible for delays caused by shipping carriers, customs, weather events, labour disruptions, or other circumstances beyond our control.

Wholesale & Custom Orders

Wholesale and custom orders require full payment before production or fulfillment begins.

Unless otherwise agreed to in writing, wholesale and custom orders are final and cannot be cancelled, returned, or refunded once the order has been confirmed.