Q&A Archive/FAQ’s

Shipping and Ordering:

1. Purchase, Shipping and Ordering Information:

The fastest and easiest way to your Olivier products is to shop on-line. We have created a site filled with tips and easy ways to help you choose which products are right for you.  Shop by Product Category, Skin Type or Skin Concern.

We ship FREE within Canada and the US on all orders of $75 or more before applicable taxes through Canada Post or UPS.  Shipping-time depends on location, while we can’t guarantee arrival times, you can usually expect your order within 2-5 business days. US orders may take a couple of extra days to clear at the border.

Our products are guaranteed. For more informational and service after you receive your order, please contact us by phone or email. Our goal is to ensure you are well taken care of and happy with your Olivier experience.

2. Return Policy

Currently we offer an 100% refund policy for product in original packaging return to the factory in 30 days. Shipping charges is NON-refundable. The buyer is responsible for the return shipping costs.

3. Do you ship to the US?

Currently we offer FREE SHIPPING anywhere in Canada and the US. For shipments to the US, duty/disbursement fees, taxes, and brokerage fees will apply.

*For orders under $200 to the US, only a $10 disbursement and 6.5% duty on your total order applies. Anything over $200 will have applicable brokerage fees. For example: If your order is $80, your fees will be $15.20 to receive the order. Because of this cost to you, the freight is on us. (Estimates only)

*Disclaimer: as shipping policies are dictated by government trade policies, this is not within the control of OLIVIER to adjust. Please visit: (link to cross border) for the most accurate applicable charges for your order.

For Express Shipments:

Orders Shipped within Canada a flat rate of $40 will apply

Orders shipped to the US a flat rate of $50. Will apply

4. Do you have catalogues?

Because we are committed to minimizing waste, we do not offer catalogues outside of qualified wholesale inquiries. You can shop our products to discover a full line of skin care suited to the needs of each individual. For further assistance regarding what products suit you best, we have provided a product matrix, in PDF format. You may also contact us directly through live chat, by phone or email.

5. Is your site secure?

Olivier is careful to protect your data and information while shopping, and wants to assure any shopper that purchasing products on the Olivier site is safe. We use an SSL (Secure Sockets Layer) Certificate to make sure the information you share on the site is secure. This certificate allows for secure connections from our website to your Internet browser. So you can shop worry free with Olivier!

Product Info:

6. Where are your products made?

Our products have been made in Ste-Anne-de-Kent, NB since the company’s foundation in 1996. While our manufacturing facility has grown in size and capacity, we maintain an economic responsibility toward our community. We continually search and innovate new ways of improving everything we do, including manufacturing.

7. What is the shelf life of your products?

Invite one of our soaps into your bathroom and you will be rewarded with loyalty. It will stick around 2-3 times longer than the average mass-produced soap. It has a long and healthy shelf life. In fact, our soaps improve with age. Our creams and lotions, rich with fresh ingredients, are recommended for use within 6-12 months. Products should be stored in a dry, cool place, out of direct sunlight, below 25° degrees.

8. Do you use preservatives?

In our creams and lotions, we use a Phenoxyethanol and ethylhexylglycerin.  Phenoxyethanol is a globally approved preservative and is one of the least irritating preservatives on the market. It is a colorless, clear, oily liquid and occurs naturally in green tea. Additionally, phenoxyethanol is a glycol ether.  Ethylhexylglycerin is derived from vegetable oil and compliments phenoxyethanol. Phenoxyethanol and ethylhexylglycerin are both accepted by Health Canada and are used in Olivier products at a very small percentage.

9. How are your products scented?

All products found by Skin Type and Skin Concern have NO FRAGRANCE. Any product found in the categories of Cream & Lotions, Serums & Oils, Scrub, Cleansers & Toners, Natural Soap and Soaps with essential oils do NOT contain fragrance. They are scented with essential oils and coloured with natural pigments.

Although we believe that synthetic fragrances are unsafe for your health, we were able to source high quality designer fragrances for those of you that prefer more complex scents. You’ll find these products listed under Fragrance Soap and Bath (Bath Balms: Cranberry, Musk, Him, Pear, Jasmine & Lavender contain fragrance. The rest of this category is not fragranced)

*Fragrance products are not recommended for dry, sensitive, and oily/combination skin types, nor for babies or anyone with mild or severe eczema, psoriasis, and rosacea.

10. Why do some of my products from Olivier separate?

Because we don’t want to over-emulsify your products, sometimes oil will float at the top (or bottom, depending on the product) of your bottle. This should not concern you whatsoever. Simply give your lotion or shower gel bottle a shake, stir your creams with a spatula, and you’re good to go. The trick is to use our Creams & Lotions every day!

11. How can I find out what products are right for me?

We have a range of educational tips and ways for you to determine what products best suit your needs. Visit Skin Care 101 or click to download this simple Product Matrix reference guide.

12. Can I be advised of new products or promotions?

YES! Sign-up here to receive information about new products and exclusive offers. Links to: Email/Newsletter Sign-Up/Join Us on FB/Twitter-links.

13. What can I use for Dry Skin?

Many of our products were created out of demand for quality, all natural products that could help heal and sooth dry skin. We encourage you to browse our products by Skin Type and familiarize yourself with products listed under Dry Skin and Sensitive Skin Types. We also have suggested regimes for symptoms associated with Eczema, Psoriasis and Acne-Dry skin. Products listed here by Skin Concern can help. For more information, you can also learn more through our Skin Care 101.

14. How often should I exfoliate?

Once weekly if you have sensitive skin. Twice, or three times weekly if you have   dry, normal or oily skin. Shop Scrubs for your best option.

15. Are your products safe for pregnant women?

We recommend unscented products while expecting or breast-feeding. You’ll find our unscented products in our All Types. Click here for a list of essential oils to avoid during this precious time.

16. Are Olivier products safe for babies and children?

YES. We do recommend only using products, which do not contain fragrance. Our soaps are not tearless so please avoid eye contact.

17. Do you have products that can cure conditions like Eczema or Psoriasis?

No. We never make claims based on serious skin conditions such as these (and others). While we have done our best to recommend products that have been known to help relieve symptoms associated with these and other skin problems, it is always with the caution that you see a doctor or be referred to a dermatologist for proper assessment and to discuss treatment options. For; regimes, which have been known to give relief and help symptoms, please shop under Dry Skin or go to products listed under Skin Concerns for Eczema and Psoriasis.

18. Are your products organic?

While we are natural, our products are not certified organic. We are continually looking for ways to improve our products. Part of this involves analyzing each ingredient list and where possible looking for the alternative organic ingredient. This is an ongoing process. We will continue to work with the mindset that we want the very best for our customers, both in terms of quality and price.

19. How do you test your products?

Certainly not on animals. We test our products on ourselves, our friends and family. We sometimes reach out to our clients for testing our new products. We also work with various external consultants, including chemists to ensure we maintain the highest standards of safety and quality.

20. Why INCI names?

You will notice in the coming months that we will be changing our labels to reflect Health Canada’s regulations, which require all products to have INCI names. INCI stands for International Nomenclature of Cosmetic Ingredients and is mandatory in order to have an international common language. All of the natural, fresh, rich ingredients are still there, only now they are labeled to international standards. For a complete list of what each INCI name means in common terms, click here. (PDF of INCI names to common names)

21. Do you have an environmental policy?

We do. But it’s more than a written policy. It’s a way of conduct. From the choice of our ingredients, to the way we manufacture and go about our administrative day-to-day stuff, we are all conscious of the choices we make.

Skin Care 101

Take our quick quiz to determine what Olivier products we recommend to match your particular skin type.

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