Frequently Asked Questions

Here are the most asked questions. You cannot find the answers to your question, please fill out the contact form on the right and we will get back to you as soon as possible.

1 My account
1.1 How to delete my account ?

You want to delete your account, no problem, contact our Customer Service at [email protected] and we will take care of it for you.

1.2 How to create an account on the website ?

Go to the home page and at the top right click on register.

You just have to fill in the fields with your contact details, determine a password and validate.

You will receive an account creation confirmation email.

1.3 How to change my personal information linked to my account ?

Go to the home page and at the top right click on My Account and log in with your credentials.

Once connected to your Dashboard, you can change your address, email, phone.

1.4 How to retrieve a lost password ?

Go to the Home page and at the top right, click on My Account.

Enter your username and click on Forgotten password.

You will receive an email with the procedure to recover your password.

1.5 How to change my password ?

Go to the Home page and at the top right, log into My Account.

Once logged in on your Dashboard, you can change your password.

2 Shipping
2.1 How much does shipping cost ?

You can always enjoy free shipping on orders of 50$ or more, before taxes and after a discount code is applied. For orders less than 50$, we have a flat rate of 8$, whatever the value of the package or the shipping destination. 

2.2 How to track my order ?

Once your order has been validated and shipped, you will receive a notification email with a Canada Post tracking number to be able to track your delivery.

2.3 What are the shipping costs ?

Shipping costs are $ 8 for each order in Canada. Our prices are subject to change without notice.

Delivery charges are free for all orders of $ 50 or more before taxes.

2.4 What are the shipping times ?

It takes 2 working days for the preparation of the order, followed by 3 to 10 working days for delivery by Canada Post.

We cannot guarantee delivery times, especially during peak periods of traffic.

Canada Post makes every effort to deliver customers as quickly as possible.

Legal holidays in Canada are not included in the working days.

2.5 How to return or exchange a product ?

For hygiene reasons, it is unfortunately not possible to return or exchange products.

However, if you receive a defective or broken product, please take a photo and contact Customer Service immediately.

2.6 Is it possible to send my order to a different address than my home ?

When you place your order, you can change the delivery address to put the one you want. Just make sure that the billing address matches the one registered to your credit card.

3 Payment
3.1 Is it safe to use my credit card on the Equivalenza website ?

Yes, all information related to your order, including the online payment by credit card, is protected. When you place an order using your credit card, the information is secured and encrypted as it is exchanged using the secure SSL connection. You can purchase online safely!

4 Products
4.1 How are elaborate your perfumes ?

Our perfumes are made with vegetable alcohol and fragrance in accordance with the standards of the Vegan Society of the United-Kingdom.

We apply a specific policy regarding chemical ingredients that may harm health and the environment.

We respect the compliance with the criteria of the International Fragrance Association (IFRA) to guarantee he safe use of fragrances.

 

4.2 How to get more information on the products and how to use them ?

You get all the information about the products and their use by clicking directly on the products on the website.

4.3 How to get the composition of the products ?

In the product description, you find all the information about the ingredients.

You can contact as well the Customer Services to have the information.

4.4 Pourquoi mon produit est discontinué ?

Nous souhaitons offrir, en permanence, aux clients des nouveautés ce qui nous amène à renouveller régulièrement nos produits et nos collections.

4.5 Why is my product discontinued ?

We want to constantly offer customers new products, which leads us to regularly renew our products and our collections.

4.6 What is the origin of your products ?

Our perfumes are made in Spain and our range of cosmetics are made in Italy and France.

4.7 Are your products tested on animals ?

None of our products are tested on animals.