FAQs
Got a burning question? You may find the answer here! If not, feel free to reach out to us and we'll be happy to assist you.
How can I contact Lark Artisan Supply?
Phone: 250.701.6506
Email: hello@larksupply.ca
Location: Victoria, BC, Canada
How do I use my points?
Your points may be used on fragrances oils at any time other than during sales! Promotions cannot be combined.
Can I return a product if I don't like it?
Unfortunately, all sales are final. We do not accept returns on any products unless we have made a mistake when shipping. We encourage you to try a sample size before buying a larger quantity to see if the fragrance is agreeable to you. Our fragrance oils are considered a specialty item, and for sanitary reasons, we cannot accept returns or offer product exchanges.
How do I request a custom scent?
Have an idea for a one of a kind scent? Want to dupe a scent that you love? We can help you create the fragrance you're dreaming of.
To help you develop a scent, we require a physical sample of the fragrance you love, or of the product that's inspiring your genius fragrance idea. At least 2oz is needed, but the more you can send us, the better. Once we receive the sample from you, we'll provide it to our perfumer for evaluation and recreation. We'll invoice you for the shipping of the sample.
If you'd like your fragrance masterpiece to remain exclusive to you, there's a minimum order of 30lb. If you're okay to share, and we decide that the scent would be a good addition to LARK's collection, no minimum order from you is required.
Ready to create a fragrance with us? Email us at care@larksupply.ca with your idea and we'll let you know your next steps.
What if I want to cancel my order?
Cancelations welcome as long as your order has not shipped. Due to the recent policy changes by all credit card companies, there will be a 10% processing fee for any order cancelation. Please ensure your order is correct before submitting.
How long does it take to process an order?
Please allow 2-5 business days for orders to be processed. However, 10 lb and 25 lb fragrance oils may take up to 3 weeks to ship. If you have any questions about your order, feel free to contact us at hello@larksupply.ca.
Do you offer free shipping?
Yes, we offer free shipping for orders over $250CAD ( item quantities 20 lbs or over). 10 lb and 25 lb fragrance oils also qualify for free shipping. Please note that free shipping is only available for physical shipping addresses and does not include Rural Route or PO Box addresses.
What are the shipping options for international orders?
We offer international shipping options. Insurance is available for purchase at checkout to protect against lost or damaged items during delivery. If insurance is not purchased, LARK is not responsible for any damages or loss once the order leaves our facility. You are responsible for shipping as well as any duties and fees associated with their order.
What should I do if my package is lost or damaged?
If you have purchased shipping protection, please contact us at hello@larksupply.ca and we will assist you. Your package must be marked as damaged or lost by the shipping agent before a replacement can be sent. If shipping protection was not chosen, unfortunately, we cannot replace the damaged or lost products.
How do I track my package?
Once your order leaves our facility, you will receive an email with your tracking number. What you see is what we see, if there are any issues with tracking, please contact the delivery service for any questions or concerns regarding the whereabouts of your package.
What happens if I refuse a delivery because of duties or import fees?
If a package is refused or returned because duties, taxes, or import fees weren’t accepted or paid, a refund (if applicable) will only be processed once the parcel is returned to us and checked over.
Please note that we’ll need to deduct:
-The actual shipping cost (even if your order originally qualified for free shipping).
-Any return shipping, carrier fees, customs, brokerage, or storage charges billed to us because of the refusal.
No refund can be issued if the carrier doesn’t return the goods to us, or if they arrive damaged or unsellable.
If you’d like the order reshipped after a refusal, any outstanding fees plus new shipping charges will need to be paid first.
What if there is an issue with my order?
If there are any issues with your order, please notify us within 5 days after delivery. You can reach us at 250-701-6506 or hello@larksupply.ca.