Every order is packed by hand and checked before it leaves us. If something still arrives wrong, we will make it right — here is exactly how that works, and what we can and cannot do.
Damaged, leaking, or incorrect orders
Contact us within 7 days of delivery and we will replace the affected bottles or refund them in full, whichever you prefer. A photo of the bottle and the box helps us settle it in one message and lets us take it up with the carrier. There is nothing to ship back to us — please keep or safely discard the damaged bottle.
Unopened bottles and changes of mind
Olive oil is a food product. Once a bottle has left our hands we cannot verify how it has been stored, so for health and safety reasons we do not accept returns on it — every sale is final. If you have changed your mind, write to us before your order ships and we will cancel it and refund you in full. Orders placed before noon usually go out the same day, so please be quick.
Parcels that are late or never arrive
Once your order is with the carrier, delivery times are theirs rather than ours, and the occasional parcel does go quiet for a few days. If tracking has not moved for a week, or the carrier has marked your order delivered and you do not have it, tell us. We will open a trace with them and stay on it until it is resolved — we do not leave you to chase it alone.
How to reach us
Email lydeliaoliveoil@gmail.com, call 438-938-1091, or use the form on our contact page. To help us answer on the first reply, please include:
- your order number and the email address you ordered with;
- which bottles are affected, and how many;
- a photo of the bottle and the outer packaging, for anything damaged in transit.
Refunds
Once we have agreed a refund, it goes back to the payment method you used at checkout. Our side is processed within two business days; your bank or card issuer usually takes another five to ten before it shows on your statement. Shipping is refunded whenever the fault is ours or the carrier’s.
Your rights under Quebec law
Nothing on this page reduces the rights you have as a consumer. Goods sold in Quebec carry a legal warranty of quality under the Consumer Protection Act and the Civil Code of Québec: what you buy must be fit for its purpose and last a reasonable time. If a bottle is spoiled, mislabelled, or not what was described, that warranty applies whatever this page says, and we will honour it.
Questions
If you are unsure whether something is covered, ask us before you assume it is not. We are a small family operation and we would far rather hear about a problem than have you quietly disappointed. See also our terms of service for the wider conditions of sale.