FAQ
In-Store Return Policy
We feel very confident in the skin care products that we have chosen to offer you. We are happy to accept unopened, unused products for a full refund or exchange within 7 days of purchase. After this time, we will happily offer you a store credit.
Due to the nature of our products, we cannot accept returns on products that have been opened.
Products of intimate nature such as, deodorant, sweat powder, soaps, lubricant etc. are final sale and cannot be returned.
Gift cards cannot be refunded.
We do not offer returns on Special Orders.
In the case of an allergic reaction, please take a photo of the reaction and contact us immediately for more information.
Online Return Policy
If you are not satisfied with your purchase, please reach out to us directly and we will be happy to assist you. You may call 613-231-7022 or email info@oresta.ca.
In the case of an allergic reaction, please take a photo and contact us immediately for more information.
Please return your order in its original packaging.
We do not offer returns on Special Orders.
For further inquiries, please email info@oresta.ca.
Having trouble deciding which product in right for you? Take our SKIN CARE QUIZ.
Online orders will be shipped within 1-3 business days (Tuesday-Friday).
Alternately, they can be picked up at our Glebe location.
Orders will be ready for pickup within 3 days. You will receive an email notification.
You will be contacted when your order is ready to be picked up at Oresta Gallery (137 Beechwood Ave). Orders will be ready within a 24-48 hour time-frame during business hours. The wait time might increase during promotional periods.
Shipping
How long will it take for my order to arrive?
We do our best to get your order to you in a timely manner. We ship orders out within 2-3 business days. Orders within Ontario will arrive 2 business days later, orders within Canada within 5 business days and orders to Nunavut within 7-10 business days. These estimates might change based on shipping delays out of our control or if there is an influx of orders.
Do you ship overseas?
We do not ship internationally at this time. However, feel free to contact us at oresta3@rogers.com to inquire.
My order arrived damaged. What should I do?
In the case of a damaged shipment, either refuse delivery of the item or send a photo of the damaged package or product in its original packaging along with a message detailing the issue to oresta3@rogers.com. We will do our best to resolve any problems in a timely manner.
I need my products ASAP. Can I pay extra for overnight shipping?
Please contact us during regular business hours and we will do our best to accommodate you.
Who is your postage provider?
ORESTA ships through the fastest parcel service available. All parcels are insured with $100 policy.
Is my order insured?
Yes. We offer a standard $100 insurance.
Gift Certificates
Are gift certificates transferable to another recipient?
No. Gift certificates must be used by the person they were purchased for.
Can in-store gift certificates be used online?
No. All in-store gift certificates must be used in one of our brick and mortar stores.
Can online gift certificates (16 Digits) be used in store?
Yes! Gift certificates purchased online are valid at any of our three ORESTA locations as well as our online store.
When does my gift certificate expire?
Never! Our gift certificates do not have an expiry date, however all gift certificates must be presented physically in order to be valid.
I have an old gift certificate for a service before the price increase. Do I have to pay the balance?
Although gift certificates do not expire, should the price of a service increase, the value of the gift certificate will be honoured for one month after the increase. Should the gift certificate be used at a later date, the increase difference will be charged to the recipient upon check out.
Can I use a gift certificate at a location other than the one it was purchased at?
Yes! If you are booking a service at a location other than the one on the card, please mention where it was purchased when you book, for a quicker checkout.
I have a gift certificate for a service, but would rather buy product. Can I?
Absolutely! Gift certificates may be used on product or service.
Can I get a refund for a gift certificate?
No. All gift certificates are final sale, however they may be redeemed towards a product or service at any ORESTA location.
Spa Services
Spa Etiquette & Policies
Cell phones: To maintain a pleasant and relaxed atmosphere, please set your cell phone on vibrate/refrain from using it while in spa/store.
Children: In respect of your relaxation and the relaxation of clients, please do not bring children to your spa appointments.
Pets: In consideration to our customers/staff that may have allergies to animals, please refrain from bringing your pets to the spa.
Gratuities: In appreciation for outstanding service, gratuities may be offered at your discretion. Gift cards do not include gratuities. We accept cash gratuities ONLY.
Are there any contraindications for facial treatments?
Our facials are customized and are suitable for all skin types and concerns. You will complete a Client Card at your first visit to make your aesthetician is aware of any medications, skin treatments, or health concerns that may affect your skin. These include but are not limited to: retinol treatments, botox, fillers, hydroquinone, dermatitis, accutane, steroids, chemotherapy, laser treatments, pregnancy, and hormone replacements.
Do you do extractions?
Yes, our facials include extractions, however they will be performed at the aesthetician’s discretion and may be avoided on sensitive or inflamed skin, or on facial treatments involving peels.
Why do you ask for my credit card information when booking?
We are small spas. In order to secure your appointment time, a credit card number is required at the time of booking. Please note that your credit card information is stored securely. We have a strict 48 hour cancellation policy. Should you cancel with less than 48 hours notice, you credit card or gift certificate will be charged 50% of the appointment. Should you not show up for your appointment, you will be charged the full amount of your service on your credit card or gift certificate.
Certainly. Please mention this and provide your email address during booking and our staff will be happy to make sure you receive a confirmation email. We also send reminder emails prior to your appointment.
Allergies and Sensitivities
All of our products are 100% synthetic fragrance free and scented only with fruit and essential oil ingredients. If you are concerned about scent, choose ‘fragrance-free’ or ‘faintly scented’ products under scent while shopping. The unscented products contain no scent while the faintly scented products are hand-selected for their light unobtrusive scents.
Take note that many commercial skin care products labelled ‘unscented’ still contain fragrances which are used to mask and neutralize the natural scent of the ingredients. Instead, look for ‘fragrance free’ on labels.