Order $60 or more (before taxes) to get free shipping.

Frequently Asked Questions

  • Where are we located?

    We are located in Montreal, Quebec, Canada.

  • What do we sell?

    We offer different aromatherapy items and natural oils, such as: Essential Oils, Vegetable Oils, Massage Oils, Lip Balms, Hand Balms, Fragrance Oils, Diffusers, Pet Care Products, and much more.

    If the product you are looking for is not there, let us know and we will find it for you.

  • Why buy your products online?

    Save yourself from traffic, running around the city and finding parking. From the comfort of your living room, you can shop what you need and enjoy a relaxing and easy shopping experience.  Your experiencing problems on the platform our friendly customer care people are here to help. We have a massive selection of products to suit every needs. We also offer quick shipping across Canada.

  • Which methods of payment are accepted?

    Visa/Visa debit, MasterCard/Mastercard Debit, American Express, PayPal.

    We can only accept Canadian and American credit card numbers. We’re unable to accept cheques or money orders, and obviously you can’t pay cash.

  • How old do you have to be to order?

    To order on dusenza.com, you must be of the legal age as defined by your province. If you’re not an adult, we ask to have a parent or guardian make the purchase for you.

  • How does it work with tax?

    Taxes are charged based on the final destination, province or territory, where the order is being shipped. Once your order is complete, taxes will calculate automatically in your cart based on the delivery address.

  • How do you know when your order is confirmed and being processed?

    Once your order is complete, you’ll receive an order confirmation email from us to let you know that we received your order. Once the order is ready and ships, you’ll receive one more email to let you know. If you don’t receive an email confirmation for your order, check your “Spam” or “Junk Mail” folder. It happens sometimes some email providers send our emails there. At any time feel free to call us to confirm your order or check on its status, we’re always happy to help!

  • When do you get charged for your order?

    You get charged as soon as you complete the order process and confirm payment.

  • How do I get the status of my order?

    Upon payment confirmation of your order, you’ll receive a notification by email. This email will indicate when we received your order, when your order is being processed, and when we estimate shipping your order from our shipping center. Once the order leaves our shipping center you will get another email which will contain tracking info. We invite you to contact our customer service at any time if you have any questions. Please ensure to have your order ID, which will accelerate the process and help us find your order quickly.

  • How to cancel an order?

    If you want to cancel an order after you’ve placed it, we will do our best to help you. Note that order cancellation is time-sensitive, you need to reach out to our customer service staff as quickly as possible, either by phone 450.465.2230 #611 or by email [email protected]. Please ensure that you include your order number in your email, and/or have it in hand if you are phoning in. *Please note, that once your order moves into processing, we may not be able to cancel it as it may have been picked or shipped already. If this situation occurs, we can help facilitate the return upon delivery.

  • Can you make changes to an order that has already been placed?

    We ask that your please triple check your order before confirming it as we can’t add additional items or edits any details once your order has been placed. If you have made an error in your order, you need to reach out to our customer service staff as quickly as possible, either by phone 450.465.2230 #611 or by email [email protected].

  • How not to lose items in your cart?

    If you have an DuSenza account and you are logged in, then items you add to your shopping cart will always follow you on any browser and computer on which you are logged in your DuSenza account. The items will only be removed, either when you check out, or remove them from your cart manually. Note that if you are not logged in to your DuSenza account, items may not be there if you leave the site and comeback. It’s always better to create an account or login before to add items in your cart.

  • The item you want is sold out. What to do?

    We apologize for the inconvenience. While we can be 100% sure as to when the item will be available again, we will do our utmost to have them quickly. We therefore suggest that you check the site often so that you can order when the product is back in stock.

  • Is creating an account mandatory to order?

    Considering all communications pertaining to your order is managed automatically by email, it is mandatory to have an active account before placing an order.

  • Order history?

    When you log in your DuSenza account, you just need to go over to the order history menu to review all your past orders!

  • Where do we ship?

    We provide a fast-shipping service everywhere in Canada. We work with all major freight and parcels services; Canada Post, UPS, FedEx, Purolator, Canpar, GLS, and more.

  • How much time before your order arrives?

    We require 1 to 3 business days to process your order and get it shipped out. Once the order is ready and leaves our warehouse it’s in the hands of the freight companies and we unfortunately don’t have control over the delivery schedules. You can track your order* with your shipping confirmation email in which you will find the tracking number.

  • How to track an order?

    If you want to track or get the status of an order or have any questions, please feel free to contact our customer service agents and we will be happy to assist you.

  • Return policy, can you return stuff?

    Returns are accepted but only for unopened products and up to 30 days after the date of purchase. If a product is open or has been used, or for any items marked as non-refundable on the product page then products cannot be return and will not be refunded. If products are returned to us without prior approval, they will be disposed, and no refund will be processed.

  • How to make a request to return a product?

    In order to make a return and /or get a refund you will need to contact our customer service staff, either by phone 450.465.2230 #611 or by email [email protected] .

  • What type of security measures we have?

    Your privacy and protection are at the core of our priorities. We use an encryption system for all communications between you and our servers with regards to any information about your identity and financial details. We monitor data at all times to ensure all information is secure and protected.

  • Alternatives if you don’t want to use your credit card.

    We offer many forms of payments, and if you don’t want to use your credit card you can use the following alternatives: PayPal or Visa Checkout. Note that all orders must be done online and that we do not take any order over the phone.

  • Do you remember my credit card number?

    For a safer experience and to make sure no financial information can be compromised we do not keep your credit card or payment method information on our website.

  • You want to change the email address on your account?

    If you want to make changes to your account including email address, please contact our customer service staff, either by phone 450.465.2230 #611 or by email [email protected] .

  • What’s the content of the newsletter, and how does it work?

    The newsletter, or email communications, may contain rebates, promotions, contests, updates on the company, changes to the website. updated product information, and other specials. When you create your account, you’ll be prompted to subscribe, if you want you can check the box to say yes. If you don’t want any newsletter, you just leave the box unchecked. If you’re having issues don’t hesitate to reach out to our team.

  • Manufacturer's coupon?

    We don’t accept manufacturers or other companies’ coupons.

  • Order arrives damaged!

    If your order arrives and it’s damaged, please contact our customer service staff, either by phone 450.465.2230 #611 or by email [email protected] .

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