FAQ

🚚 Delivery Update: Please Expect Delays

We want to let you know that all major delivery providers across Canada—including Canada Post, Purolator, FedEx, and UPS—are currently experiencing delays in some provinces due to ongoing service disruptions and high parcel volumes.

While we continue to ship orders promptly from our end, delivery timelines may be longer than usual. Unfortunately, we are unable to guarantee specific arrival dates at this time. We appreciate your patience and understanding—it means the world to us.

For the latest updates on your package, we recommend tracking your order directly through the shipping provider.

 

Are your products 100% “Natural”?

Our products range from 98% - 100% natural depending on the product. For the most accurate and up to date information, please refer to each products individual page.

We believe in using the best ingredients that will work. This means we use both natural and synthetic ingredients that are meticulously sourced and tested. As we are aware that consumers today are looking for natural, we believe using only 100% natural ingredients limits our formulations to be able to provide quality and 100% vegan skincare.

We do try to find natural ingredients to replace synthetic ones but have found there is no replacement, they do not work or cause allergies. We believe natural is not always better.

We will always note the percentage of natural ingredients of products in their descriptions, and will be updated as needed.

Ingredients that are not natural will be noted as * Synthetic.

If interested in knowing details of why we use both natural and synthetic ingredients, we have included a link below to our blog about the benefits.

Blog: Benefits of blending natural and synthetic skincare ingredients

 

Are your products vegan and cruelty free?

Yes, our products are 100% vegan and we only test our products on humans.

 

What is the longevity of your products?

Our products shelf life will range from 9 to 12 months which are clearly marked with an expiry date on the bottom of all containers as mm-yyyy.

As all our products contain a natural preservative, proper care should still be followed to help maintain its freshness. To keep your product at its best, avoid getting water into the container, and use clean, dry hands when applying. Be sure to close the lid tightly after each use and store in a cool, dry place away from direct sunlight or heat.

 

Do you ship worldwide?

Unfortunately, we currently only ship within Canada. We do hope to expand one day. Please subscribe to receive updates.

 

What are your shipping lead times?

Our products are made in small batches to ensure quality and freshness, with time built in for proper settling and stabilization. As a result, our typical lead time for shipping is 3 to 9 business days.

We’re based in Ontario, Canada, and all orders ship from Barrie, Ontario.
That said, we always aim to ship your order as quickly as possible, often sooner than the stated time frame.


Do you offer free shipping?

Yes, we currently offer free shipping on all orders over $60 (before taxes and after discounts). We will use the most reliable courier available. While delivery times may vary, we will aim to get your order to you as quickly and safely as possible.

Please note that our shipping policy may change from time to time as we grow or adjust for seasonal promotions. We always aim to keep it fair and transparent, and any updates will be clearly communicated.

 

Why was my order cancelled?

We're sorry your order was cancelled. At Olyanna, we reserve the right to cancel any order that appears to be:

·       Potentially fraudulent or high risk (as flagged by our payment processor or internal review)

·       A duplicate order

·       A result of abuse of promotional offers

·       Containing incomplete, or unverifiable shipping details, out of stock or unavailable items at the time of fulfillment

If your order was cancelled in error or you have questions, please feel free to contact us.

 

Are your products allergen free?

Though most of our products do not contain any allergens, we cannot 100% guarantee that ingredients may or may not have come in contact. All ingredients are listed in the products description. If you have any questions about ingredients, please email us below.

For your safety and peace of mind, we recommend performing a patch test before using any new skincare product. Apply a small amount to a discrete area, such as the inner forearm, and wait 24 to 48 hours. If irritation occurs, discontinue use. This simple step helps ensure compatibility with your skin.

 

Are your products fragrance free?

We specifically do not use fragrance oils or essential oils in any of our products. However, some products do have a slight scent that is natural from the ingredients. If you have questions, please email us below.

 

Why do ingredients or formulas sometimes change?

We believe in continuously improving our skincare. From time to time, you may notice small updates to our ingredient lists or formulations. These changes can happen due to new research, sourcing quality, availability of ingredients, or valuable customer feedback. Our promise is to always maintain the integrity, safety, and performance of every product we offer. For the most accurate and current information, always refer to the product label.

 

Do you use preservatives in your products?

Yes, we use a natural preservative. Preservatives are essential to keeping skincare safe, especially products with water. Our preservative is gentle, and approved to prevent contamination and extend shelf life without compromising skin health. However, care must still be taken when keeping your products safe and fresh by avoiding getting water into the container, and use clean dry hands when applying. Be sure to close the lid tightly after each use and store in a cool, dry place away from direct sunlight or heat.

 

Can your products be used on all skin types?

Our current products are formulated for sensitive, normal and dry skin. However, every skin is different. For your safety and peace of mind, we recommend performing a patch test before using any new skincare product. Apply a small amount to a discrete area, such as the inner forearm, and wait 24 to 48 hours. If irritation occurs, discontinue use. This simple step helps ensure compatibility with your skin.

 

Can children use your skincare products?

Our products are formulated for adult skin, with a focus on healthy aging and long-term wellness. While we use gentle, skin supportive ingredients, our formulations are not designed for children's skin, which has different needs and sensitivities. We do not recommend our products for anyone under the age of 18, and always suggest consulting with a pediatrician or dermatologist for age-appropriate skincare guidance.

 

 

 

If this list does not contain the questions and answers you are looking for, please email us below. This will also help us to grow and add to this list. Thank you.