Where are you?
We are located in the Junction neighborhood of Toronto at:
3010 Dundas Street West
Toronto, Ontario, Canada
I have another question. How can I get in touch?
Send us an email to firstname.lastname@example.org or call us at 416-766-9633 and we will be happy to answer any questions you may have.
I’m not sure what to buy, can you give me advice?
Sure, send us an email with your questions and preferences to email@example.com Please include as much information as possible so we can better help you (skin/hair type, concern, budget, negative/positive past experience with products, concerns about specific ingredients, etc.)
How do you reduce waste in your store?
Our goal here at the Pretty Clean Shop is to reduce waste as much as possible in all of our practices as a team. We reuse the packaging that we get from our suppliers for packing our own shipments to customers, storage, and upcycling-purposes (see our lovely cardboard holiday window display!). The tape we use for shipments is recyclable paper tape with water activated adhesive, but any plastic tape we receive on shipments is reused in-store. We receive our rubber bands by donation to be used in packaging. All of our refillables for home cleaning and body care come in 20L jugs that are returned to our suppliers to be refilled and reused. All of the props and furniture in our store has been repurposed from other uses (oftentimes, our furniture is found on the side of the road, and we love those curbside finds!). In addition, our staff uses reusables for our personal food and drinks.
What happens to the containers you receive products in?
We reuse the packaging from our shipments whenever possible for storage and order shipments, including any cardboard boxes, paper, tissue, and corn-based packing peanuts. For our bulk goods, we return all tubs that we receive in order to be refilled and returned to our store. Anything that cannot be reused or refilled is repurposed, donated, recycled or composted whenever possible.
I would like to try out some products first. Do you provide samples?
If you visit us in store, we have testers for most of our products for you to test on the spot. We also offer mini samples of certain products, such as our foundations, which you can purchase for a small cost to test out at home.
Do you include samples with orders?
We do not typically include product samples with orders unless purchased or part of a promotion. There is an element of cost, but mostly, an element of avoiding waste.
Are you doing refills? Why can’t I bring my own containers to refill?
In light of the pandemic, and in compliance with health and safety guidelines related to Covid, we have had to make some temporary alterations to our refilling procedures. You can still do refills, in a modified format. For the time being this means it is not possible for you to bring your own containers to refill in the store.
In place of our old system we now offer bottle swaps. Bring in your empty container (mason jars, bottles, etc.) that you bought from us and we will give you a new one full of the product you desire for the cost of the product excluding the container. Why? Our store is very small, and this is the best way we can ensure proper cleaning, sanitization and drying of containers before refilling them, we minimize touch points with the customer, and the process is faster, which means less time in the store waiting for refills. It allows for a better customer experience and flow.
I’m new to refilling, where do I start?
The easiest products to start with are laundry, dish and hand soap, shampoo, shower gel, conditioner. As soon as you’re ready, you can move on to butters, creams, face products. The sky is the limit!
What products do you sell refills for?
We sell refills for a wide variety of home, body, hair, skin, makeup, and DIY products. Check it out here.
Do your products expire?
Our suppliers make it a priority to ensure freshness and long lasting shelf life. But bear in mind when you are purchasing natural products, its contents are perishable. If it smells funny or the colour does not look right, please do not use the product. We will replace anything that looks as though it has turned and was bought within the last 14 days.
Accounts, Payments, Pricing, Promotions:
Do you offer discounts?
We are a participating business with the Healthy Moms discount, which provides 10% off of most refill items with some exceptions.
We often run specials, so check out our sale section in-store and online, and subscribe to our newsletter for first access to promotions.
I forgot my account password. What should I do?
If you’ve forgotten your password, click the Forgot your password? link on the Login page and it will send you an email to prompt you to create a new password. If you did not receive an email, it is possible that your account is associated with another email or there was a typo. Feel free to reach out to us at firstname.lastname@example.org for further assistance.
How can I purchase a physical gift card?
We do not offer physical gift cards at this time. When you purchase a gift card, you will receive it in electronic form through email, and you can use your personal gift card code for your in-store and online purchases. If you happen to be at the store, we can give you a cardboard gift card to present your loved one, but you will still need that electronic confirmation!
I can’t find my gift card code. Is there anything I can do?
Contact our store through email or phone, or visit us in person, and provide us with your name and email.
How can I check the balance left on my gift card?
The email that you receive with your gift card will update automatically every time you make a purchase. If you’d like to check the balance, just check the email! If you use your gift card in-store, we can also check the balance for you.
Do gift cards expire?
Nope! Gift cards do not expire.
Do you have a rewards program?
We currently do not offer a rewards program. Coming soon - we’re working on it! Stay tuned.
Where is my package?
Once your order for shipment has been processed by Canada Post, you will receive an email with your tracking number along with subsequent emails for shipping updates. You can contact us for further assistance, if necessary.
Where is my order?
Once your order for local (Toronto) delivery has been processed by our team, you will receive an email notice. Once your order has been delivered, you will also receive an email notification. You can contact us at any time for specific information on local delivery dates, as our deliveries are sent out on different days depending on your neighbourhood.
Can I return my purchase?
We want you to be totally satisfied with your purchase. And we understand that you may receive an item as a gift and this item just isn’t right for you.
If that's the case, a full exchange or store credit will be gladly offered on unopened, unused or undamaged products within 14 days of purchase. Refillable products cannot be returned. Goods must be returned in sealed condition, with all original packaging. We do not offer refunds.
We regret that we cannot offer exchanges or credit on goods that have been opened or used. However, if you are not satisfied for any reason, please contact us and we will work with you to ensure that you are happy with your experience.
There is an issue with my order. What should I do?
Please contact us at email@example.com if you have any issues with your order and we will be happy to solve your problem quickly and efficiently.
My shipment is damaged. What should I do?
Once your shipped order arrives, please inspect the package for any damages that may have occurred during travel. The outer package/box may have some wear and tear, but if your items inside are damaged in any way, please contact our team at firstname.lastname@example.org.
Do you ship orders in the mail?
Yes we do! All orders are sent by Canada Post within 2-3 days. If you need to inquire about international delivery costs please send us an email to email@example.com and we will promptly respond.
Can I get free delivery?
Orders under $175 have a $8 flat fee delivery charge for Toronto and GTA. Orders over $175 have FREE DELIVERY within the GTA.
Can I place an order for curbside pickup?
Yes! Just let us know this is your preference and we are happy to have your order packed up and ready to go for when you arrive at the shop.
Can I combine discounts?
Sorry, but gift cards cannot be used in combination with any other promotions.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted online.
Need to update or cancel an order?
Send us an email at firstname.lastname@example.org as soon as you can if you need to make alterations to your order.
What are your returns/exchanges policies?
Some of our items are final sale and cannot be returned. All other items can be returned unused and unopened to Pretty Clean Shop for store credit within 14 days of purchase. We do not offer refunds.
Do your products expire?
Our suppliers make it a priority to ensure freshness and long lasting shelf life. But bear in mind when you are purchasing natural products, its contents are perishable. If it smells funny or the colour does not look right, please do not use the product. We will replace anything that looks as though it has turned and was bought within the last three months.
What is the shipping rate?
Shipping to Ontario and Quebec $15 (outside of GTA)
Shipping rest of Canada $25
Applicable to orders up to $175, before taxes, Canada wide.
Orders over $175 have FREE DELIVERY within the GTA.
How long does it take to ship?
If you order a product for local (Toronto) delivery, your item could take anywhere from 1-7 days to arrive depending on your specific location and date of ordering. If you order a product to be shipped outside of Toronto, they are packaged by us and sent through Canada Post within 2-3 business days.