FAQ
ORDERS & SHIPPING
How can I track my order?
As soon as your order is shipped, you will receive an email with a tracking number. You can also track your order from your customer account on our website.
What are the delivery times?
- Canada: 3 to 9 business days
- USA: 5 to 10 business days
- Delivery times may vary during holidays or high-volume periods.
Is shipping free?
- Canada: Free for orders over $200 CAD.
- USA: Shipping fees are automatically calculated at checkout. There is no free shipping to the USA.
My package is delayed or lost. What should I do?
Contact us at support@vingtneuf.ca with your order number. We will investigate with the carrier and provide you with a quick solution.
Do you ship internationally?
Currently, we only ship to Canada and the United States.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. We do not accept bank transfers, Interac, or cash.
Can I modify or cancel my order after it’s placed?
To ensure fast shipping, orders are processed automatically. Once confirmed, they cannot be changed or canceled.
How do I apply a promo code?
At checkout, enter your promo code in the designated field and click 'Apply'.
Do I have to pay taxes?
Yes. Taxes are calculated based on your shipping address and displayed before payment.
RETURNS & REFUNDS
Do you accept returns?
For hygiene reasons, we do not accept returns of opened or used products. Please refer to our Terms & Conditions for full details.
Do you offer refunds?
Yes, under certain conditions. Approved refunds are processed within 5 to 10 business days. Please review our Terms & Conditions for details.
What if my product arrives damaged?
Contact us immediately at support@vingtneuf.ca with photos of the product and packaging. We will offer a suitable resolution.
PRODUCTS, INGREDIENTS & MANUFACTURING
Do you only offer skincare products?
No. Vingt-Neuf offers targeted treatments for face, body, and hair. Our hair care line includes potent ingredients like biotin, rosemary oil, and ceramides.
Why is glutathione a key ingredient?
Glutathione is a powerful antioxidant that helps reduce the appearance of dark spots, evens out the skin tone, and enhances natural radiance. Our products are not whitening or depigmenting—they respect your skin’s natural melanin and aim to brighten your complexion safely and effectively.
Are your products suitable for demanding women?
Absolutely. Our formulas are designed for active, elegant, and ambitious women who expect visible results, high-quality textures, and premium performance.
Are your products suitable for sensitive skin?
Yes. Our products are formulated for all skin and scalp types, including sensitive ones. A patch test is always recommended.
Where can I find your ingredients list?
You’ll find the full INCI list printed on each product box. These may evolve as our formulations are continuously improved.
Why are your products manufactured in China?
Our products are conceived, developed, and tested in Canada, and manufactured in China in ISO-certified laboratories.
This choice is deliberate and strategic:
- China is the global leader in advanced cosmetics manufacturing. With some of the most cutting-edge R&D labs, it surpasses many Western countries in terms of innovation, precision, and production technology.
- Our partner factories meet Canadian, European, and international quality standards.
- Each batch undergoes rigorous safety, stability, and performance testing.
- Chinese manufacturing enables us to deliver ultra-performing, luxurious products at accessible prices.
Choosing China means choosing excellence, not compromise. We apply strict Canadian quality controls every step of the way.
CUSTOMER SERVICE & CONTACT
How can I contact you?
Via email at support@vingtneuf.ca. We respond within 24 to 48 business hours.
Do you have a phone number?
Yes, but all inquiries are handled by email to ensure professional follow-up and traceability.
Where can I buy your products?
Exclusively online via our official store. Pop-up events and partnerships are coming soon.
OTHER QUESTIONS
Can I become an ambassador?
Yes! We love working with passionate women. Reach out to us on Instagram (@VingtneufCanada) or by email to join our ambassador program.
How do I choose the right product for me?
Each product page offers detailed descriptions. For personalized advice, visit our beauty blog.
Do you offer samples?
Not yet, but exclusive sample offers are coming soon.
Can I use your products during pregnancy?
Our products are cosmetic, not therapeutic. Please consult your physician before use during pregnancy or breastfeeding.
Why choose Vingt-Neuf?
Vingt-Neuf offers:
- High-performance, intelligent formulas developed in Canada
- Premium sensorial textures for real, lasting results
- Full transparency and exceptional customer care
- A strong identity for ambitious, confident women
- A blend of Canadian standards and global innovation, all designed to empower your beauty