HOW DO I PLACE AND ORDER FOR IN-STORE PICKUP?

When you find an item you'd like to purchase on aveda.ca, add the item(s) to your bag, then select "Buy Online Pickup In Store" in your shopping cart. You will then be able to select a store near you that has the items available and in-stock. You can select a store to pick up your order from by clicking Change Store. Any item that is available at a store near you is eligible for in-store pickup.

HOW WILL I KNOW WHEN MY ORDER IS READY TO BE PICKED UP?

Shortly after placing your order, you'll receive a confirmation email that details your item(s), pickup information, and payment methods. This does not mean your order is ready to be picked up. You'll receive a separate notification email when your order is ready at your selected store. Please wait for this notification before heading to the store to ensure your product(s) are ready to be picked up.

HOW LONG WILL THE STORE HOLD MY ORDER?

Once every item in your order is ready for pickup and you're received a notification email that your order is ready at your selected store, your order will be held for three days. Orders not picked up within this timeframe will be cancelled, and your method of payment will not be charged.

I CAN'T PICK UP MY ORDER RIGHT AWAY. HOW DO I REQUEST AN EXTENSION?

Please contact the store directly to request an extension.

WHAT SHOULD I BRING WITH ME WHEN I PICK UP MY ORDER?

Please bring your order confirmation email (print out or show on your mobile device) and a valid Photo ID. If you've selected to have someone else pickup your order (proxy pickup), they will need their photo ID and a copy of the order confirmation, which will be emailed to both the purchaser and the person designated to pick up the item(s). You can enter proxy pickup details at checkout.

WHEN WILL I BE CHARGED?

Your method of payment will not be charged until your order is picked up. While you may see a pre-authorization on your selected method of payment prior to pick up, this will not post to your account until you have retrieved your order.

WHAT HAPPENS IF THE ITEM(S) I HAVE SELECTED ARE NOT AVAILABLE IN STORE?

We have processes in place to reduce the scenarios in which inventory is not available in store, but there are circumstances in which one or more of your in-store pickup items may not be fulfilled. If we are unable to fulfill your item(s), you will receive an email notification informing you of the change to your order. You will not be charged for any item(s) that are not fulfilled.

WHAT IF I WANT TO RETURN OR EXCHANGE AN ITEM WHEN I'M IN THE STORE?

No problem, we will happily adjust your order when you arrive for pickup. If you do not want one or more item(s) for your in-store purchase, we will cancel those item(s) from your order and you will not be charged. If you would like to exchange an item for another, we will cancel the original order, and ring up the other item as a new purchase.

WILL I RECEIVE SAMPLES WITH MY IN-STORE PICKUP ORDER?

You may select samples in-store based on availability. You will not be able to select samples at check out for a "buy online, pick up in-store" order and if selected, you will see the samples removed from your cart.

AM I ABLE TO ADD PROMOTIONS / OFFERS TO MY IN-STORE PICKUP ORDER?

Please review terms and conditions for the selected promotion to establish eligibility for ‘Buy Online Pickup In Store’ orders. If a ‘Buy Online Pickup In Store’ order qualifies for the selected promotion, you will be able to apply the promo code. If you are enrolled in Aveda Plus Rewards, you will earn points for "buy online, pick up in-store" purchases and can redeem points based on in-store availability. You can also redeem points in store when you pick up your order.

STILL HAVE QUESTIONS?

Please message us or contact Online Customer Service at 1-800-644-4831.

WHERE IS MY AVEDA ORDER?

You will receive emails updates when your order is confirmed, picked-up, and delivered. Once the courier has picked up your order, you can track their location in the tracking link. The order tracking link can be found in your order confirmation email or by logging into your aveda.com account under Order History.

WHEN WILL I GET MY ITEMS?

You can select your preferred delivery window in Checkout, where you will have options for same or next day delivery, depending on time of order placement. Orders must be placed within 3 hours of store closing to be eligible for same-day delivery.

CAN I TRACK MY DELIVERY IN REAL-TIME?

Yes! The order tracking link can be found in your order confirmation email. You can also find the tracking link in your Order History by logging into your aveda.com account.

DO I HAVE TO BE PRESENT TO RECIEVE MY DELIVERY?

For orders under $200, the courier will leave your package at your door (proof of delivery will be available upon request). For orders over $200, someone must be present to receive the delivery. If you cannot be present to receive your $200+ delivery, we recommend leaving any special delivery instructions on the checkout page (e.g., “Please leave package with doorman”). Track your delivery in real-time using your order tracking link. The courier will wait for up to 5 minutes after arrival while attempting to reach you. After 5 minutes, your courier will move on to make their next delivery and you will be unable to contact them. If attempted delivery fails, the courier will return your order to our store, and you will be charged the non-refundable courier delivery fee.

WILL I BE CHARGED IF I MISS MY DELIVERY?

If attempted delivery fails, the courier will return your order to our store and you will be charged the non-refundable courier delivery fee. All other charges will be refunded within 7-10 business days.

CAN I CONTACT MY SAME DAY DELIVERY COURIER?

Yes! You can follow your order and find courier information via your tracking link. Please note that your courier may be unable to respond right away if they are driving.

DO I HAVE TO TIP MY SAME DAY DELIVERY COURIER?

No—tip is included in the delivery fee.

CAN I ADD/REMOVE ITEMS TO MY ORDER ONCE I’VE CONFIRMED ORDER?

Not at this time. If you’d like additional items delivered, visit aveda.ca to complete another order.

WHAT IF I PROVIDED THE WRONG DELIVERY ADDRESS?

Please double-check the delivery address and phone number at checkout before confirming your order. Once the order is placed, the delivery address cannot be updated. If you need to get in touch with Aveda customer service, please call 1-800-644-4831.

CAN I CANCEL MY SAME DAY DELIVERY ORDER?

Once the order is placed, no changes can be made.

CAN I RETURN MY ORDER?

Once your order is delivered, you will need to personally take the order back to the store for return. The courier cannot return on your behalf. If you checked out with Afterpay and would like to return an item in-store, please ensure you have the Afterpay app downloaded onto your phone, are signed into your account and have your Afterpay account card set up as a digital wallet card on your device. From there, our store teams will be able to help process your return, and your account will be refunded within 3-5 days.Click here for more information regarding Afterpay.

HOW WILL CREDITS BE ISSUED FOR MY RETURNED ORDER?

Credits are issued to the original form of payment used.

HOW DO I REPORT MISSING OR DAMAGED ITEM(S) IN MY ORDER?

Please message us regarding missing or damaged items as soon as possible or call 1-800-644-4831.

WHY IS SAME DAY DELIVERY NOT AVAILABLE FOR ME?

Currently, Same-Day Delivery is only available during business hours, on select items, to certain addresses that are within a 15 km radius of an Aveda store. If this feature is not available, please select one of our other delivery methods.

WHEN WILL MY CREDIT CARD BE CHARGED?

A hold will be placed on your card once the order is confirmed on aveda.com. Your card will be charged once your order is picked up.

WILL I BE CHARGED IF MY ORDER GETS CANCELLED?

If the store is unable to fulfill your order for any reason, your order will be cancelled. You will receive a refund for your purchase and the delivery fee.

CAN I RECEIVE SAMPLES WITH MY SAME DAY DELIVERY ORDER?

You will not be able to select samples at check out for same day delivery orders and if selected, you will see the samples removed from your cart.

AM I ABLE TO ADD PROMOTIONS / OFFERS TO MY SAME DAY DELIVERY ORDER?

Please review terms and conditions for the selected promotion to establish eligibility for Same Day Delivery orders. If a Same Day Delivery order qualifies for the selected promotion, you will be able to apply the promo code. If you are enrolled in Aveda Plus Rewards, you will earn points for Same Day Delivery purchases and can redeem points based on availability.

STILL HAVE QUESTIONS?

Please message us or contact Online Customer Service at 1-800-644-4831.

Buy Online, Pick Up in Store

SHOP YOUR WAY

Buy online, get it the same day

Your comfort is our number one priority. We make it easy for you to get your essentials safely, quickly and efficiently.

Buy online,
pick up in store

1
Select the “In-Store Pickup” delivery method at checkout.

2
Choose your store location.

3
Keep an eye out for an email confirming your order is ready for pick up.

4
Bring your confirmation email and a valid form of ID that matches the name on your order to the store.

IN-STORE PICKUP
Look for signs that say “Online Order Pickup” inside.

Buy online,
get it delivered today
Delivery fee starting at CA $6^*

1
Select Same-Day Delivery at checkout and enter your address to confirm it is eligible for delivery.

2
Once confirmed, select the delivery window that best fits your schedule.

3
Track your delivery using your confirmation email.

4
Please ensure that you or someone else is present to receive your order when the courier arrives.