Shipping

Orders ship from London, Ontario. Typical processing is 24–48 hours, depending on the product. We ship within Canada and to international destinations, except the United States.

Carriers typically include Canada Post, UPS, Purolator, and FedEx. The carrier for a given order depends on destination and service. P.O. boxes are accepted, though not every carrier can serve every destination or P.O. box.

Free shipping is available on qualifying orders of $49 or more after coupons and discounts are applied. This offer applies to Canadian orders. International orders are not included.

If an ordered product becomes unavailable, we email you and may present available options where appropriate. If we do not hear back within 24 hours, the order is cancelled, a full refund is issued to the original payment method, and a follow-up email explains the cancellation. We do not automatically substitute another item.

Ships from London, Ontario

Orders are prepared in London, Ontario. Typical processing is 24–48 hours, depending on the product.

Plain packaging

Online and phone orders ship in a plain cardboard box or padded envelope whenever possible.

Free shipping in Canada

Free shipping is available on qualifying orders of $49 or more after coupons and discounts are applied.

Tracking on every shipment

Every shipped order includes tracking. Use the number from your shipping email on the Track My Order page.

Tracking

Every shipped order receives tracking. After your order leaves London, Ontario, use the tracking number from your shipping email on the Track My Order page. Signed-in customers can also open the order from My Account.

International Orders

We currently ship internationally except to the United States. We do not ship to the United States at this time.

For international orders outside Canada, you are responsible for knowing whether your destination allows the products you order to be imported by mail, and for any duties, taxes, or customs charges.

Some products have destination restrictions and cannot be sent to every country.

Returns

There are two return paths: defective, incorrect, or damaged items, and unused, unopened discretionary returns. Please contact us before sending anything back. Guest orders are eligible under the same policy.

Start a return by emailing orders@virginiarook.com. Account pages do not include a Return Item or Complete Orders button.

Defective / Incorrect Items

If a product arrives defective, incorrect, or damaged, email orders@virginiarook.com first. Include your name, order number, order date, and an explanation of the problem.

A return must be approved before you send it. Please do not ship an item back until we confirm it.

If a defective-product return is approved, Virginia & Rook supplies the return shipping label. After we receive and verify the returned item, we send a replacement, subject to availability.

Unused / Unopened Returns

Eligible unused and unopened products may be returned within 30 days of the date you receive the order. Please contact Virginia & Rook before returning the item.

For this discretionary return path, the customer pays return postage. Email orders@virginiarook.com with your name, order number, and what you would like to return.

Once an approved unused and unopened return is received and inspected, the refund will be issued to the original payment method. Depending on your bank or payment provider, it may take 7–10 business days for the credit to appear.

Guest orders follow the same unused and unopened return policy.

Non-Returnable Items

Opened or used items in categories including personal care, spiritual products, fragrance, oils, candles, clothing, and similar hygiene or use-sensitive products are not returnable once opened or used.

Missing Items

If an order arrives with an item missing, email orders@virginiarook.com with your name, order number, and what was missing. Virginia & Rook then performs an internal investigation, including checking inventory levels.

If the missing item is verified, we send that product to you. No return is required, because the item was never received.

Lost / Delayed / Damaged Parcels

If a parcel is lost, delayed, or damaged in transit, contact orders@virginiarook.com. Virginia & Rook contacts the carrier and initiates an investigation.

After that investigation, an order may be reshipped depending on the outcome and stock availability.