How can we help you?



What are your operating hours?

Our customer service is available Monday through Friday, 8:00am to 8:00pm. If you reach out to us, we will reply within 24 hours!

Do you have a brick-and-mortar store?

Not yet. We’re working on it!

Do you offer wholesale/work with stockists?

Yes, and we would love to work with you! Please reach out to us at for more information. 


How quickly will my order ship after it is placed?

Due to the nature of our handcrafted products, we require 1-3 business days (Monday-Friday) for processing before shipping out orders.

Made-to order jewelry and customized products will ship out in 3-5 business days.   

I am having issues placing my order. What do I do?

Please try again after refreshing your web browser and clearing your cache and your internet cookies. If the issue persists, please contact us at and we will look into it for you.

How do I know if my order went through?

If your order went through, you would receive a confirmation email. If you did not receive a confirmation email, your order did not go through. 

You can also find the status of your order by logging into your account and viewing your order history. 

Can I modify my order?

Unfortunately we are unable to modify (add/remove products) after an order is made. Please contact us within 24 hours of placing your order if you would like to cancel it. Otherwise, please follow our return policies here to proceed with a return. 

Can I cancel my order?

Please contact us within 24 hours of placing your order so we can cancel and issue you a refund. After this point, your order may already be out for delivery. Please refer to our return policy here if you would like to proceed with a return.

Where do I apply my promotional code?

Promotional codes are applied at checkout. After selecting the products you want to buy, go to your “Cart”, and enter your promo code/gift card number in the “Add a discount code or a gift card” field. Click OK to validate and update your new total. Confirm order to complete checkout. 

My promotional code is not working! What should I do?

The only promotional codes we offer are posted on our site or provided to you via email. Promotional codes are applied at checkout, and must be valid (not expired) and/or your order must be eligible to the promotional code (e.g. more than $150 for free shipping) to apply.

If the code is not expired and/or your order is eligible to the promotional code, please email us at and we will be happy to assist you. 

I forgot to apply a promotional code! What do I do?

Unfortunately, we are not able to modify an order once it has been placed. However, if your order has not yet been processed, it may still be possible to cancel it and issue you a refund so you can replace your order with the promotional code. Please contact us within 24 hours of placing your order as after that your order may already be out for delivery.


Do you ship internationally?

Currently, we are only shipping within Canada and to the USA. We are working on expanding to shipping worldwide.

How do you ship?

We ship with Canada Post. For more information, please refer to our Shipping Policy here.

How long before I receive my order?

We ship with Canada Post and you are able to select shipping based on shipping speed (please see below). Shipping charges are calculated based on your selection.


·         Expedited Parcel – 1-7 business days

·         Xpresspost – 1-2 business days

·         Priority – Next day


·         Small Packet USA Air - 5–8 days

·         Expedited Parcel USA - 4–7 days

·         Tracked Packet USA - 4–7 days

·         Xpresspost USA - 2–3 days  

 It is important to note, delivery standards are based on normal delivery conditions and are subject to change without notice based on the carrier. Any delays in shipping after items have been dispatched is out of our control.  

Can I change the delivery address?

Please contact us within 24 hours of placing your order, after which your order may already be out for delivery. 

Can I provide my PO Box for the delivery address?

No. If a PO Box is provided for the delivery address, your order will be cancelled, and a refund will be issued. 

How do I know my order has shipped?

When your order has been dispatched, you will receive a confirmation email (separate from your order confirmation email). This email will provide you with tracking information as well.

How can I track my order?

Please follow the tracking number provided in your confirmation of dispatch/shipping email, and in your account (if you have one set up). 

I think my order might be lost! What do I do?

If your order hasn’t arrived after 2 weeks in transit (please check the status of shipping using the tracking information provided), please contact us at so we can investigate for you.


Do you accept returns?

We accepts returns within 30 days of delivery on any product that has not been opened, used, damaged, burned, or altered (such as surface scraping). There are exceptions to our return policy. Please refer to our Return Policy here for more information.

How do I return my order?

To initiate a return, please email us at Please include your name, contact information, and order#, along with your reason for the return. If the item was received damaged, please include photos with your email. We will confirm if your return has been accepted within 24 hours. Items sent back to us without first requesting a return will not be accepted. 

 Please note the following when you are ready to proceed with a return: 

 •             Return shipping costs are the responsibility of the buyer; however, we can supply a non-refundable return shipping label at the buyer’s request. 

 •             Items must be returned unopened in their original packaging. 

 •             It is the responsibility of the buyer to ensure the product is packed safely and securely to prevent damage in transit. A copy of your order confirmation must also be included with the return package. Please note A Pleasant Thought will not assume responsibility for damaged returns due to improper packing.   

 Please refer to our Return Policy here for more information.

Do you accept exchanges?

We are not currently accepting exchanges as it would be more convenient for you to return the items and proceed with a new order once your refund is issued.

When will I be refunded?

Upon receipt of your return, please allow up to 48 hours for processing. Once we have confirmed the product was returned in good condition, a full refund (minus shipping return costs) will be issued back to the original method of payment. Please note that the refund will be visible within 3 days in your account (depending on your banking institution). 


Do you handcraft all of your products?

Yes. Currently, all of our products are handcrafted by us. We are multi-creatives with strengths in different media and that is why we are able to provide a wide variety of products. 

What kind of materials do you use?

Please refer to Our Materials here to learn more about the materials/ingredients we use for our products. If you require information on a specific product, please refer to the ingredients/materials section of the product. If not listed, please contact us at

Do you test on animals?


How do I use this product?

Please refer to the product’s how-to Care Guide here for instruction on use and care. If you have any further questions, please contact us at

How long are your bath and body products good for?

Apart from our soaps (which do not have an expiry date), our bath and body will stay fresh for six months. Our bath and body products are handcrafted in small batches to ensure you receive the freshest products.

Why do you use glass containers?

We use reusable packaging that are intended to outlast the products they contain. We are committed to plastic-free packaging (and are working to make this happen for all our products). 

What do you mean by sustainably sourced?

This means we are sourcing our products from suppliers and by means that do not harm the current environment and therefore the future environment. It also means we do not source from suppliers that take economic advantage of their workers to produce these sources. Sustainable sourcing ensures the environmental, social, and economic well-being of everything and everyone involved in the supply of those sources. Disclaimer: We are sustainably sourcing to the best of our knowledge. We are not certified and cannot make claims on behalf of our suppliers except for what we are told to be true (e.g. FSC). We hope to get certifications in the future to ensure all of our products are sustainable and cruelty-free.