Refund policy
Last updated: November 26, 2025
At Ivora Skin, our products are formulated and manufactured in certified Canadian laboratories, following high standards of quality, hygiene, and safety.
1. Product Information
We make every effort to ensure that the information displayed on our site (ingredients, descriptions, photos, availability) is accurate and up to date. However, certain details may be adjusted without prior notice.
For any questions related to ingredients, allergies, or materials, please contact us at:
📩 contact@ivoraskin.com
2. Payments & Shipping
We apply a flat rate shipping fee.
Estimated delivery times:
- Canada: 3 to 7 business days
- International: varies by destination
A confirmation email and tracking number will be sent once your order has shipped.
3. Shipping Address & Customer Responsibility
Please ensure that the shipping address provided at checkout is complete and accurate.
Any changes to the address must be made before the order ships.
Once the package has been dispatched, all address changes must be handled directly with the carrier and may incur additional fees.
📦 Returned packages
A package may be returned to Ivora Skin for reasons such as:
- incorrect or incomplete address
- unclaimed package
- delivery failure
- package held too long at the post office
In such cases, you will be responsible for:
- Paying the cost of reshipping the order, OR
- Receiving store credit for the value of the order minus the original shipping costs (non-refundable)
🚫 Lost, stolen, delayed, or unclaimed packages
Once the package has been handed to the carrier, Ivora Skin is not responsible for packages that are:
- lost
- stolen
- damaged during transport
- unclaimed
- returned due to an incorrect address
However, we will always do our best to assist you if an issue arises.
4. Returns (30 days)
You have 30 days from the date of delivery to request a return.
Before sending anything back, please contact us at:
📩 contact@ivoraskin.com
➡️ No return will be accepted without prior email approval.
Eligibility requirements
To qualify for a return, the item must be:
- new
- unopened
- sealed
- unused
- in its original packaging
- in the same condition as received
- accompanied by proof of purchase
Return shipping costs
Return shipping fees are the responsibility of the customer, unless the error comes from us.
5. Damaged or incorrect items (7 days)
You have 7 days after delivery to report:
- a damaged item
- an incorrect item
- a missing product
Please provide:
- your order number
- clear photos of the issue
- a brief description
We will then offer the most appropriate solution:
➡️ replacement, store credit, or an equivalent resolution.
6. Assistance for transport damage
If visible external damage is present:
- take clear photos of the package immediately
- keep all packaging materials
- notify us within 7 days
We will help you open a claim with the carrier.
Each situation is reviewed on a case-by-case basis.
7. Non-returnable items
For hygiene and safety reasons, the following items cannot be returned:
❌ Opened or unsealed cosmetic products
Including: body butters, deodorants, masks, exfoliants, serums, creams, lotions, and any product applied to the skin or hair.
➡️ Cosmetic products are only returnable if they are completely new, sealed, and never opened.
❌ Digital products
E-books, guides, and downloads — non-refundable.
❌ Gift cards
❌ Sale items
Any item marked “Final Sale” is neither returnable nor refundable.
8. Exchanges
We do not offer direct exchanges.
If a return is approved, you may place a new order once the original item has been processed.
9. Refunds
Once the return has been received and inspected:
- You will receive an email indicating whether the refund is approved or denied.
- If approved, the refund will be issued to the original method of payment.
- Processing typically takes around 10 business days (bank delays may vary).
10. Contact
📩 contact@ivoraskin.com
Response time: 24 to 48 hours