Orders are prepared as promptly as possible. Processing times may vary during launches, promotions, holidays or periods of high order volume. Once your order has shipped, you will receive tracking details by email.

Delivery timing depends on your destination and the shipping service available for your order. Estimated delivery options and timing are shown at checkout.

Once your order is on its way, tracking information will be sent to the email address provided at checkout. Please allow a little time for the carrier’s tracking page to update after the shipment is created.

Carrier delays can occasionally occur after an order leaves our care. If your tracking has not updated for an extended period or you need help reviewing a delivery, contact our Care Concierge with your order number and we will help guide you through the next steps.

ivoryloom currently serves customers across Canada and the United States through our active markets. Available shipping options are shown at checkout based on your destination.

Return eligibility, timing and any applicable conditions are outlined in our official Return & Refund Policy. We recommend reviewing the policy before sending any item back or beginning a return request.

Contact our Care Concierge with your order number, the email address used at checkout and the reason for your request. Our team will review the details, confirm eligibility and guide you through the appropriate next steps.

Please contact our Care Concierge as soon as possible with your order number, a brief description of the issue and clear photos where applicable. We will review the situation and help determine the appropriate resolution.

For hygiene, safety and product-integrity reasons, return eligibility may differ for opened or used skincare products. Please review our official Return & Refund Policy or contact our Care Concierge before sending anything back.