Return and Refund Policy

We want every ivoryloom order to arrive beautifully and meet the expectations set by our store. The following policy applies to purchases made directly through ivoryloom.ca.

30-day return window

You have 30 days after receiving your order to request a return.

To be eligible, the product must be:

• Unopened and unused

• In the same condition in which it was received

• In its original packaging

• Accompanied by any original protective seal, where applicable

• Supported by a receipt or other proof of purchase

To request a return, contact the ivoryloom Care Concierge at care@ivoryloom.ca with your order number and the reason for your request.

If your return is authorized, our Care Concierge will provide the correct return address and instructions. The return destination may vary depending on the country, product and original fulfillment location. Do not send a return to ivoryloom’s public business address, warehouse or fulfillment partner unless specifically instructed.

Receiving return authorization does not guarantee a refund. All returned products remain subject to inspection and the eligibility requirements outlined in this policy.

Return shipping

For an eligible return based on preference or a change of mind, the customer is responsible for return shipping costs.

When available, ivoryloom may provide a prepaid return label and deduct its cost from the approved refund. You may also be instructed to purchase your own tracked return shipping service.

Original shipping charges are non-refundable unless the return results from an incorrect, damaged or defective item, or where otherwise required by law.

For customer-arranged returns, ivoryloom cannot accept responsibility for parcels lost or damaged before they are received. We strongly recommend using a tracked shipping service and retaining the shipping receipt. Where ivoryloom supplies the return label, any carrier issue will be reviewed according to the applicable carrier process and legal requirements.

Damaged, defective or incorrect items

Please inspect your order when it arrives.

If an item is damaged, appears defective or is not the item you ordered, contact care@ivoryloom.ca as soon as possible, preferably within seven days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the shipping packaging where relevant

• The product lot or batch code where available

We will review the information and determine the appropriate resolution, which may include a replacement, refund or other suitable remedy. When the issue is attributable to ivoryloom or its fulfillment partner, ivoryloom will cover reasonable return or replacement shipping costs.

The seven-day period helps us investigate shipping damage promptly. It does not shorten the general return window or limit any mandatory rights available under applicable consumer-protection law.

Opened and used skincare products

For hygiene, safety and product-integrity reasons, opened or used skincare and personal-care products cannot normally be returned because of preference, texture, fragrance, compatibility or a change of mind.

This restriction does not apply to an incorrect, damaged or defective item, or where applicable consumer-protection law provides a remedy that cannot be excluded.

If you experience an unexpected reaction, discontinue use and contact the ivoryloom Care Concierge. Please provide your order number, the product name, its lot or batch code and relevant details. These enquiries are reviewed individually and do not automatically qualify for a refund. Seek appropriate medical care when necessary.

Non-returnable items

The following are not eligible for return:

• Opened or used skincare and personal-care products, except as described above

• Gift cards

• Products expressly identified as Final Sale before purchase

• Personalized or specially made products

• Free gifts, samples and promotional items with no purchase price

• Items purchased from a retailer or marketplace other than ivoryloom.ca

Products purchased through Amazon or another authorized marketplace must be returned through the platform or retailer where the purchase was completed and are subject to that seller’s return procedures.

Please contact us before purchasing if you have questions about whether a particular item will be eligible for return.

Exchanges

We do not currently process direct exchanges.

The fastest way to receive another product is to return the eligible item following the process above and place a separate order for the desired product after the return has been accepted.

Incorrect or damaged items will be handled through the Damaged, Defective or Incorrect Items process.

Order changes and cancellations

You may request cancellation at any time before the order is fulfilled. Contact our Care Concierge as soon as possible. Approval cannot be guaranteed if the order has already entered processing or has been transferred to a fulfillment partner. 

We will make every reasonable effort to help, but changes or cancellations cannot be guaranteed once an order has entered processing or has been transferred to a fulfillment partner.

If an order can no longer be cancelled, the applicable return conditions will take effect after delivery.

Refunds

We will notify you after your return has been received and inspected and advise whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may require additional time to process and post the refund.

If more than 15 business days have passed since we confirmed approval of your refund, contact care@ivoryloom.ca.

Any return shipping charge, original non-refundable shipping charge or other amount disclosed under this policy may be deducted from the refund where applicable.

Consumer rights

Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under applicable consumer-protection legislation.

Contact

For questions about returns, refunds, damaged items or an existing request, contact the ivoryloom Care Concierge:

care@ivoryloom.ca