At Ivory & Aurora, we want you to feel confident shopping with us. Our policy is designed to meet international e-commerce standards while ensuring a fair experience for both our customers and our brand.

General Refunds:

• Refund requests may be submitted within 30 days of the purchase date.
• Refunds are issued to the original payment method only.
• Orders purchased under promotional discounts or final-sale offers may be eligible for store credit or exchange, but are otherwise non-refundable.

 

Shipped Orders

Order Delays:

• If your order shows no tracking updates, remains “in transit” or “pending,” or is delayed beyond 45 business days from the shipping date (60 days for Brazil), we will offer you a refund or free replacement.
• Please note that delivery times are estimates and not guaranteed, except for Express Shipping.

Delivered Orders:

• If tracking shows your order as delivered but you have not received it, please contact us within 14 days. We will investigate directly with the carrier.
• In rare cases, we may request a non-delivery certification from your local post office before processing a refund or replacement. 

Damaged Products:

• If your item arrives damaged, you are entitled to a full refund or replacement within 30 days of delivery.
• Photo or video evidence is required so we can process your request promptly.
• In most cases, returns are not required.

Incorrect or Missing Products:

• If you receive the wrong item, or part of your order is missing, we will issue a full refund or replacement at no cost to you.
• Please provide a clear photo or video so our team can validate the claim.

 

Order Cancellations:

• Orders may be cancelled for a full refund if they have not yet been processed or shipped by our warehouse.
• Once processing or shipping has begun, cancellations are no longer possible.

 

 

For any other matter, you can contact us at: 

contact@ivoryandaurora.com