RETURNS & REFUNDS
Returns Made Simple
We want you to feel confident shopping with ISKAVELO. Review our return process, eligibility requirements, and refund information below.
RETURN WINDOW
Shop with confidence.
Eligible purchases may be returned within 30 days of delivery, subject to the conditions outlined below.
Contact Us
Reach out to our support team with your order number before sending anything back.
Prepare Your Return
Follow the instructions provided by our support team and securely package all eligible items.
Send It Back
Ship the approved return to the address provided by our support team.
Refund Review
Once received and inspected, we'll notify you about the status of your refund.
Please contact us before returning anything.
Returns sent without prior authorization may not be accepted. Our support team will provide the correct return instructions and destination for your order.
RETURNS GUIDE
Returns, Refunds & Exchanges
Everything you need to know before starting a return.RETURN POLICY
Eligibility
What is the ISKAVELO return window? +
Eligible purchases may be returned within 30 days of delivery.
Return requests submitted after this period may not qualify for a refund.
Which products are eligible for return? +
Items should be returned in their original condition whenever possible, with the original packaging and included accessories. Opened or used products may have additional eligibility restrictions for hygiene reasons.
All returns remain subject to review before a refund is approved.
Can I return an opened skincare product? +
Because skincare products can be hygiene-sensitive, eligibility may depend on the condition of the product and the reason for the return.
Contact our support team before disposing of or returning any opened product so we can review your request.
Can single-use cartridges or applicator components be returned? +
Used single-use, disposable, or hygiene-sensitive components generally cannot be returned for resale.
If the component arrived damaged, defective, or incorrect, contact us before using it so our team can review the issue.
Are there any non-returnable items? +
Certain used, opened, personalized, final-sale, gift card, disposable, or hygiene-sensitive products may not be eligible for return.
Items received damaged, defective, or incorrect are reviewed separately and should be reported to support.
STEP BY STEP
Starting a Return
How do I start a return? +
Contact ISKAVELO support and provide:
- Your order number
- The email used to place your order
- The product you want to return
- The reason for the return
- Photos when relevant
Wait for return instructions before shipping anything.
Where should I send my return? +
Do not send your order back to an address shown on the original shipping label unless our support team specifically instructs you to do so.
The correct return destination will be provided after your request has been reviewed.
Do I need a return authorization? +
Yes. Contact our support team before returning your order. This allows us to confirm eligibility and provide the correct return instructions.
Who pays for return shipping? +
Unless the item arrived damaged, defective, or incorrect, return shipping costs are generally the responsibility of the customer.
Should I use tracked shipping for my return? +
We strongly recommend using a trackable shipping method and keeping your shipping receipt until your return has been completed.
ISKAVELO cannot confirm receipt of a return package that has no tracking or delivery evidence.
YOUR REFUND
Refunds
When will my return be inspected? +
Once the returned package is received, our team will review the item and determine whether it meets the applicable return conditions.
You will be notified once the review is completed.
How will I receive my refund? +
Approved refunds are generally issued to the original payment method used to place the order.
How long does a refund take? +
Once your return has been received, inspected, and approved, the refund will be initiated as soon as possible.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account after it has been issued by ISKAVELO.
Will my original shipping charge be refunded? +
Original shipping charges may be non-refundable unless the return is related to an error made by ISKAVELO, such as receiving an incorrect or defective item.
Why is my refund not showing yet? +
If ISKAVELO has confirmed that your refund was processed, allow additional time for your financial institution to complete the transaction.
If the expected processing period has passed, contact your bank or payment provider before reaching out to us again.
ORDER ISSUES
Damaged or Incorrect Items
What if my product arrives damaged? +
Contact our support team as soon as possible after delivery.
Include your order number and clear photos showing the product, packaging, and any visible damage.
Please do not discard the product or packaging until our team has reviewed your request.
What if I received the wrong product? +
Contact us with your order number and a photo of the item you received.
Once verified, our team will provide the appropriate resolution.
What if an item is missing from my order? +
Check the contents of the package carefully and confirm whether your order was shipped in multiple packages.
If an item is still missing, contact support with your order number and photos of the package received.
Should I return a damaged item immediately? +
No. Contact ISKAVELO first.
Depending on the circumstances, returning the damaged item may not be necessary. Our team will tell you exactly what to do after reviewing the case.
NEED SOMETHING ELSE?
Exchanges & Support
Do you offer exchanges? +
Direct exchanges may not always be available. Contact our support team so we can review the options available for your order.
Can I exchange for a different product? +
Contact our support team to review the available options. Depending on your order and its status, the simplest solution may be to complete an eligible return and place a new order.
What happens if I refuse delivery? +
Refusing delivery does not automatically guarantee a full refund.
Packages returned because they were refused may be subject to shipping, handling, or other costs incurred during the return process where permitted.
Contact us before refusing a package whenever possible.
Can you issue store credit instead of a refund? +
Store credit or alternative resolutions may be offered in certain situations when available.
Contact support to review the options available for your specific order.
How do I contact ISKAVELO about a return? +
Contact us at CONTACT@ISKAVELO.COM and include your order number.
READY TO START A RETURN?
Contact us before sending it back.
Have your order number ready and our team will guide you through the appropriate next steps.
