Refund policy

Returns & Exchanges

We allow returns or exchanges within 14 days of purchase. After this period, we are no longer able to offer you a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition as you received it. It must also be in its original packaging.

Given the nature of our products, returns or exchanges are possible only in the event of a problem such as receiving a different product than ordered or in the case of a defective or non-standard product, for which proof must be provided.

To request a refund for a returned product, please send us an email with your receipt or proof of purchase as well as proof of the return shipping costs incurred.

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it and notify you of our decision to approve or reject your refund or exchange request.

If your request is approved, then we will process your refund or exchange and a credit will be applied to your credit card or original method of payment within 14 days. You will also be reimbursed for the cost of returning the order.

Late or missing refunds

If you have not yet received your refund after 14 days, please check your bank account again.

Then contact your credit card issuing entity, as there may be a delay before your refund is officially shown on your statement.

Then contact your bank as there is often a processing time before a refund is shown.

If you've done all of this and you still have not received your refund yet, please contact us at

Terms of withdrawal - DIY cosmetics workshops

Cosmetics workshops are services offered on a specific date and time.

There is therefore no withdrawal possible once the purchase of the workshop is effective and payment has been received. You therefore agree that in the event of withdrawal no refund will be made according to the application of the Consumer Code.

In the event of exceptional circumstances, please contact us by email at We reserve the right to accept or refuse your request.

We reserve the right to cancel our cosmetics workshops up to 24 hours in advance if there are less than 4 people registered, in which case you will be notified by email of the cancellation and we will invite you to send us your bank details for a full refund of the workshop. If you prefer, you can also register for the same workshop at a later date.

Sale items

Only regular priced items can be refunded. Unfortunately, sale items are not refundable.


We will only replace an item if it is non-compliant, defective or damaged. If in this case you wish to exchange it, email us at and send your article to: 

Aurel Ivoire S. à r.l.-S
37B rue de la Fontaine 
L-4122 Esch-Sur-Alzette 

according to the terms mentioned in the Returns Policy section.


If you are returning a gift that was sent directly to you, you will receive a gift certificate equal in value to the item returned. The gift certificate will be sent to you once we have received the return.

If the item was not identified as a gift during purchase, or if the gift giver received the item at their address and gave it to you later, we will issue a refund to the gift giver and inform them that the item was returned.


To return a product, please send it to:

Aurel Ivoire S. à r.l.-S
37B rue de la Fontaine 
L-4122 Esch-Sur-Alzette 

Depending on where you live, the time it takes to receive your exchange may vary.

If you are shipping an item with a value over €75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We cannot guarantee that we will receive your returned item.