FAQ
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Where are you based?
IvoryRuemia is a one-woman operated small business based in Birmingham, AL!
When will my order ship?
All orders are typically shipped 1-2 weeks from when you place your order.
Unfortunately I do not have my own mode of transportation right now, so it may depend on the availability of my partner who works full-time. I also work another job outside of this business that keeps me busy during the day. If you have not received an email notification that your order has shipped after 2 weeks, please send me an email and I will look into it asap!
Do you ship to the UK/EU?
Unfortunately due to the European Union's Packaging and Packaging Waste Directive (PPWD), we are not currently shipping to countries in the EU. We are still shipping to the UK.
If you would like to make a purchase, we suggest using a reputable shipping forwarding service. Alternatively, you could send the package a friend/family in another country and have them send it to you!
What is your international shipping policy?
Please note that IvoryRuemia will not be collecting or remitting any VAT/customs/import taxes, so you will be responsible for paying any fees on arrival to your country.
If you are unsure about what the customs taxes and fees are for your country, please make sure to check your country's customs department before purchasing anything. If the package is seized by customs, it will not return to us and a refund cannot be processed.
Can you help me claim a lower amount on the customs form?
No, we cannot. Making false claims on a customs form is a criminal offense, and can result in jail time. Customers are responsible for all taxes and fees for their purchases.
Help! I used the incorrect address on my order!
If you noticed that you have used an incorrect address and your order has not been shipped yet, please reach out to us via email ASAP!
What is your return policy?
All sales are final and returns/exchanges are not accepted unless you received an incorrect or damaged item upon arrival. Product listing descriptions specify size, special effects, and all other details, so please make sure to carefully read them before purchasing!
If your item is incorrect or damaged upon arrival, please send me a message using the Contact Form within 7 days of receiving your order. Make sure to provide your order number and a photo of the incorrect/damaged item in your email and I will see what I can do!
What about refunds/ order cancellations?
If your order has not shipped, or you have not received a shipping notification/tracking number yet and you would like to cancel, please send us an email ASAP regarding your request!
However, if your order has already shipped or been delivered, we will not be accepting refunds or exchanges.