Refund policy
Our Small-Batch Philosophy
At Immortelle Skin, each formula is crafted in small batches and prepared with care. To ensure the integrity of our fresh ingredients and minimize the environmental impact of product waste, all sales are final once an order has shipped.
We are unable to accept returns or exchanges unless an order arrives damaged, incorrect, or otherwise compromised in transit. This commitment allows us to ensure that every bottle or jar arriving at your door is fresh, potent, and has never been handled by another customer.
Choosing Your Ritual
We hope you love our products as much as we do, and we want you to feel confident and informed before beginning your ritual. To help you choose the formulas best suited for your skin's rhythm, every product page includes:
- Full ingredient transparency — the purpose behind each botanical chosen
- Sensory notes — descriptions of scent, texture, and feel
- Ritual guidance — instructions on placement and application
Beginning with Mini Ritual Sets
If you are new to Immortelle Skin, we recommend beginning with our Mini Ritual Sets, linked on each product page.
These smaller formats offer a thoughtful way to experience the foundation of our system through a more flexible ritual format.
Before You Order
We invite you to review ingredient lists carefully, especially if you have known sensitivities or allergies.
If you have questions about a specific botanical or how to layer products, please reach out to us at hello@immortelle-skin.com before purchasing. We are honored to help guide your selection.
Complimentary Samples
We occasionally include complimentary samples with orders to help you explore the line. While we cannot guarantee availability, you may leave a note at checkout if there is a specific formula you are curious about.
Refining Your Ritual
Sometimes, a formula may need a small adjustment in application, amount, layering, or frequency to truly shine.
Because Immortelle Skin is designed as a responsive system, we are here to help you troubleshoot. If a formula does not feel quite right at first, contact us at hello@immortelle-skin.com — we would love to help you find the right technique for your skin.
Cancellations
If you need to cancel an order, please contact us immediately.
We can accommodate cancellations only if the order has not yet been prepared or processed for shipping. Once an order has been handed to the carrier, it cannot be canceled.
Damaged or Incorrect Orders
If your ritual is interrupted by a damaged or incorrect shipment, please notify us within 3 days of delivery at hello@immortelle-skin.com.
Please include:
- Your order number
- A brief description of the issue
- Photos of the product, packaging, and shipping box
We will review the details and work with you toward a prompt resolution.
Questions?
For questions about your order, product selection, or ingredient compatibility, please contact us at hello@immortelle-skin.com. We're here to support you in working with the formulas thoughtfully.