FAQ
Frequently Asked Questions
Answers about Kivorla devices, shipping, and returns. For help with an order, email mahone@kivorla.com with your order number.
About Kivorla
What is Kivorla?
Kivorla is a beauty technology brand making at-home light therapy devices. Wavelengths, controls, materials, included accessories, directions, and safety information are listed on every product page.
Who makes Kivorla devices?
Our devices are designed and built by the team behind the products, without unnecessary layers in between. That is why the specifications on each product page are the actual engineering figures rather than marketing rounding.
Are Kivorla devices suitable for everyone?
No device is suitable for every person. Review the contraindications, warnings, and directions supplied with the specific product. If you are pregnant, have a medical condition, use photosensitizing medication, have an implanted electronic device, or are uncertain whether a product is suitable for you, consult a qualified healthcare professional before use.
Using Your Device
How do I choose between the devices?
Compare the wavelengths, coverage area, and session length on each product page. The face masks treat the face (and, on the 3-in-1, the neck); the panel covers the upper or lower body. Every product page lists what is in the box and how long a session runs.
How often should I use a Kivorla device?
Follow the frequency and session duration stated in the instructions supplied with the product. Do not exceed the stated usage schedule.
Do I need to buy anything else to use it?
No. Each device ships with the accessories it needs. The In the Box section on the product page lists them item by item.
Orders & Shipping
Where do you ship?
Kivorla ships to the United States, the United Kingdom, and Germany. These are the destinations available at checkout.
How much is shipping?
Standard shipping is free to every destination we serve, with no minimum order value. No shipping charge is added at checkout.
How long does delivery take?
Delivery methods and estimated delivery times are shown at checkout. Estimates begin after processing and are not guaranteed delivery dates.
Will I pay duties or taxes?
Applicable sales tax, VAT, or import charges may be collected at checkout where supported. If they are not collected there, the carrier or the local customs authority may collect them before or upon delivery, except where applicable law requires otherwise.
How do I track my order?
A tracking link is sent to the email address supplied with the order, and the same link is included in the shipping confirmation email.
Can I change or cancel an order?
An order can be cancelled at no cost while it has not yet shipped. Email mahone@kivorla.com with your order number and we will process the request within 24 hours. Once an order has shipped it must follow the return process.
Returns & Refunds
What is the return period?
You may request a return within 30 calendar days after delivery. The device must be unused, unopened, in its original packaging, with every hygiene and tamper-evident seal intact.
Consumers in the European Union and the United Kingdom also have a statutory right to cancel an online purchase within 14 calendar days after delivery. Kivorla's own 30-day window is longer and is open to you as well. Hygiene exclusions still apply where permitted by law.
Can a used device be returned?
Not for a change of mind. These are devices worn against the skin, so once a hygiene seal is broken the unit cannot be resold. This does not affect your rights when a device arrives faulty, damaged, unsafe, incorrect, or not as described.
What if my device arrives faulty or damaged?
Email us as soon as you notice the problem, with photographs of the fault and of the outer box if it was damaged in transit. Keep the device, the packaging, and the shipping label until the case is closed. Depending on the circumstances and the law that applies to you, the remedy may be a repair, a replacement, or a refund, and we pay the return shipping.
How do I start a return?
Email mahone@kivorla.com before sending anything back. Include the order number, the item, the reason, and whether the hygiene seal is still intact. We reply within one business day with a decision and, if approved, the return address.
Who pays return shipping?
You pay return shipping for an approved change-of-mind return. If a device is confirmed faulty, damaged on arrival, or incorrectly supplied, we pay it.
When will I receive my refund?
Returned goods are inspected when they arrive. Approved refunds go back to the original payment method within 14 days. Your bank or card issuer may need a few more days to post the credit.
Read the complete Return & Refund Policy.
Privacy
How is my personal information used?
Review the Privacy Policy and the privacy choices available in the storefront. Email us with any privacy request.