Frequently Asked Questions
Find answers about Kivorla products, shipping, and returns. For help with an order, contact us through the Contact page and include your order number.
About Kivorla
What is Kivorla?
Kivorla is a beauty technology brand focused on at-home devices, targeted skincare, and clear routine guidance. Product-specific features, directions, and safety information will be listed on each product page.
Where are Kivorla products made?
The country of origin and manufacturer information will be stated on the applicable product page or packaging before the product is offered for sale.
Are Kivorla devices suitable for everyone?
No beauty 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.
Products & Routine
How do I choose a product?
Use the intended-use, compatibility, and safety information on the product page. Do not select a device or skincare product based only on general marketing language.
How often should I use a Kivorla device?
Follow the frequency and session duration stated in the product instructions. Do not exceed the stated usage schedule.
Can I combine Kivorla skincare with other brands?
Compatibility depends on the specific formula and your existing routine. Review the ingredient list and product directions, introduce new products gradually, and stop use if irritation occurs.
Orders & Shipping
Where do you ship?
Kivorla ships to the United States, Canada, the United Kingdom, European Union member states, and selected additional European destinations. Available destinations are confirmed at checkout.
How much is shipping?
Shipping charges are calculated at checkout based on the destination, package weight, order value, and delivery method. Free shipping applies only when an offer is expressly displayed on the storefront or at checkout.
How long does delivery take?
Available delivery methods and estimated delivery times are shown at checkout whenever available. Delivery estimates begin after processing and are not guaranteed delivery dates.
Will I pay duties or taxes?
Applicable sales tax, VAT, customs duties, or import fees may be collected at checkout. If they are not collected, the carrier or local customs authority may collect them before or upon delivery, except where applicable law requires otherwise.
How do I track my order?
When tracking is available, a tracking link will be sent using the contact details supplied with the order. You can also visit the Track Order page.
Returns & Refunds
What is the return period?
For the United States, Canada, and other non-UK/EU destinations, change-of-mind return requests must be made within 7 calendar days after delivery. The product must be unused, unopened, in its original packaging, and have every tamper-evident and hygiene seal intact.
Eligible consumers in the European Union and United Kingdom may have a statutory right to cancel an online purchase within 14 calendar days after delivery. Hygiene exclusions still apply where permitted by law.
Can opened cosmetics or used beauty products be returned?
Generally, no. Cosmetics, skincare, personal-care products, and beauty devices that have been opened, used, tested, exposed to skin, or had a hygiene seal removed are not eligible for change-of-mind returns where permitted by law. This does not remove mandatory rights relating to faulty, damaged, unsafe, incorrect, or misdescribed goods.
How do I start a return?
Contact us through the Contact page before sending anything back. Include the order number, item name, reason for the request, and whether the product and hygiene seal remain unopened. Approved return instructions and the correct return address will be supplied after review.
Who pays return shipping?
The customer pays return shipping for an approved change-of-mind return. If an item is confirmed as faulty, damaged on arrival, or incorrectly supplied, we will provide the remedy and shipping arrangements required by applicable law.
When will I receive my refund?
Outside mandatory statutory timelines, approved refunds are normally initiated within 5 to 10 business days after the returned goods pass inspection. The bank or payment provider may require additional time to post the credit.
Read the complete Return & Refund Policy.
Warranty
Do Kivorla devices include a warranty?
Any applicable warranty period, coverage, exclusions, and claim instructions will be stated on the device product page and in the Warranty terms before the device is offered for sale. Statutory consumer rights are not limited by a voluntary warranty.
Privacy
How is my personal information used?
Review the Privacy Policy and the privacy choices available in the storefront. You can contact us through the Contact page with a privacy request.