Return Policy

Thank you for your order. 

We hope that our product will exceed all of your expectations.
If you need assistance, please call us at:
1 844-633-4255 ext.2
email: josephr@ilanajivago.com
Our customer service hours are Monday - Friday between the hours of 8:00am - 4:00pm, PST

For product returns, please telephone or email Customer Service in order
to obtain a Return Merchandise Authorization number (RMA#).
Please write the RMA# on the returned package to ensure prompt processing.
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Fragrance is a personal care product and for security reasons cannot be returned if the cellophane wrapping has been tampered with or removed from the product box. To avoid this risk, Ilana Jivago, Inc. includes a feather freshly scented with your purchased fragrance so you can test the scent before opening the product box.

Please remove the test feather from the envelope and smell it to confirm you are completely satisfied with the purchase before removing the cellophane from the product box and the bottle from its packaging. If from smelling the feather you determine you are not satisfied you may return the unopened fragrance at your cost for a full refund. Should you open the product and find it is then not to your liking we can accept the product back but it will need to be tested and repackaged. If it is accepted for repackaging and resale we will charge you a restocking fee of 20% of the purchase price.

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PRODUCT RETURNS:
Often we receive calls from customers who don't realize that it's necessary to first turn the bottle upside down for a moment, bring the bottle upright and than press the pump to spray the fragrance for the first time. Once you have tried this and the pump will still not spray, please follow the step by step instructions below to return your product.

 

Spray Instructions

 
STEP ONE
Please call our customer service to obtain an RMA#.
Write the RMA#  in the return label (enclosed in your original order).

 

STEP TWO
Affix the return label with the product on the outside of the return package. Keep the top part of the order receipt for your records.

 

STEP THREE
For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or Insured Parcel Post.
We're sorry, return shipping fees are not refundable. In the case of damaged items, please refer to Damaged Items below. Your return and exchange will be processed promptly and will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7 - 10 business days from the time the return is received. Business days are from Monday to Friday, excluding holidays within the United States.

An email will be sent to confirm receipt and processing of your return or exchange request.

Please Note: Only products purchased on www.ILANAJIVAGO.com may be returned for refund or exchange. If you have questions about returns or exchanges, please contact Customer Service by email josephr@ilanajivago.com or phone 1 844-633-4255 ext.2.

 

DAMAGED ITEMS
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact Customer Service immediately. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

Any claims for damaged items or discrepancies (missing items, wrong items, etc.) must be submitted to our Customer Service Department within three (3) business days after delivery. You must notify our Customer Care Department by either e-mail or telephone and keep the packaging and the items involved in the claim at hand (even if they are broken). We will not be responsible for, nor issue a refund, if notified after three (3) business days. You may return any unopened merchandise in its original condition within 30 days of receiving your order. You will be charged a 20% restocking fee. NOTE: Return Merchandise Authorization is required. Telephone or email Customer Service prior to shipping your package back. We can only refund shipping costs and void the restocking charges if the return is a result of our error. Returns must be shipped directly to Ilana Jivago Inc. Retail stores will not accept returned merchandise originated from IlanaJivago.com orders. Please include the following information with your return:

 

Full Name
Street Address
City
State
Zip Code
Country
Phone Number
E-mail Address
Original order confirmation no. or invoice no.
Return Merchandise Authorization number
Reason for Return
Copies of any email communication with our Customer Service Department

To ship back the merchandise please follow the return instructions provided under steps 1-3 in the PRODUCT RETURNS section above.