Shipping policy

Last updated: 21 October 2026. Version 1.0

Shipping and Delivery

1. Scope and who we are

This policy explains how we ship the products you buy at ivory-therapy.com. The seller is Ivory World, Lda. ("IVORY", "we", "us"), NIPC 516 906 739, email care@ivory-therapy.com. Returns, withdrawal and guarantees are in our Refund Policy; order cancellation is in our Cancellation Policy.

2. Where we ship

We deliver to Portugal, Spain, the rest of the European Union and internationally, including the United States. The delivery options available for your address are shown at checkout.

3. Shipping costs

Shipping costs depend on the weight, size and destination of the order and on the delivery method you choose. Shipping costs are estimated, calculated and shown at checkout, before you pay.

4. Dispatch and delivery times

Estimated delivery times: the delivery time depends on the destination, the carrier and the delivery option you choose. It is estimated, calculated and shown at checkout, before you pay. It is an estimate, not a promise.
Pre-orders: the estimated delivery date is shown on the product page and at checkout.
Legal maximum: unless we agree another date with you, we deliver within 30 days of the order. If we do not, you can ask us to deliver within an additional period suited to the circumstances and, if we still do not, you can end the contract and we will refund you (Decree-Law 24/2014).

5. Carriers and tracking

For all destinations, the carriers and pick-up points available for your address are shown at checkout. After dispatch you receive an email with a tracking number and the carrier's details, so that you can follow your parcel. If you cannot find your parcel through the carrier's website, contact us at care@ivory-therapy.com.

6. Delivery address

Please check your address before you pay. You can ask us to change the delivery address at any time before the order is dispatched, by email to care@ivory-therapy.com with your order number. After dispatch we cannot change it, but we will help you with the carrier. We can deliver to P.O. box addresses only with postal services, not with courier services.

7. Out-of-stock items and partial shipments

If an item is out of stock after you ordered it, we dispatch the items that are available and contact you about the rest: you can wait for the item to return to stock or ask us for a refund of that item. We do not charge extra shipping for the second parcel. If you choose a refund, we make it under section 10 of the Refund Policy.

8. Taxes and import duties

Prices for deliveries within the European Union include VAT, and no further charges are due on arrival. For deliveries outside the European Union, import duties, customs fees and local taxes are not included in the price: the destination country may charge them on arrival, and you are responsible for paying them. We cannot estimate these charges.

9. Parcels that are damaged, lost or late

Damaged on arrival: if possible, note the damage on the carrier's delivery document or refuse the parcel, and contact us at care@ivory-therapy.com with photographs and your order number. If the parcel was delivered when you were not present, contact us for the next steps.
Lost or late: if your parcel has not arrived by the end of the estimated delivery time shown at checkout, contact us and we will investigate with the carrier.
Our responsibility: we deal with the carrier ourselves. You are not required to claim from the carrier. We replace the order or refund you without waiting for the carrier's investigation to end, at no cost to you. Parcels are insured against loss and damage by the carrier.

10. Risk of loss

The risk of loss or damage of the goods passes to you when you, or a person you chose other than the carrier, physically receive them (Decree-Law 24/2014).

11. Cancelling an order

You can cancel an order free of charge at any time before it is dispatched. After dispatch, you can still use your right of withdrawal. See our Cancellation Policy and our Refund Policy.

12. Returns and guarantees

Returns, the 14-day right of withdrawal, the 50-day return period and the three-year legal guarantee are all set out in our Refund Policy. We refund the cost of standard delivery when you withdraw within 14 days, as explained there.

13. Contact

For any question about delivery, email care@ivory-therapy.com. IVORY does not offer phone support. We answer on business days, usually within 2 working days.

This policy is currently published in English only; Portuguese and Spanish versions will follow. Once a Portuguese version is published, it prevails in case of divergence, and information for consumers in Portugal is available in Portuguese (Law 24/96, Art. 7).