FAQs
ORDERS
How will I know my order has been confirmed?
After placing an order, you should receive an order confirmation at the email address provided during checkout.
If you do not receive one, please check your spam or promotions folder before contacting us.
Can I modify my order after placing it?
Contact us as quickly as possible.
If your order has not entered fulfillment, we may be able to assist. Once processing or shipping has begun, changes cannot always be guaranteed.
Can I cancel my order?
Cancellation requests are reviewed based on order status.
Once an order has been packed or dispatched, cancellation may no longer be possible.
PRODUCTS
Why may the shade look different online?
Colors can appear differently depending on your device, screen brightness, lighting, photography, and individual skin tone.
We aim to represent shades as accurately as possible, but exact digital color matching cannot be guaranteed.
How should cosmetic products be stored?
For best product integrity, keep cosmetics away from excessive heat, direct sunlight, humidity, and extreme temperature changes.
Always close packaging securely after use.
What if I experience sensitivity?
Discontinue use if irritation occurs.
Customers with known sensitivities or allergies should review available ingredient information before using any cosmetic product.
SHIPPING
When will my order ship?
Most orders are processed within 1–3 business days, although processing times may be extended during launches, holidays, or promotional periods.
Will I receive tracking?
Tracking details will be sent when available after your order has been dispatched.
Do you ship internationally?
Availability depends on destination and current shipping coverage.
International shipments may be subject to customs procedures, duties, and local taxes.
RETURNS
Can I return a product?
Eligible products may be returned within 30 calendar days from the date of delivery, provided they are unused, unopened, unaltered, in their original packaging, and in resalable condition.
Before sending any return, please contact support@sivornas.com for return instructions and confirmation.
Unauthorized returns may not be accepted.
Can I return an opened beauty product?
For hygiene, health, and product integrity reasons, opened, swatched, used, or tested cosmetics generally cannot be returned unless they are defective, damaged, or were received in error.
This is especially relevant to products intended for direct contact with the lips, eyes, face, or skin.
What if my order arrives damaged, defective, or incorrect?
Please contact support@sivornas.com promptly and within 30 calendar days from the date of delivery.
Please include your order number, a description of the issue, clear photographs of the product, and photographs of the outer packaging where relevant.
Our team will review the case and provide an appropriate resolution.
How long do refunds take?
Once an approved return has been received and inspected, eligible refunds will be issued to the original payment method within 5–10 business days after the return inspection is completed.
After the refund has been issued, additional time may be required for the funds to appear in your account depending on your bank, card issuer, or payment provider.
Who pays for return shipping?
Unless the return is due to a verified SIVORNAS error, defective product, damaged product, incorrect item, or other fulfillment issue, return shipping costs may be the responsibility of the customer.
Where should I send my return?
Please contact support@sivornas.com before returning any product.
After your return request has been reviewed and approved, we will provide the applicable return instructions.
Please do not send a return without first receiving return confirmation.
CUSTOMER CARE
How can I contact SIVORNAS?
Email: support@sivornas.com
Website: www.sivornas.com
We recommend including your order number for any order-related request.