Frequently Asked Questions

1. How do I maintain the integrity of my all-natural skincare products?
   We recommend that you store your skincare products away from direct sunlight or heat to maintain the integrity and efficacy of the products.
   For body butters and facial oils, try to avoid getting water into the bottle and/or jar as our all-natural products do not contain preservatives. We suggest using a spatula with dry hands when accessing these products while making sure the bottle or jar is sealed after use.
   For soap, place it in a soapbox and store it in a dry place away from moisture to preserve the efficacy and maintain the longevity of the soap.
   


2. What should I do if my body butter melts?
   Place your body butter in the refrigerator to solidify. The consistency may alter but your body butter will remain heavenly.


3. Are your products tested on animals?
   The founder Êve Lors takes special care to be gentle with your skin and the environment. None of her products are tested on animals.
   As part of her commitment to you and the environment, she ethically sources all of her luscious, exotic ingredients to ensure that they’re cruelty-free.
   


4. Are your products vegan?
   The majority of D'OR ÊVE LORS’ products are vegan with the exception of a very few which are identified in the item’s product description.
   Note that the Exotic Goat, Milky Holly Jelly, and Beurre De Bergamote soaps are not vegan.


5. Are your products made to order?
   Yes, some of our skincare products are made to order to ensure the efficacy and longevity of the product. Please allow four days lead time for these products: cream body butters and whipped body butters sizes of 8oz and 12oz.


6. What forms of payment do you accept?
   We accept PayPal, Visa, Mastercard, American Express, JCB, Discover, and UnionPay credit cards or debit cards. Unfortunately, we cannot accept checks or money orders.


7. How long does it take for my order to arrive?
   Estimated arrival times:
   
   
   • United States: 3 - 7 business days
   • Canada: 4 -10 business days
   • Europe: 7 - 14 business days
   • Rest of the world: 7 - 20 business days
   We also offer next day shipping.
   Please note that items ordered Monday - Friday after 4:30pm and Saturday after 12:00pm will be shipped the next postal day.


8. Do you ship internationally?
   Yes, we happily offer tracked worldwide shipping. Depending on your location, your shipment will arrive in approximately 7 - 20 business days.
   Buyers are responsible for any customs and import taxes that may apply.


9. How can I check the status of my order?
   You will receive a confirmation email once you’ve placed your order which will include a tracking number to follow your shipment.


10. How do I place a return or exchange?
    We currently cannot accept any returns or exchanges as per law in the state in which we operate because of health concerns surrounding COVID-19. We hope to implement our normal returns and refund policy once granted permission from our state (Assembly, No. 3865, State of New Jersey, 219th Legislature, introduced March 16, 2020).
    We cannot accept refunds, returns, or exchanges on the following items. These items are all sold as a final sale:
    
    
    • Preservative-free products
    • Gift cards
    • Sale items
    Thank you for understanding.


11. I have a question or there is a mishap with my order. Help!
    Please email us at contact@dorevelors.com and we will endeavor to assist you.