FREQUENTLY ASKED QUESTIONS

ORDERS AND SHIPPING

WHERE DO YOU SHIP YOUR PRODUCTS?

We ship our products WORLDWIDE except for Mexico because of their ban on import of essential oil and cosmetics.

CAN I CHANGE MY ORDER?

If you have already placed an order and would like to make changes to your order please contact our friendly team immediately at: orders@immortelleshop.com

CAN I CANCEL MY ORDER?

If you have already placed an order and paid, unfortunately you will be unable to cancel your order. All of our orders go into processing within a few minutes of being placed on our online shop.

CAN I RETURN MY ORDER?

Due to the nature of our products we do not allow returns unless your order is defective. You must contact us immediately with photos of your defective product in the original packaging.

CAN I EXCHANGE MY PRODUCT?

We apologize but we currently do not offer exchanges, all sales are FINAL.

HOW CAN I CHECK THE STATUS OF MY ORDER?

Once placing your order, it will be shipped within 24-48 hours. Please wait until we send you a tracking number and a link to where you can track your order.

MY TRACKING NUMBER IS STUCK AT "INSERT ITEM INTO BAG"

Our company is located in Croatia, and shipping to the USA, CANADA, and other overseas countries can sometimes take up to 4 weeks. If your tracking number is stuck at "insert item into bag" please know that you will not receive another update on the tracking number UNTIL the package has crossed the border and arrived into your country's sorting facility. "Insert item into bag" means that the package has been sent to the destination, so please be patient until it arrives to your country.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

If you are ordering from the USA and Canada, please keep in mind that we are shipping directly from where our products are sourced (Croatia) and shipping times can take longer to reach your country. The approximate shipping times are:

EUROPE: 1-2 weeks
US/CANADA: 3-4 weeks
REST OF THE WORLD: 3-4 weeks

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept online payments through Visa, Mastercard, American Express, Paypal, and wire bank transfer. If you are unable to make payment using the above payment methods, please contact us at orders@immortelleshop.com and we can arrange payment via Western Union.

DO I NEED A PAYPAL ACCOUNT TO CHECKOUT USING PAYPAL?

No. Paypal offers the option to checkout as a guest and you can pay with your credit card over Paypal. You do not need a Paypal account to pay via credit card over Paypal.

MY ITEM ARRIVED DAMAGED IN SHIPMENT, WHAT DO I DO?

In the unlikely event that a product arrives damaged, please contact customer service within 48 hours of receipt. Customers must include photos of the issue and your order number in the email.

DO I HAVE TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No. You do not have to have an account to place an order.

PRODUCTS / INGREDIENTS

ARE YOUR PRODUCTS NATURAL?

All of Immortelle Shop's products are made with natural ingredients and essential oils that are 100% organic, non-gmo, and vegan.

DO YOU TEST YOUR PRODUCTS ON ANIMALS?

Our company never tests any products on animals. We are huge animal lovers and would never put an animal in any harm.

WHERE ARE YOUR PRODUCTS MADE?

All of our products are made and shipped directly from Knin, Croatia. When you purchase from Immortelle Shop you are ensuring that you are receiving a 100% Croatian made product.

ARE THE PRODUCTS SAFE TO USE FOR ALL SKIN TYPES?

All of our products are formulated to be safe for all skin types but if you have specific concerns, please consult your doctor or dermatologist with the list of ingredients found on the website. If you are allergic to essential oils or any of the ingredients listed in our products description please refrain from using our products or contact your healthcare provider before doing so. We are not responsible for any allergic reactions.

CAN I INGEST YOUR PRODUCTS?

All of our products are for EXTERNAL USE ONLY. Ingesting essential oils can be dangerous, please do not ingest any essential oils or products listed on ImmortelleShop.com.

WHAT IF I AM ALLERGIC TO ESSENTIAL OILS?

If you have very sensitive skin or are allergic to essential oils, please refrain from using our products. If you have a history of allergic reactions, contact your doctor before using products containing essential oils.

CAN YOUR PRODUCTS BE USED ON PREGNANT WOMEN?

Since almost all of our products contain essential oils, if you are pregnant or breastfeeding we do not recommend that you use our products. Always contact your doctor before using products containing essential oils.

WHAT TEMPERATURE DO THESE PRODUCTS NEED TO BE STORED AT?

We recommend storing your essential oil and beauty products in a cool dry place (the fridge will work), away from direct sunlight and excessive cold and heat.

HOW DO I STORE MY IMMORTELLE PLANTING SEEDS?

We recommend storing your immortelle planting seeds until you are ready to use them, in a cool dry place (the fridge will work), away from direct sunlight and excessive cold and heat.

I WOULD LIKE TO BUY WHOLESALE HELICHRYSUM ITALICUM IMMORTELLE ESSENTIAL OIL AND PRODUCTS?

If you would like to purchase wholesale quantities of our helichrysum italicum immortelle essential oil and immortelle products, please contact our customer service at: orders@immortelleshop.com. We have shipped essential oil and products worldwide, and would love to assist you with that.

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