Shipping & Handling
What's your return policy?
Our goal is to help you find the products that are the perfect fit for your skin, health & lifestyle. We hope you’ll be completely satisfied with your products and will accept any full-sized product for a return (no exchanges), as long as it is at least half full and received within 30 days of initial purchase.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise, we will not be able to authorize the full refund or send out another return label.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused.
What are the steps to return products?
1. CONNECT WITH US
If you would like to return or exchange an item purchased online, please contact us to initiate your return at firstname.lastname@example.org. OurTeam will be happy to assist with a complimentary return label for returns that meet our policy requirements.. It is important that you contact us before you send in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to our team.
2. COMPLETE THE RETURN FORM & PRINT THE PRE-PAID LABEL
Return labels will be sent to the email address attached to your original order unless otherwise specified. Returns can only be processed if our return form is included, and the desired action is specified.
3. PACK YOUR RETURN
Please safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise we will not be able to authorize the full refund.
I purchased your products at an authorized retailer, can I return them to you?
If the products were not purchased directly through ILERA Apothecary, we are not able to process a return. However, if you have specific questions please email us at email@example.com and we’ll assist you.
What if I received an order with broken items, missing items, or my package is missing?
Please contact us as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 3 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and/or package.
Where do you ship from?
All orders ship directly from our headquarters in Detroit, MI, where we create, formulate, and manufacture our entire line! We're proud to own each step of our products' journey - from sourcing to butter - all the way until their arrival at your door. Each product is made with the highest attention to quality and detail.
Where is my order?
You will receive an email from as soon as your order has shipped with your tracking number.
Can you ship to my P.O. box?
Yes, we ship to P.O. boxes using USPS .
It shows that my package was delivered but I do not have it, what do I do?
You will need to contact USPS or UPS as they are our chosen carriers. When you call them please make sure you have the tracking number handy so they can look it up for you. They will be able to provide some more information about where it was delivered and can hopefully help you locate it. If USPS or UPS is unable to locate your package, please email us directly at firstname.lastname@example.org.