Service Policy

1. Overview of My Services

At ivorialune (hereinafter referred to as “I”), I provide an online shopping service for home furnishings, allowing customers to browse products, review product information, place orders, make payments, and receive assistance with shipping, returns, and other purchase-related matters.

This Service Policy explains the general conditions governing the use of my website and shopping services. It should be read together with my Shipping Policy, Order Cancellation Policy, Return and Exchange Policy, Privacy Policy, and other applicable policy pages.

The policies are intended to provide clear information about the shopping process, customer responsibilities, available support, and the procedures applicable to purchases. If a provision of this policy conflicts with a mandatory consumer protection requirement applicable to your transaction, the mandatory requirement will prevail.

2. Website Access and Customer Information

You may use my website to browse available products, review product details, place orders, and contact me for customer support.

When placing an order or making an inquiry, please provide accurate, complete, and current information, including your name, delivery address, email address, phone number where requested, and any other details reasonably needed to process your purchase.

You are responsible for keeping any account credentials confidential and notifying me if you identify unauthorized activity involving your account or order information.

I make reasonable efforts to maintain accurate website content and reliable shopping functions. However, product listings, inventory information, website features, and service details may occasionally require correction or updating. Temporary interruptions, technical errors, or inaccurate information may occur.

If you identify an error affecting an order or your ability to use the website, please contact me so I can review the matter and take appropriate steps where reasonably possible.

3. Product Information, Availability, and Pricing

My product pages are designed to provide useful information about the home furnishings offered for sale. Depending on the product, this information may include photographs, descriptions, dimensions, materials, colors, specifications, and availability.

I make reasonable efforts to present product information accurately. Actual product appearance may vary slightly from website images because of lighting conditions, display settings, or differences between screens. Please review the written description, measurements, materials, and other listed specifications before purchasing.

Product availability may change as inventory is updated. If an item becomes unavailable after an order is submitted, I will communicate the issue and explain the available options, which may include cancellation and a refund where appropriate.

Product prices are displayed in U.S. dollars unless otherwise stated. Applicable shipping charges, taxes, and other required amounts will be presented during checkout before you complete your purchase. The order summary will show the total amount payable for your review.

If I identify a material pricing or listing error before an order is fulfilled, I will review the circumstances and contact you regarding the available options. I will not treat an incorrect listing price as an unrestricted right to change an already completed transaction without considering the applicable terms and consumer protection requirements.

4. Orders and Payments

Before submitting an order, please review the selected products, quantities, delivery address, contact information, shipping charges, applicable taxes, and final order total.

Payment must be completed using the payment methods made available during checkout. Where supported, payments may include Visa and Mastercard.

After an order is submitted, I will provide an order confirmation using the contact information supplied at checkout. The confirmation helps you identify the purchase and refer to it when contacting customer support.

Order processing and fulfillment remain subject to product availability, payment verification, and the applicable order terms. If you notice an incorrect item, an address error, a duplicate order, or another issue after checkout, please contact me promptly.

If a payment appears to have been completed but you have not received an order confirmation, please provide the relevant transaction and contact details so I can review the status.

5. Shipping and Delivery

I generally allow 1–3 business days for order processing before shipment. Estimated transit time is generally 5–10 business days after dispatch. These are estimates rather than guaranteed delivery dates.

Shipping availability, applicable fees, order processing, carrier selection, tracking, address accuracy, and delivery issues are explained in my Shipping Policy.

You are responsible for providing a complete and accurate delivery address. If you notice an error after placing an order, contact me as soon as possible. Whether a change can be made depends on the order's current fulfillment and shipping status.

If a shipment is delayed, arrives damaged, or appears to be missing, please contact me with your order number and relevant tracking information. I will review the available details and explain the appropriate next steps.

Nothing in this policy limits any mandatory delivery obligations or consumer remedies applicable to your purchase.

6. Order Cancellations

If you need to cancel an order, please contact me as soon as possible after checkout.

Under my voluntary cancellation policy, you may request cancellation within 48 hours of placing your order, provided it has not shipped and can still be stopped. Cancellation may no longer be operationally possible after the order has entered an advanced fulfillment stage or has been handed over to a carrier.

I will review your request and confirm whether cancellation can be completed. Submitting a cancellation request does not mean the order has already been canceled.

For an approved cancellation, I will initiate the refund within 1–3 business days after confirming the cancellation. If a mandatory refund deadline applies, that deadline will take precedence over the voluntary processing target.

For full details about eligibility, cancellation requests, and refund procedures, please review my Order Cancellation Policy.

The voluntary 48-hour cancellation window does not restrict any statutory withdrawal or cancellation right that applies to your transaction.

7. Returns and Exchanges

I offer a voluntary 40-day return and exchange period beginning on the date you receive your order, subject to the applicable policy terms.

Return and exchange requests may involve a change of mind, a product quality concern, damage during delivery, an incorrect item, or another issue requiring review. The applicable process and allocation of return shipping costs depend on the reason for the request and the consumer rights applicable to the purchase.

For a voluntary return approved under my policy, I will initiate the refund within 1–3 business days after the returned item has been received and the applicable inspection has been completed.

For furniture that cannot ordinarily be returned by standard mail, any applicable return shipping cost or reasonable estimate will be disclosed before purchase where required. The relevant product page or pre-contract information should explain the estimate and the conditions under which it applies.

For detailed information about return eligibility, statutory withdrawal rights, product quality remedies, exchange procedures, and return transportation costs, please refer to my Return and Exchange Policy.

Nothing in this Service Policy is intended to restrict mandatory rights relating to withdrawal, defective goods, repair, replacement, refunds, or other consumer remedies.

8. Refunds and Payment Processing

Refunds are generally issued through the original payment method. Where an order was paid for using Visa or Mastercard, the refund will normally be directed to the corresponding card account through the original payment channel.

For an approved order cancellation, I will initiate the refund within 1–3 business days after confirming the cancellation.

For an approved voluntary return, I will initiate the refund within 1–3 business days after receiving the returned goods and completing the applicable inspection.

These timeframes refer to when I initiate the refund. The time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.

For a statutory withdrawal or qualifying product claim, I will follow the reimbursement deadlines and remedy requirements applicable to the purchase. The voluntary processing periods described above do not extend a mandatory deadline.

If your refund does not appear within the timeframe indicated by your payment provider, please contact me with your order number and refund details so I can help review the transaction.

9. Privacy and Personal Information

I handle personal information in connection with website operation, order processing, payment administration, delivery arrangements, customer service, and other relevant business activities.

Depending on the circumstances, information may include contact details, shipping information, order history, payment-related transaction information, and communications relating to your purchase. Information is handled in accordance with my Privacy Policy and the data protection requirements applicable to the relevant activity.

Where applicable, these requirements may include U.S. federal and state privacy rules and the European Union's General Data Protection Regulation (GDPR). The specific rights and obligations that apply depend on the circumstances and the relevant jurisdiction.

For details about the information collected, the purposes and legal bases for processing where required, disclosures to service providers, retention practices, and available privacy rights, please review my Privacy Policy.

10. Website Content and Intellectual Property

My website may contain written descriptions, photographs, graphics, illustrations, page layouts, logos, and other content used to present products and support the shopping experience.

Such materials may be protected by applicable intellectual property rights. Unless I have given permission or the use is otherwise legally permitted, you may not reproduce, distribute, modify, publish, or use website content for unrelated commercial purposes.

You may use the product information and website materials for personal browsing, evaluating products, completing purchases, and communicating with me about an order.

If you wish to use a particular photograph or other website material for another purpose, please contact me to request permission where appropriate.

11. Website Availability and Service Limitations

I make reasonable efforts to maintain access to my website and provide useful product information and customer support. However, temporary service interruptions may occur because of maintenance, technical problems, third-party service disruptions, network failures, or other circumstances.

Delivery and order fulfillment may also be affected by severe weather, carrier interruptions, transportation delays, or other events beyond my reasonable control.

When an interruption materially affects an order or customer service request, I will review the situation and provide relevant updates where reasonably possible.

Nothing in this policy excludes or limits responsibility where such exclusion or limitation is prohibited by applicable law. No statement in this policy is intended to remove mandatory consumer protections or remedies.

12. Complaints and Dispute Resolution

If you have a concern about a product, order, payment, delivery, cancellation, return, or refund, please contact me first so I can review the issue and discuss the available options.

I aim to acknowledge and respond to customer complaints within 1–3 business days. This is my customer service target and does not replace any statutory deadline applicable to a particular complaint, refund, repair, replacement, or other remedy.

Please provide your order number, a clear description of the issue, and relevant supporting information where available. I may request additional details when reasonably necessary to investigate the matter.

The applicable dispute resolution procedures and consumer remedies depend on the transaction and the requirements that apply to it. Nothing in this policy requires you to waive mandatory rights or prevents you from using a consumer complaint mechanism or other remedy available under applicable law.

13. Policy Updates

I may update this Service Policy when my website functions, service procedures, or applicable requirements change.

The latest version published on my website will identify the current policy text. If a material change requires specific notice or consent under applicable law or the terms of an existing transaction, I will follow the relevant requirements.

A policy update will not retroactively remove rights that have already accrued or override mandatory consumer protections applicable to an existing purchase.

14. Contact Information

For questions about my services, website use, orders, payments, shipping, cancellations, returns, exchanges, or refunds, please contact me using the details below.

Address: 1200 Holden Ave #155, Orlando, FL 32839, United States

Phone: +1 (407) 628-9143

Email: team@ivorialune.com

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding observed holidays.

When contacting me about an existing purchase, please include your order number and the email address or phone number used at checkout. This information will help me identify your order and provide more efficient assistance.