Frequently Asked Questions

1. Product returns and product exchanges

"I want to return or replace the product. What do I do?"

All products purchased from IVALO.com have a 14-day return policy. To return the product, please fill out the return form at https://ivalo.com/product-return and then send the product to the address provided.

The sender pays the shipping costs of the refund. Most of the designers / brands at IVALO.com do not yet have a free return or exchange agreements with Posti or any other shipping company.

When the fashion brand has received the returned product, the money to be returned is transferred to the customer's account. We do not need customer account information separately because we will return the money via Stripe service used to make the original purchase.

You will receive the refund to your bank account within 5-10 business days. If you have any further questions regarding the exchange or return of products, please contact us via chat at the bottom right of the site or by sending an email to support@ivalo.com

"The product I want is out of stock. What do I do?"

If the desired product or a particular product is out of stock, please contact us via the chat at the bottom right of the site or by emailing support@ivalo.com.

Remember to include the following in your message:

  • the name of the product you want
  • the desired product
  • link see to ivalo.com in online store
  • want to make a reservation for that product

We will inquire it for you, after which we will inform you. At the same time, we can make a reservation for you regarding the product.

2. Buying more products at once

"How do I buy more than one product at a time?"

Products are purchased one by one, and if you buy more than one product from the same fashion brand to the same shipping address, we will refund you the extra shipping costs after your purchase. Please report this via chat at the bottom right of the site or by sending an email to support@ivalo.com.

3. Payment options

"Which payment methods are in use?"

At the moment, we use Stripe as a payment agent, which is used for example by Facebook, Amazon, and a total of over 100,000 other web services. You can pay with all the most common bank cards, including Visa, Visa Electron, Mastercard, American Express and Diners Club.

4. Damaged product

"What should I do if the product fails to meet the expectations or is damaged during the transport?"

It is very important to us that the products meet the promises of their quality and durability, and you are free to return or replace the product within 14 days. Please note that not all brands have free returns. You can ask for more information in the bottom right corner of the chat or email support@ivalo.com

5. Change product to smaller or larger size

"What do I do if the product doesn't fit well on me?"

To change your product for a bigger or smaller one, first fill out the online replacement form at: https://ivalo.com/product-return and send the product to the return address you received. The fashion brand will send you the requested size when they have received the the returning product.

6. Delayed order / Where is my order?

"What do I do if I do not receive the product on time?"

You can inquire about the order anytime in the bottom right corner of the chat or by emailing support@ivalo.com

7. Refund money have still not been credited to my bank account

What do I do if the refund money has not been credited to my account within 10 days from the information of the returning?

To inquire about the return status, please contact customer service chat or email support@ivalo.com

8. What do sustainability and ethics mean to IVALO?

By buying from IVALO, you can be sure that the products are manufactured more ethically and sustainably than many other online stores. At the same time, you support small and medium-sized fashion brands instead of large fast-fashion chains and help reduce fashion emissions globally.

9. Shipping Countries

"In what countries is it possible to order products?"

Products can be ordered anywhere in the world, but IVALO recommends selecting and ordering products as close as possible to your home to minimize the carbon footprint of transport.

"How do you transport clothing, is it ethical? Do you increase airfreight?"

Each shipment is a burden and increases CO2 emissions, however, products purchased from IVALO are not shipped individually or individually, so transport emissions are minimized.

10. Prohibited materials for products sold at IVALO.com

"Do you sell fur?"

Furs and fur accessories are on the Prohibited List. You will not find these at IVALO.com.

11. Joining IVALO as a fashion brand

"I would like to sell my products through IVALO"

All brands at IVALO are curated very carefully. You can apply HERE.