Delivery and Returns
Note: We're happy to help you also in Finnish, if needed.
Mark your return here. You will receive an email with instructions on every step of the returning process and you can read more about our returning process below.
We work hard to reduce the need for product returns to minimize their environmental impact. You can support our sustainability work by carefully choosing the reason for your return and providing a short additional note.
Full Return Policy
IVALO.COM has a 14 day return period starting from the day you receive the product. The product must be unused, re-sellable and in its original package. Custom made products and gift cards are an exception and you cannot return them or get a refund.
Please notice that some of our underwear can't be returned for hygiene reasons. You can find this information on the product page before placing an order. All returned underwear and swimwear must be unworn and have their hygiene strips in place. Please only try on underwear on top of your own underwear.
Product return is free of charge.
If you want to make an exchange, please place a new order and return your original order.
Only buy if you love it, as loved fashion lasts. However, if the product is not what you expected, follow the instructions and return the product.
Mark your return
1) Go to our online return portal from this link.
2) Sign in using your
- email address (the same address you used making the order) and
- order number (use the 4-digit number e.g. 1234, not #1234-01)
3) Select the products you wish to return and select the reason for the return.
We work hard to reduce the need for product returns to minimize their environmental impact. You can support our sustainability work by carefully choosing the reason for return and providing a short additional note.
4) You will receive an email confirming that your request has gone through. After this our customer service will accept your request and you will receive your shipping label. Please note that our customer service is working Mon-Fri and will accept your request as soon as possible during opening hours.
Ship your package
You need to print the return shipping label and attach it on the top of your package. The shipment has been paid for in advance and is free of charge.
You have two options to return the items.
1) Drop the package to your closest DHL service point.
2) Order a pickup from your home.
To order a pickup, click here. See the instructions below. The pickup has been paid for in advance and is free of charge.
Step 1: Select “No” to question “Do you need to create a shipping label?”
Step 2: Select “I have a DHL Waybill Number” and enter it without spaces. You can find it on your return label.
Step 3: Click “NEXT” and you will be asked to enter contact information and select a timeframe for the pickup.
DHL Express will pick up your shipment from your home. The pick up is free of charge.
If you want to make a reclamation of the product, please contact us via the chat located in the bottom right corner of IVALO.COM-website or send us an email at email@example.com.
IVALO.COM compensates the product's price to your account within 14 business days after your return. If your package has not arrived to the brand in 14 business days, IVALO.COM will compensate your return after the fashion brand has received the product and checked its quality. Original shipping costs will only be refunded if the whole order has been returned.
Please make sure to follow our return instructions in order to receive a refund in time.
The refund is always made to the same bank account used to make the purchase. The refund cannot be made to any other bank account or via different payment method. Orders placed with a gift card will be refunded to a gift card.
After the refund is made it takes a few business days to transfer to your back account.
Please notice that not picking up the package is not accepted as a return. We will charge a processing fee of EUR 15 for orders that have not been picked up or canceled.
Our customer service will help you with any questions you may have via the chat located in the right corner of IVALO.COM-website. The IVALO.COM customer service team will reply to you as soon as possible. Please note that the IVALO.COM is a small team and is getting a lot of inquiries, so sometimes the replies are delayed. Thanks for your patience.
About product delivery
The fashion brands on IVALO.COM operate as independent merchants. When you buy a product from IVALO.COM you buy it directly from the fashion brand. Thus, the fashion brand delivers the product directly to you, with no extra warehouse or other middleman in between.
If your order has several products from several fashion brands, you receive more than one package.
Shipping fees and delivery times
The fashion brands operate as independent merchants on IVALO.COM. They send the orders and define delivery times by themselves. Therefore, the delivery times at IVALO.COM may vary.
Shipping costs to Finland: 7,90 € / order.
Shipping costs to other countries in Europe: 35€ / order.
You will always pay only one shipping fee, even if you’re buying from multiple brands.
IVALO.COM is not responsible for any customs clearance of products or any customs duties. Read more and calculate the price of customs clearance here.
Due to Brexit, note that you might have to pay separate VAT or custom payments when ordering to EU from the following brands: &Sons, AmaElla, BEEN London, Bibico, Fanfare, Gung Ho, Lemuel MC, RAW Copenhagen, Riona Treacy, Katharine Hamnett, van Dalsky, Vanesa Vinhas, Veryan.
All brands in IVALO.COM that are not listed above are located in EU. Please note that when ordering from outside of EU, you may have to pay separate customs charges.
Please note that customs duties may also apply when ordering from Åland. Read more here.
Order status and delivery tracking
If you have not received a confirmation that your order has been shipped or you didn't receive any tracking number with the shipping info via email or the tracking number is incorrect, please contact us via the chat located in the bottom right corner of IVALO.COM-website.
Where are products delivered?
All brands on IVALO.COM ship to Europe.
Buying from multiple fashion brands at the same time
You will always pay only one shipping fee, even if you’re buying from multiple brands. Products will be shipped from different locations directly from the fashion brands, so you will receive them as multiple shipments.
Cancelling or changing the order before shipping
You can cancel the order before it is sent to you. In this case, please contact us via the chat located in the bottom right corner of IVALO.COM-website.
If you want to change your order before it is shipped, please contact us via the chat located in the bottom right corner of IVALO.COM-website.
Pearl & Starr Enterprises Oy
Paloheimonkatu 2, 11130 Riihimäki