Delivery and Returns
Note: We're happy to help you also in Finnish, if needed.
Every product purchased from 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.
Table of contents
- Product return
- Product reclamation
- Delivery information
- Company information
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:
Step 1: Create the return request online
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) After signin in, you will see your own shipping address and a list of items in your order.
4) Click “Return items” for the products you wish to return and select the reason for the return (additional information).
IVALO.COM will review the return and send you the return shipping label via email.
5) When you have shipped the return remember to mark the return as shipped in the portal. This way the brand knows to expect your return and we can process your refund.
Step 2: Shipping the product or ordering a pickup
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 after the fashion brand has received the product and checked its quality. We do not refund original shipping costs.
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.
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 both shipping fees and delivery times, by themselves. Therefore, the shipping fees and delivery times at IVALO.COM may vary.
You will always pay only one shipping fee, even if you’re buying from multiple brands. We offer free shipping on orders over 200€.
When purchasing from brands that are located outside the EU, please note that IVALO.COM is not responsible for 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 from the following brands: &Sons, AmaElla, BEEN London, Bibico, Edward Mongzar, Fanfare, Gung Ho, Komodo, Lemuel MC, Rakha, RAW Copenhagen, Riona Treacy, Katharine Hamnett, van Dalsky, Vanesa Vinhas, Veryan and Vildnis.
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 the EU countries.
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