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Updated 7.11.2024

Product return

You can find full return instructions by clicking here. Please follow the instructions in the link to ensure the smoothest possible return process.

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. 

Please always take good care of the products you are about to return. The returned products must be unused, re-sellable and in their original package with all hang tags attached. Please handle all products with care, and fold them carefully in the return package.

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. 

If a returned item is used, damaged, soiled or in any way altered they return may be rejected. Please check the products you receive before trying them on. If you receive a defective product, please notify our customer service before returning it.

Please notice that some underwear sold on our website 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. 

Returning product(s) costs 5,99€/order. Even if your order includes products from several brands, you will only be charged one return cost per order. The payment will be deducted from your refund amount.

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 5-digit number e.g. 12345, not #12345-01)

3) Select the products you wish to return and select the reason for the return. 

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(s) for the return.

Please note that all returns are shipped directly to the brand's warehouse. If you are returning products from multiple brands, you will also receive multiple shipping labels. Please use a separate shipping label for each brand's return. If you are unsure, do not hesitate to contact our customer service.

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(s)

Print out the DHL shipping label and attach it on the top of your package. If you cannot print it out, please write your name and waybill-number in clear hand writing on the package and order pickup. 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 Express service point.

Please only use DHL Express service point to ship your return. Check the closest DHL Express service point here.

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.

Product complaints

If you have received an item with defects or if you have received the wrong item entierly (wrong size, color or product) from what you have ordered, please contact our customer service via e-mail and attach a photo of the defect.

Refund

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 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 or credit card 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.

Additional information

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. 

Delivery information

About product delivery

The brands on IVALO.COM operate as independent merchants. When you buy a product from IVALO.COM you buy it directly from the brand. Thus, the brand delivers the product directly to you, with no extra warehouse or other middleman in between.

If your order has several products from several brands, you receive more than one package.

Shipping fees and delivery times

The 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. 

The shipping fee is 5,90€ in the following countries:

Free delivery for orders over 200€. 

You will always pay only one shipping fee, even if you’re buying from multiple brands. 

Customs duties

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.

All brands in IVALO.COM are located in EU. Please note that customs duties may 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 EU.

Buying from multiple 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 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 our customer service. If you want to change your order before it is shipped, please contact our customer service.

Contact us

IVALO.COM customer service will help you with any questions you may have about shipping or deliveries.

Email us: info@ivalo.com

IVALO.COM customer service team will reply to you as soon as possible.  

Company info

IVALO.COM
Pearl & Starr Enterprises Oy
VAT-ID FI26935453
Lapinlahdenkatu 16, 00180 Helsinki, Finland
www.ivalo.com