Returns | Customer Service

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. 

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.

You can do that via our Returns Portal, which you can find here.

Note! You'll find instructions on how to use the portal by clicking here.

After you have sent the return request, you will automatically receive a shipping label from the system. If you get an error, our team will check it manually within weekdays and you'll receive the shipping label with a slight delay.

Once the return is accepted, you'll get a separate e-mail with a download-button, where you are able to access the shipping label. We ask that you always use the shipping label we provide instead of the instructions / shipping label that might be inside the parcel when you receive it.

If your order has multiple brands' items, you will need to create as many return requests as there is brands. This way you will get a separate label for each shipment.

Kindly note that you have to cover the original shipping label from the parcel if you return the products on the same packaging. If you do not, it might cause issues with the shipping of the parcel.

2. Ship the parcel(s)

Pack the return shipment as instructed below.

Place the item you’re returning back in its original packaging or another suitable packaging. The package should be secure and durable enough to withstand shipping.

Seal the package properly, and remove or cover any old shipping labels to avoid the return being directed back to the original address.

Attach the shipping label that you’ve received by e-mail to the package, ensuring the barcode is clearly visible. You can also access your shipping labels by inserting your details again to the Returns portal.

Once the shipment is packed, you can schedule a pickup from a chosen location and time as instructed below.

Schedule a Pickup

To schedule a pickup, click here.

• Make sure you’re creating the request in your country’s FedEx site. A pop up will ask you to continue to the correct site based on your location.
• No login is required—simply click the “Get Started” button.

In the next screen, you’ll be asked for your shipment’s tracking number and postal code. The tracking number can be found between the barcodes on your return label. Instructions for locating it are available below in section "Fedex | Return labels".

Completing the Pickup Request

After entering the required details fill in all fields and provide any specific pickup instructions for the courier, such as “white semi-detached house, package is on the steps”  if you won’t for example be at home for the pickup.

The exact package weight isn’t necessary, but an approximate weight is helpful.

Once you’ve completed the form, click “Next” and confirm the details and accept the FedEx terms. By clicking “Confirm Pickup,” your pickup request is complete.

When ordering, please take into account that not all of our underwear (including some bikini bottoms or swimsuits)  has the right of return for hygiene reasons. Please check this from the “Shipping” -tab on the product page before ordering. All underwear to be returned must be unused and must have the hygiene protection in place. Please try on underwear only over your own underwear.

The right of return only applies to products in salable condition. There is no return right for used, dirty or otherwise damaged products. Please inspect the product before trying it on. If you notice an error in the product, please report it to our customer service promptly.

Some of our brands operate from England (KOMODO), meaning that shipments are cleared through customs on your behalf at no additional cost to you. However, when returning an item, we require a bit of your assistance to ensure a smooth delivery. Please follow the instructions below.

• You will receive a return shipping label as usual for any other return.
• An additional customs clearance document will be included, which must be handed over to the FedEx courier upon pickup. It is the last page of your shipping label document.
• When the shipment is leaving the EU, FedEx will send you a request to verify your social ID.
• Once you have completed the verification in the FedEx system and the information has been provided to the delivery company, the package will be delivered as normal at no extra cost to you.

If you have any concerns regarding FedEx’s communication, we are happy to assist you at info@ivalo.com.

What do I need to print out?

Once your return request has been approved, you will receive a shipping label document via the download button.

• The label must be printed and attached to the package.
  

FedEx unfortunately do not accept shipments to be returned without a physical shipping label attached to the parcel.

How do I find the tracking code for my return?

Find the tracking number for your return shipment, which is needed when scheduling a pickup. The 12-digit tracking number is located between the barcodes on the label, as shown in the image below. The tracking number is circled in blue.