Refund & Return Policy

At ivono.store, we are committed to delivering high-quality products and an exceptional customer experience. If you are not entirely satisfied with your purchase or require assistance with an item, our dedicated support team is here to help you through a clear and transparent return process.

For all return inquiries, size exchanges, or support requests, please contact us at supporti@ivono.store.

1. Return Eligibility & Window

• 30-Day Return Window: You have 30 days from the date of order delivery to submit a return or exchange request. Regrettably, requests submitted past this 30-day timeframe cannot be accepted.

• Item Condition: To be eligible for a return or exchange, items must be in their original condition—unworn, unwashed, undamaged, and complete with all original packaging and attached tags.

2. Official Return & Resolution Procedure

To ensure your request is logged correctly and processed without administrative delays, please follow these steps:

1. Submit Request via Email: Send an email to supporti@ivono.store including your Order Number, the specific item(s) you wish to return or exchange, and a brief description of the request.

2. Review & Authorization: Our support team will review your inquiry and provide you with official return instructions, including the designated fulfillment center return address. (Please do not send items back without prior authorization).

3. Packaging & Dispatch: Securely pack the item(s) along with your order invoice or a note stating your order details. Ship the package using a trackable shipping service to the authorized address provided.

4. Inspection & Resolution: Upon arrival at our facility, our quality assurance team will inspect the returned item(s). Once verified, your refund or exchange will be authorized and processed according to our standard timeframe.

Note on Shipping Fees: Return shipping costs are the responsibility of the customer, except in cases where the item received is defective, damaged, or dispatched incorrectly by our warehouse.

3. Refunds & Processing Timeline

• Processing Period: Once your returned item is received and passes quality inspection, approved refunds are processed within 15 to 30 business days.

• Payment Method: Reimbursements are credited back to the original payment method used at checkout (e.g., Credit Card, Bancontact, Klarna, or direct bank transfer).

• Shipping Fees: Original delivery fees are non-refundable, unless the return is due to a verifiable merchant error or defective product.

4. Damaged, Defective, or Incorrect Items

If you receive a defective item or an incorrect order, please notify us immediately at supporti@ivono.store with your order number and photo/video evidence of the issue. Upon verification, we will provide a prepaid return label (where applicable) and arrange an expedited replacement or a full refund at no extra cost to you.

5. Contact Information

For any questions regarding our return policies, order updates, or assistance with an existing case, please reach out to our official customer care channel:

• Email: supporti@ivono.store

• Support Hours: Monday to Friday, 9:00 AM – 6:00 PM

At ivono.store, we appreciate your business and strive to resolve all customer requests efficiently, fairly, and transparently.