Returns and Refunds
Find out how to make your return
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In line with our goal of reducing our environmental impact, our return instructions are digital rather than paper-based. This has a positive effect on our customers, our community and our planet.
When returning your items, please include any branded boxes or sleeves that came with your order in your IVANUE reusable packaging. If anything in your return is damaged or missing, we may not be able to process your refund.
Whether you want to book a collection at your address or drop off your return at a drop-off point, you will need to do so from the country/region from which you placed your order.
Arranging a return is quick and easy. Here's how:
- Go to the Orders and Returns section of your account (if you purchased without registering, read the procedure indicated in the last point)
- Find the order you want to return and click Return .
- Select the items and reasons for your return.
Prepare your return
- Place your item inside the IVANUE packaging, not forgetting any branded boxes, protective bags or sleeves.
- Attach your return label (with three barcodes) to the outside of your IVANUE packaging.
- If you received a return note in your order, please attach it to the outside of your package.
- Give the Waybill doc (with a single barcode) to the courier. Make a note of the waybill number under the barcode to track your return.
Ask the courier to scan the package upon collection. This will ensure that the package is tracked.
Guest Return Instructions
If you placed the order in guest mode (without registration) and you want to return it, contact us by email at ordini@ivanue.com .
In the email you will need to provide your telephone number, your order number (which you can find in the confirmation email) and the reason for the return.
One of our staff will reply to you as soon as possible.
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We accept returns within 14 days of the order being delivered.
Returned items must meet the following criteria:
• Items must be returned intact and unused, with tags still intact and attached and the original packaging included.
• Footwear and accessories must be returned with the original packaging and protective cases (if applicable) and placed inside a shipping box
• When trying on shoes, we ask you not to ruin the sole or damage the box.
• If a product has an IVANUE anti-theft seal or a brand seal, the item must be returned with the seal in its original position.
• Socks, underwear and swimwear must be returned with the protective hygiene labels still attached and, where applicable, in undamaged, closed packaging.
• Lingerie and swimwear must be tried on over undergarments. We do not accept returns of items that have been worn or show signs of use.
• Jewelry items must be returned in the same condition in which they were delivered, in their original packaging and with all the documents provided.
• Because they are created to specific specifications, made-to-order items cannot be returned unless they are damaged or defective upon delivery.
We ask that you take special care when trying on your products, so that you can return them in the same condition in which you received them. Returns that do not meet our conditions will not be accepted.
Customers are responsible for all returns made without our standard returns service and at their own expense. If returning from a country other than the country in which the order was delivered, the customer will be responsible for the return and will have to pay for it. This excludes orders where the item received is incorrect, damaged or faulty.
To improve our customers' shopping experience, we offer a flexible return policy. We monitor the number of returns and reserve the right to close your IVANUE account or limit future orders if you violate our Return Policy.
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Once the Partner brand or boutique receives your return, it will be processed, which may take up to 6 days. Once the return is accepted, we will initiate the refund process using your original payment method, excluding shipping costs. Please note that refunds can take up to 14 days to appear in your account, depending on your payment provider.
To track your return, use the number found under the barcode on the waybill (document with a single barcode) included in your order.
If you cannot find the return tracking, you can request it by email to ordini@ivanue.it indicating the order number.