At Ivona Sale Store, we are committed to providing our discerning clientele with a seamless shopping experience from the moment you place your order to the final delivery of our timeless collections. Our policies reflect our dedication to quality, elegance, and customer satisfaction.

Shipping Information

Order Processing

All orders are carefully processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to accommodate your needs:

  • Standard Shipping ($12.95): Delivered via DHL or FedEx within 10-15 business days after dispatch
  • Free Shipping (orders over $50): Delivered via EMS within 15-25 business days after dispatch

Please Note: Delivery times are estimates and may vary depending on your location and customs processing. International customers (excluding Asia and certain remote regions) may be subject to customs fees which are the customer’s responsibility.

Returns & Exchanges

We want you to be completely satisfied with your purchase from our curated collections. Should any item not meet your expectations, our refined returns process ensures a seamless experience.

Eligibility

To qualify for return or exchange:

  • Items must be in original condition with all tags attached
  • Returns must be initiated within 15 days of delivery
  • A completed return form must accompany your package

Important Exceptions: For hygiene reasons, footwear and all items marked as SOLD OUT (final sale) cannot be returned or exchanged unless faulty.

Our Step-by-Step Return Process

  1. Initiate Your Request: Email [email protected] with your order number and return reason within 15 days of delivery
  2. Prepare Your Package: Include the original packaging, all tags, and a copy of your invoice
  3. Ship Your Return: Send to our Glendale boutique at 5157 West Kerry Lane, Glendale, US 85308 using a trackable service (original shipping fees are non-refundable)
  4. Inspection: Our quality team will review your return within 3 business days of receipt
  5. Resolution: You’ll receive email confirmation of your refund or exchange processing

Refund Details

Upon approval:

  • Timeline: Refunds process within 5-7 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Standard shipping fees are non-refundable; return shipping is the customer’s responsibility

Exchange Preferences

For exchanges of tops, bottoms, or dresses:

  • We recommend selecting your alternate size or color during the return initiation
  • Exchanges ship via standard shipping at no additional cost once your return is received
  • Should your exchange item be unavailable, we’ll process a refund instead

International Returns

For our global clientele (excluding Asia and certain remote regions):

  • Customs fees are non-refundable
  • Return shipping costs are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid additional duties

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Ivona Customer Care,

I would like to initiate a return/exchange for my recent purchase (Order #______). Below are the details:

Item(s) for Return: [Product Name, Size, Color]

Reason for Return: [Please specify]

Preferred Resolution: [Refund / Exchange for (specify alternate size/color)]

I confirm the items are unworn, with original tags attached, and in resalable condition.

Sincerely,

[Your Full Name] [Your Email Address] [Your Contact Number]

Need Assistance?

Our personally-staffed customer care team is available to assist you with any questions about our shipping or returns policy. Contact us at [email protected] or +1 (555) 123-4567 during our boutique hours.

We appreciate your trust in Ivona Sale Store and remain committed to ensuring your satisfaction with our curated collections of timeless elegance.