Refund Policy

Last updated: 16 October 2026

At Ivolantrix, we want you to love every piece you buy from us. If something isn't quite right, we're here to help. This Refund Policy explains your rights, how to return an item, the conditions that apply and how and when you'll receive your refund.

This policy does not affect your statutory rights as a consumer under UK law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

If you have any questions, please email us at info@ivolantrix.com.

1. Who We Are

ivolantrix.com is operated by NA LONDON LTD, trading as Ivolantrix, a private limited company registered in England and Wales.

Company number: 15936305 Registered office: Flat 8, 14 Highland Road, Bromley, BR1 4AD, United Kingdom Email: info@ivolantrix.com

Please note that our registered office is not a returns address. Please do not send returns there. We will give you the correct return address when you contact us to arrange a return.

2. Your Right to Cancel

You have the right to cancel your order within 14 days of the day you receive your goods, without giving any reason.

If your order is delivered in more than one parcel, the 14-day period starts on the day you receive the last item in your order.

You can also cancel your order at any time before it is delivered. If your order has not yet been dispatched, please contact us as soon as possible and we will cancel it and refund you in full.

3. How to Tell Us You Want to Cancel

To cancel your order or return an item, please email us at info@ivolantrix.com within 14 days of receiving your goods. Please include:

Your full name
Your order number
The items you want to return
The reason for your return (optional, but it helps us improve)

You then have a further 14 days from the date you tell us you wish to cancel to send the items back to us.

4. Return Conditions

To be eligible for a return, items must be:

Unworn, unwashed and unaltered
In their original condition, free from stains, odours, perfume, deodorant, make-up, pet hair or smoke
Returned with all original tags still attached
Returned in their original packaging where possible

You may try on items at home in the same way you would in a shop, to check the size, fit and style. If items show signs of wear, washing or damage beyond what is needed to check them, we may reduce your refund to reflect the loss in value. In some cases, if the item cannot be resold, we may not be able to offer a refund.

5. Items That Cannot Be Returned

For hygiene and health reasons, some items can only be returned if they are unopened and the hygiene seal or original packaging is intact. These include:

Underwear and lingerie
Swimwear and bodysuits, if the hygiene liner has been removed
Earrings and body jewellery
Face masks and similar personal items

The following items also cannot be returned unless they are faulty:

Items that have been personalised, altered or made to your specifications
Gift cards and e-gift cards

6. How to Return an Item

Email us at info@ivolantrix.com with your order number and the items you'd like to return.
We will reply with your return authorisation and the return address.
Pack the items securely, ideally in their original packaging, with all tags attached.
Include a note with your name and order number inside the parcel.
Send your return using a tracked postal service and keep your proof of postage until your refund has been processed.

Please do not send items back without contacting us first. Returns sent without authorisation, or to the wrong address, may be delayed or not accepted.

7. Return Shipping Costs

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.

We strongly recommend using a tracked and insured postal service. We cannot accept responsibility for returns that are lost or damaged in transit, so please keep your proof of postage.

If your item is faulty, damaged or incorrect, we will cover the cost of the return. Please see Section 12 below.

8. Inspection of Returns

Once your return arrives, our team will inspect the items to make sure they meet our return conditions. This usually takes 2 to 5 business days from the day we receive your parcel.

We will email you to confirm that your return has been received and whether your refund has been approved.

If your return does not meet our conditions, we will contact you to explain why. In this case, we may offer a partial refund or return the items to you, at your cost.

9. Refunds

If your return is approved, we will refund you within 14 days of receiving the returned items, or within 14 days of you providing proof that you have sent them back, whichever is sooner.

Your refund will include:

The full price of the returned items
The standard delivery cost of your original order, if you return the whole order

If you chose a more expensive delivery option than our standard delivery, we will only refund the cost of standard delivery. If you return only part of your order, the original delivery cost will not be refunded.

The cost of returning items to us is not refunded, unless the items were faulty, damaged or incorrect.

10. How You'll Receive Your Refund

Refunds are always made to your original payment method. We cannot issue refunds to a different card, account or payment method.

Once we have processed your refund, it may take an additional 3 to 10 business days to appear in your account, depending on your bank or payment provider.

If you paid using a buy now, pay later service, your refund will be sent to that provider, and they will update your payment plan or balance in line with their own terms.

If you used a discount code, your refund will be for the amount you actually paid. Discount codes cannot be reissued or refunded as cash.

If you received free items or a gift as part of a promotion and you return the products that qualified for it, we may ask you to return the free items as well, or deduct their value from your refund.

11. Exchanges

We do not offer direct exchanges at the moment. If you would like a different size or colour, please return your original item for a refund and place a new order for the item you want.

We recommend placing your new order as soon as possible, as stock levels can change quickly.

12. Faulty, Damaged or Incorrect Items

We carefully check every order before it leaves us, but if you receive an item that is faulty, damaged or not what you ordered, we're very sorry and we will put it right.

Please contact us at info@ivolantrix.com within 30 days of delivery with:

Your order number
A description of the problem
Clear photos of the item and the issue, and of the packaging if it arrived damaged

We will arrange a free return and offer a replacement or a full refund, including the original delivery cost.

Under the Consumer Rights Act 2015, your rights for faulty goods are:

Within 30 days of delivery, you are entitled to a full refund
After 30 days and within 6 months, we will usually offer a repair or replacement first, and if this is not possible or doesn't solve the problem, a refund
After 6 months, you may still be entitled to a repair, replacement or refund, but you may need to show that the fault was present at the time of delivery

Normal wear and tear, accidental damage, damage caused by misuse or by not following the care label instructions, and alterations are not considered faults.

13. Sale and Discounted Items

Sale and discounted items can be returned in the same way as full-price items, within the 14-day cancellation period and under the same conditions.

The refund will be for the price you actually paid for the item.

14. Gifts

If you received an item as a gift, please contact us at info@ivolantrix.com with the order number. Refunds for gifts are made to the original payment method of the person who placed the order.

15. Late or Missing Refunds

If you haven't received your refund within the expected time, please:

Check your bank account or payment provider again
Contact your bank or card provider, as processing times can vary
If you still haven't received it, email us at info@ivolantrix.com with your order number and we will look into it

16. Refused or Uncollected Parcels

If you refuse delivery of your order or do not collect it, and it is returned to us, we will treat this as a cancellation. Once the parcel has been returned to us, we will refund the price of the items. The original delivery cost and any return shipping charges we incur may be deducted from your refund.

17. Order Cancellations Before Dispatch

If you want to cancel your order before it has been dispatched, please email us at info@ivolantrix.com as soon as possible with your order number. If your order has not yet left us, we will cancel it and issue a full refund, including delivery costs.

If your order has already been dispatched, you can still return it once it arrives, in line with this Refund Policy.

18. Abuse of Our Returns Policy

We want to keep our returns process fair for all customers. If we notice an unusually high number of returns on an account, or returns that do not meet our conditions, such as worn or washed items, we may refuse future orders or returns from that account. This does not affect your statutory rights.

19. Changes to This Policy

We may update this Refund Policy from time to time. The latest version will always be available on this page, with the date it was last updated. The policy in place when you placed your order will apply to that order.

20. Contact Us

If you have any questions about returns, refunds or exchanges, our team is happy to help.

NA LONDON LTD, trading as Ivolantrix Flat 8, 14 Highland Road, Bromley, BR1 4AD, United Kingdom Email: info@ivolantrix.com