FAQ

Can't find what you're looking for? Email us at hello@ivoriva.com and we'll get back to you within 24-48 hours.

Orders & Shipping

How long does shipping take?

Orders are processed within 1-3 business days. Standard delivery to the United States takes 7-15 business days after your order ships. Please allow a little extra time during the holiday season.

How much does shipping cost?

Shipping is free on orders over $59. Orders under $59 ship for a flat $5.99.

Will I have to pay customs fees or import duties?

No. All import duties and taxes are already included and paid by us. You will never be asked to pay anything extra on delivery.

Will my items arrive together?

In most cases, yes. Items from the same order are packed and shipped together whenever possible. If your order is split into more than one package, you'll receive a tracking number for each one.

How do I track my order?

As soon as your order ships, you'll receive an email with your tracking number and link. You can also visit our Track Your Order page.

Do you ship outside the United States?

Right now we only ship within the United States.

Sizing & Fit

How do your sizes run?

Several of our pieces follow a slimmer, Asian-style sizing. Each product page includes a size guide - please check it before ordering. If you're between sizes, we recommend sizing up, especially for knitwear and jeans you plan to layer.

Not sure which size to choose?

Email us your usual US size and measurements before you order and we'll gladly help you pick the right one. Since returns ship internationally, getting the size right the first time saves you time and money.

Returns & Refunds

What is your return policy?

You can request a return within 30 days of delivery. Items must be unworn, unwashed and in their original condition with tags attached. See our full Return & Refund Policy.

Who pays for return shipping?

If you're returning an item for a reason that isn't our fault (for example, it doesn't fit or you changed your mind), return shipping is paid by you. Our items ship from our international fulfillment center, so returns are sent back there - international return shipping can cost more than a domestic return, so please contact us first and we'll do our best to find the easiest option for you.

How do I start a return?

Email us at hello@ivoriva.com with your order number and the item you'd like to return. We'll reply with the return address and instructions. Please don't send items back without contacting us first - returns sent without approval can't be processed.

What if my item arrives damaged, defective or wrong?

We're so sorry! Email us within 7 days of delivery with your order number and a photo, and we'll send a replacement or a full refund at no cost to you - you won't need to pay for any return shipping.

When will I get my refund?

Once your return is received and inspected, we'll refund your original payment method within 5-10 business days. Original shipping charges are non-refundable.

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal. All payments are processed securely - we never see or store your card details.