Refund policy
REFUND AND RETURN POLICY
Last Updated: August 18, 2026
This Refund and Return Policy applies to purchases made through www.ivellora.com.
Ivellora is operated by Lu'an Yuanqi E-Commerce Co., Ltd. (六安源启电子商务有限公司), a company registered in China.
1. RETURN ELIGIBILITY
You may request a return within 30 calendar days after the tracking information shows that your order was delivered.
To be eligible for a return, the item must:
• Be unworn, unwashed, unaltered and unused, except for reasonable indoor fitting;
• Be free from damage, stains, makeup, deodorant, perfume, odors, pet hair or other signs of use;
• Have all original tags attached;
• Be returned with its original packaging and accessories; and
• Meet all other requirements stated in this policy.
A product worn to an event, photo shoot, party, wedding, prom or other occasion is considered used and is not eligible for return.
All returns require prior authorization from Ivellora. Items returned without authorization may not be accepted.
2. HOW TO REQUEST A RETURN
To request a return, email support@ivellora.com within 30 calendar days after delivery.
Please include:
• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return; and
• Clear photographs if the item is damaged, defective or incorrect.
If your request is approved, we will provide return instructions and an authorized return address based on the order, product and delivery destination.
Do not send a return to the address shown on the package or to our registered business address unless our customer service team specifically instructs you to do so.
Returns sent to an unauthorized address may be delayed, refused, lost or returned to the sender. Ivellora is not responsible for products sent to an unauthorized return address.
3. RETURN SHIPPING COSTS
For returns based on personal preference, size selection, color selection, change of mind or other reasons not caused by an error by Ivellora, the customer is responsible for the return shipping cost.
If we confirm that an item was materially defective, damaged in transit or different from the item ordered, Ivellora will provide an appropriate resolution and may cover reasonable return shipping costs.
Please do not return an item using a collect-on-delivery or cash-on-delivery service. Unauthorized shipping charges may be deducted from an eligible refund where permitted by law.
We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed. Ivellora is not responsible for unauthorized return packages that are lost or damaged in transit.
4. NON-RETURNABLE ITEMS
The following products are not eligible for return or refund, except where required by applicable law or where we confirm that the product was defective or incorrect:
• Custom-sized dresses made using measurements submitted by the customer;
• Products customized or modified according to a customer’s request;
• Products that have been worn, washed, altered, damaged or used;
• Products without their original tags or packaging;
• Color swatches and fabric samples;
• Earrings or other hygiene-sensitive products, when identified as non-returnable on the product page;
• Products returned without prior authorization;
• Products returned after the applicable return period; and
• Gift cards, if offered.
Selecting a standard size, color or other standard product option does not by itself make a product custom-sized.
5. CUSTOM-SIZED PRODUCTS
Custom-sized products are made using measurements provided by the customer and cannot normally be returned because of change of mind, incorrect measurements submitted by the customer or dissatisfaction with personal fit preferences.
Customers are responsible for reviewing all submitted measurements before placing an order.
If a custom-sized product arrives materially different from the measurements confirmed in the order or has a confirmed manufacturing defect, please contact us within seven calendar days after delivery. We will review the matter and provide an appropriate resolution.
Reasonable tailoring differences and minor measurement tolerances may occur because dresses are made and measured by hand.
6. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
Please inspect your order promptly after delivery.
If your product arrives damaged, materially defective or different from the product ordered, contact support@ivellora.com within seven calendar days after delivery.
Please provide:
• Your order number;
• A description of the problem;
• Clear photographs of the entire product;
• Close-up photographs showing the issue;
• Photographs of the product label and packaging; and
• An unboxing video, if available.
Please do not wear, wash, alter or repair the product before we review the claim.
If the claim is confirmed, we may offer an appropriate solution, including:
• A replacement;
• A corrected product;
• A partial refund;
• A full refund; or
• Another mutually agreed resolution.
The appropriate resolution will depend on the nature of the problem, product availability and applicable law.
7. COLOR AND APPEARANCE
We make reasonable efforts to display product colors accurately. However, colors may appear different because of screen settings, lighting, photography, fabric type and dye-lot variation.
Minor color differences between a product and its appearance on a screen are not automatically considered defects.
For coordinated dresses or color-sensitive orders, we recommend purchasing color swatches before placing the full order.
Minor loose threads, removable wrinkles, normal handmade variations and small differences that do not affect the normal use of the product are not automatically considered material defects.
Nothing in this section limits rights that cannot legally be excluded.
8. RETURN INSPECTION
After an authorized return is delivered to the designated return address, please allow up to five business days for inspection.
We will notify you whether the return has been approved or rejected.
A refund may be reduced or refused if the returned product:
• Shows signs of wear or use;
• Has been washed, altered or damaged;
• Is missing tags, packaging or accessories;
• Is different from the product authorized for return; or
• Does not otherwise meet this policy.
We do not charge a restocking fee for an eligible return that complies with this policy.
9. REFUNDS
Approved refunds will be issued to the original payment method used for the order.
After we issue the refund, your bank, card issuer or payment provider may require an additional 5–10 business days to post the funds to your account.
The exact posting time is controlled by the payment provider and is outside our direct control.
We do not normally issue refunds to a different card, bank account, digital wallet or payment method.
10. ORIGINAL SHIPPING CHARGES
Original shipping charges, expedited shipping charges, customs duties, import taxes and other delivery-related charges are normally non-refundable.
This exclusion does not apply when we confirm that the order was incorrect or materially defective because of an error by Ivellora, or when a refund is otherwise required by applicable law.
11. EXCHANGES
We do not currently offer direct exchanges for reasons such as personal size or color preference.
To obtain a different standard size or color:
• Request an authorized return for the original product; and
• Place a new order for the preferred product.
Placing a new order helps ensure that the preferred size or color remains available.
If we confirm that an item was defective, damaged in transit or incorrect, we may arrange a replacement without requiring a separate new order.
12. ORDER CHANGES AND CANCELLATIONS
You may request a change or cancellation within 24 hours after placing an order by contacting support@ivellora.com.
A cancellation or change request is not automatically approved.
If the order has not entered production, preparation or fulfillment, we may approve the request and issue a full refund to the original payment method.
Once an order has entered production, processing, preparation or fulfillment, we cannot guarantee that it can be changed or cancelled.
Orders that have already been shipped cannot be cancelled. After delivery, an eligible standard-sized product may be returned according to this policy.
13. LATE OR MISSING REFUNDS
If you have received confirmation that a refund was issued but have not received it after 10 business days:
• Check the original payment account again;
• Contact your card issuer, bank or payment provider; and
• Contact us at support@ivellora.com with your order number.
We will provide available refund transaction information to help you communicate with your payment provider.
14. CHARGEBACKS AND PAYMENT DISPUTES
If you have a problem with an order, please contact support@ivellora.com before opening a payment dispute. We will make reasonable efforts to investigate and resolve the issue.
This request does not restrict any right you may have to contact your card issuer or payment provider.
15. CONSUMER RIGHTS
This policy does not exclude or limit any consumer right that cannot be excluded or limited under applicable law.
If applicable law provides you with rights that are more favorable than this policy, the mandatory legal requirements will apply.
16. CONTACT INFORMATION
If you have questions about a return, cancellation or refund, please contact:
Ivellora
Operated by:
Lu'an Yuanqi E-Commerce Co., Ltd.
(六安源启电子商务有限公司)
Business Registration Number:
91341500MADYRYPQ3E
Registered Address:
Room 2001, Building 71, Hanlin No. 1 Residence,
Qingshuihe Subdistrict, Jin'an District,
Lu'an, Anhui 237000, China
Email: support@ivellora.com
Phone: +86 182 9788 6687
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8)
