Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at support@ivan-store.com. Please note that returns must be sent to the following address: 16 Rue du Gard 31100 Toulouse, France.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

You can always contact us for any return questions at support@ivan-store.com.

Damages and Issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the problem and resolve it.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-Day Right of Withdrawal in the European Union Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, the item must be in the same condition that you received it — unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@ivan-store.com.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-Day Right of Withdrawal in the European Union

If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item of your order, for any reason and without justification.

To exercise this right, you must notify us of your decision within the 14-day period. You can initiate a return or cancellation request directly through your account at:

After notifying us, you have 14 days to return the item(s). The item must be unused, with tags, and in its original packaging.

We will process your refund within 14 days of receiving the returned item(s). The refund will include the standard outbound shipping cost. Return shipping costs are at your expense unless otherwise stated.

Exemptions apply to custom or personalized products, sealed goods opened after delivery for hygiene reasons, and other categories under applicable EU law.

If more than 15 business days have passed since your return was approved, please contact us at support@ivan-store.com.