Refund policy
Last updated: 25 September 2026
We want you to love your IVNA London order. If something is not right, you have 30 days from the day your order arrives to return it.
Our 30 day returns promise
- You can return any unused item within 30 days of delivery for a full refund.
- Items must be unopened, in their original packaging, and in the condition you received them.
- You pay the cost of sending an item back, unless it is faulty, damaged or we sent the wrong item.
- We refund you within 14 days of receiving your return.
How to return an item
- Email us at hello@ivnalondon.com within 30 days of delivery. Tell us your order number and which items you are returning.
- We will reply with our returns address and any instructions.
- Pack the items securely. Reed diffuser oil can leak, so keep the bottle upright and sealed.
- Send your return within 14 days of emailing us. We recommend a tracked service and keeping your proof of postage.
Refunds
- We refund you to the card or payment method you used to order.
- We send your refund within 14 days of receiving your return. Your bank may take a few more days to show it.
- If you cancel your whole order within 14 days of delivery, we also refund the standard delivery charge you paid.
- We may reduce your refund if an item has been used or damaged while in your care.
Items we cannot take back
For safety and hygiene, we cannot accept the return of items that have been opened or used, unless they are faulty. This includes a candle that has been lit, a reed diffuser with the seal broken.
Home sets and complimentary gifts
If you return a whole home set, please include the complimentary candle. If you keep or use a gift, we may deduct its standard price from your refund.
Faulty, damaged or wrong items
If your order arrives damaged, leaking or faulty, or we sent the wrong item, please email us within 30 days of delivery with your order number and a photo. We will send a replacement or give you a full refund, including delivery costs. You do not need to pay to send it back.
Exchanges
To swap for a different scent, return the item for a refund and place a new order. This is the quickest way to get the scent you want.
Gifts
If you received an item as a gift, you can return it within 30 days of delivery. We will refund the person who placed the order.
Your legal rights
This policy does not affect your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Contact us
Email: hello@ivnalondon.com
Phone: 07568091722
Address: 3 Essex Terrace, Northampton, NN2 6DP, United Kingdom