Returns and Refunds

You have a statutory right to cancel most online orders within 14 days. We extend that to 28 days. Refunds go back to the card or account you paid from, in pounds sterling.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK or the EU you may cancel an order for any reason within 14 days of the day you receive the goods, and you then have a further 14 days to send them back. You do not have to give a reason and you do not need our permission.

The window we give on top of it

We extend that period voluntarily to 28 days from the day your order is delivered. Within those 28 days you may return any item that is unworn, unwashed and has its tags still attached, in a condition we could sell it in again.

How to start a return

1. Email support@aiivanta.shop with your order number and which items you are sending back. A short line about why is useful to us but is not required.
2. We reply the same working day with the return address and instructions. Please wait for that email — returns sent to an address you have found elsewhere may not reach us.
3. Pack the items with their tags attached and post them with a tracked service.
4. Send us the tracking number. We start the refund as soon as the tracking shows delivery, and at the latest within 14 days of the goods reaching us.

Who pays the return postage

Reason for return	Return postage
Changed your mind, wrong size, not as you imagined	You pay
Faulty, damaged in transit, or not what you ordered	We pay — we refund your postage on proof of cost

We recommend a tracked service in either case. Until a parcel reaches us it is your responsibility, and without tracking we cannot help if it goes missing.

How and when you are refunded

• Refunds are made in pounds sterling (GBP) to the same card or payment account you used. We cannot refund to a different card or send store credit instead unless you ask for it.
• We process the refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is earlier. Your bank may then take a further 3 to 5 working days to show it.
• If you cancel under your statutory right within the first 14 days, we also refund the standard outbound delivery charge. If you paid for a faster service we refund the standard rate, not the upgrade.
• If you return part of an order and keep the rest, the outbound delivery charge is not refunded.
• If your card was in a currency other than GBP, your bank sets the exchange rate on the refund. That rate may differ from the one applied when you paid, and the difference is between you and your bank.

Cancelling before dispatch

If you email us within 2 working days of ordering, we can usually stop the order before it reaches the supplier and refund it in full straight away, with no return needed.

Faulty goods

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If something arrives faulty:

• Within 30 days of delivery you have the short-term right to reject it and get a full refund, including postage both ways.
• After 30 days and within six months, we will repair or replace it; if that is not possible, you get a refund.
• Email us with a photograph of the fault. We do not ask you to return a faulty item before we accept it is faulty.

What we cannot take back

Items that have been worn, washed, altered, scented or returned without tags cannot be refunded, because we cannot sell them again. If something arrives to us in that condition we will contact you and send it back at our cost rather than simply keep it.

Tulle creases in transit. That is not a fault and it is not a reason we will refuse a return either — creasing hangs out.

Items bought at a reduced price

Reduced items return on exactly the same terms as full-price ones. The refund is the price you actually paid.

If you are not happy with how we handled it

Email support@aiivanta.shop with “complaint” in the subject line and we will look at it again and reply within five working days. If we still cannot agree, you can take the matter to the courts of England and Wales; UK consumers can also seek advice from Citizens Advice.