Return and Exchange Policy – Ivana Store
At Ivana Store, we care about your experience with us and always strive to provide the best service. Therefore, we would like to share our return and exchange policy to ensure your complete satisfaction.
Conditions for Return and Exchange:
You can request an exchange or return within 8 hours of receiving the order, within Jeddah only.
The product must have arrived in poor condition.
Gift products only are eligible for exchange or return, provided they are in their original condition, with tags and labels intact, unused, and in their original packaging.
Shipping Costs:
The store will cover shipping costs in the following cases:
Receiving a product different from what was ordered.
Receiving a damaged product due to shipping.
The customer will bear the shipping costs in the following case:
Choosing the wrong product, and exchange is approved.
How to Request an Exchange or Return:
Please send your request via WhatsApp (+966 53 9600 039) with the following details:
Mobile number
Name
Order number
Product name to be exchanged or returned
Reason for the request
We will contact you to arrange the necessary procedures and ensure you receive the best service.
Refund Policy:
Refunds will be processed within 1 – 10 business days according to the payment provider"s policy.
Refunds are only applicable if the full order is unavailable or canceled within the specified period below.
Refunds will be processed to the original payment method only.
Order Cancellations:
Since all orders are customized, refunds are not possible if you change your mind.
Orders can be canceled for a refund if you notify us at least 24 hours before the delivery time.
Orders placed on the same day can be canceled within 15 minutes of placing the order.
Due to the nature of fresh flowers, the appearance, size, or blooming state may vary according to the flower season.
Cake orders cannot be canceled once confirmed, as they are processed electronically with the cake supplier.
Store-Canceled Orders:
Ivana Store reserves the right to cancel the order and issue a full refund in the following cases:
The delivery address is outside our delivery range.
The order was not confirmed by the customer within 24 hours.
The product is unavailable and no suitable alternative can be found.
Important Notes:
If the order is out for delivery and the recipient refuses to accept it, the customer may choose another recipient, with an additional shipping fee.
If the recipient’s details are incorrect, the store is not responsible for any delays or incorrect deliveries.
If you receive an incorrect order, please contact us immediately, and we will resolve the issue.
For any product quality concerns, please contact us within 8 hours of receiving the order, describing the issue and providing pictures if possible.
If the flowers are found to be in poor condition, we will either replace the product with a similar one or store the value of the order in your Ivana account.
If the customer is compensated with a replacement product, the store reserves the right to retrieve the original product, regardless of its condition.
We are always happy to serve you at Ivana Store! 🌸