Refund policy
RETURNS FROM NORWAY:
You can return products in their original condition within 15 days of receiving your order. For international returns, please see the instruction below under "International Returns".
How to return an item from Norway:
1. Register your return: Follow this link to register your return.
2. Receive your return label/code
• Once your return is registered, follow the link in the portal (or the link sent to you by email) to access your return code.
• Present the return code at your nearest Helthjem drop-off point to have the shipping label printed there
3. Prepare your package for return
• Pack the items securely and ensure they meet our return conditions see below.
• Cover old shipping labels to prevent confusion during transit.
4. Drop off your return
• Take the package to your nearest drop-off point.
5. Track your return
• Keep the tracking number provided at drop-off to monitor your return and ensure it reaches us safely.
A return fee of 69 NOK applies. If you opt for store credit, the return fee is reduced to 39 NOK. The return fee will be deducted from your refund accordingly.
To ensure proper processing, each order must be returned in a separate parcel. Returning multiple orders in the same package could unfortunately result in handling errors. A return fee of NOK 69 applies per order.
Important: We only accept returns sent using our prepaid return label. If you choose to use another shipping method, the full return fee (69 NOK) will still be deducted from your refund, even if you have paid for shipping yourself.
Return Requirements
We only accept returns of items that are:
• Unworn
• Free from stains, makeup, or signs of use
• With all original tags and hygiene stickers intact
Returns that do not meet these requirements will be automatically rejected.
Rejected items can be returned to you upon request. A fee of NOK 250 will apply to cover the actual cost of return inspection, repackaging and shipping.
International Returns:
When returning an order from outside of Norway, please note that return shipping must be both covered and arranged by the customer. All returns must be sent directly to our warehouse address – we are unable to collect packages from post offices or pick-up points.
A restock fee of 39 NOK will be deducted from the refund amount for returns that are sent back. If a package is not collected and returned to us, a handling fee of 300 NOK will be charged.
We recommend using DHL, FedEx, or UPS for return shipments, and strongly advise keeping the tracking number, as we cannot take responsibility for lost packages.
Our wearhouse address is:
360 Logistics AS
Holtbråtveien 143
1449 Drøbak
Norway
Would you like to exchange your item?
We do not currently offer an automatic exchange option. If you wish to exchange your item for a different color, size, or product, please return your original order as normal and place a new order for the item you’d like instead.
If the item you wish to exchange for is currently sold out, you’ll need to return your original item and sign up for a restock notification to be alerted if it becomes available again.
Returns on bikinis and underwear
Bikinis and underwear have the same return rights as other items, but returns will only be accepted if the hygiene sticker is fully intact and the padding has not been removed. You may try on bikinis and underwear over clean underwear only.
Please do not take out the inserts when trying on – returns with removed or loose padding will be rejected.
If the hygiene sticker has been removed or is not intact, your return will automatically be rejected.
We can return rejected items back to you, but this will incur a fee of NOK 250 to cover the cost of inspection, repackaging, and shipping by our warehouse team.
Returns on discounted items
The amount refunded will be based on the price you paid at the time of purchase.
Please note that if you return a discounted item and the item is no longer on sale at the time you purchase a replacement, you will unfortunately not receive the discount again.
When will my return be received and processed?
Please allow up to 20 business days for your return to be received and processed at our warehouse.
Claims
If you wish to make a claim regarding a defective item, please send us an email at hello@ivoriestudio.com.
In order for us to process your claim, we kindly ask you to provide your order number, a description of the issue, and a photo of the issue.
