Last updated: April 28, 2026
This Policy governs returns, refunds and size exchanges for purchases made on ivory.paris.
1. Contacts for returns and exchanges
To request a return, refund or size exchange, the Customer must write to:
resi@ivory.paris
indicating:
- name and surname;
- order number;
- product purchased;
- reason for the request, if the Customer wishes to indicate it;
- request for return, refund or size exchange;
- photographs in the event of defect or error.
2. Right of withdrawal
The Consumer Customer has the right to withdraw from the purchase within 14 days from delivery, without giving any reason.
To comply with the deadline, it is sufficient to send the withdrawal request within 14 days from receipt of the product.
3. Return address
Products must be returned to:
FLOX SRL
Via Iacopo Chimenti 14
50142 Florence (FI)
Italy
Before shipping the product, the Customer must wait for the instructions from customer support.
4. Condition of the returned product
The product must be returned:
- intact;
- clean;
- unwashed;
- unaltered;
- undamaged;
- free from stains and odours;
- complete with tags, labels, packaging and accessories where present.
The product may be tried on as in a shop, but not used beyond what is necessary to check size, fit and characteristics.
FLOX SRL may reduce the refund if the product is diminished in value due to improper use or excessive handling.
5. Return costs
Unless otherwise indicated, return shipping costs are borne by the Customer.
The Customer is responsible for the shipment until delivery to FLOX SRL.
Use of a tracked shipment is recommended.
6. Refund
After receipt and inspection of the product, FLOX SRL will proceed with the refund of the amounts due.
The refund will be made using the same payment method used for the purchase, unless otherwise agreed.
The technical crediting times may vary depending on the payment method and banking institution.
7. Original shipping costs
In the event of withdrawal, FLOX SRL will also refund the standard delivery costs, if any, paid at the time of purchase.
Additional costs resulting from the choice of a delivery method other than the least expensive standard delivery offered will not be refunded.
8. Excluded products
ivory.paris currently does not sell customised products, underwear, swimwear or socks.
If in the future customised, made-to-measure or sealed products for hygiene reasons are sold, such products may be excluded from the right of withdrawal in the cases provided by law, with specific indication on the product page.
9. Size exchange
A size exchange may be requested within 14 days from delivery by writing to:
resi@ivory.paris
Size exchange is subject to availability.
The Customer must indicate:
- order number;
- product to be exchanged;
- size received;
- size requested.
The product must be returned in the same condition required for returns.
10. Size exchange costs
Unless otherwise promoted or communicated by customer support:
- the return shipment is borne by the Customer;
- any shipment of the new size will be communicated before the exchange is confirmed.
FLOX SRL may refuse the size exchange if the returned product does not comply with this Policy.
11. Requested size unavailable
If the requested size is unavailable, the Customer may:
- choose another available size;
- choose another product, if accepted by FLOX SRL;
- request a refund, if the right of withdrawal can still be exercised.
12. Defective or incorrect products
In the event of a defective, damaged or incorrect product, the Customer must contact:
assistenza@ivory.paris
indicating:
- order number;
- description of the issue;
- photographs of the product;
- photographs of the packaging, if useful;
- photograph of the internal label, where present.
FLOX SRL will assess the report and, if the defect or error is confirmed, will propose the remedies provided by law.
13. Model withdrawal form
Recipient:
FLOX SRL
Via Iacopo Chimenti 14
50142 Florence (FI)
Email: resi@ivory.paris
PEC: dmodesrlunipersonale@pec.it
I hereby give notice that I withdraw from the sales contract relating to the following products:
- Product(s): [insert description]
- Order number: [insert order number]
- Ordered on: [insert order date]
- Received on: [insert delivery date]
- Name and surname: [insert name and surname]
- Address: [insert address]
- Email used for the order: [insert email]
- Date: [insert date]
- Signature, only if this form is sent in paper format: [insert signature]