Returns

If a fragrance is not right, you have 30 days from the day it arrives to send it back. This is our own policy and it sits on top of your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing on this page takes those rights away.

What we can take back

Within 30 days of delivery we will refund or exchange any fragrance that is unopened and unused, in its original box, with the seal and cellophane intact. Fragrance is applied to skin, so once a bottle has been sprayed we cannot resell it and cannot accept it back on a change of mind.

That is the honest limit of a change-of-mind return. A fragrance that is faulty, damaged or not what you ordered comes back to us opened or not, and the section below applies instead.

How to start a return

1. Email hello@ivanasofia.co.za or use the contact form within 30 days of delivery, with your order number and which items you are returning.
2. We reply with a return reference and the address to send it to.
3. Pack the bottle in its box, with enough padding that glass survives a courier, and send it with a tracked service.
4. Keep your tracking number until the refund lands.

Who pays the postage

On a change-of-mind return the cost of sending the item back is yours, and the original delivery charge is not refunded. Use a tracked service: until a parcel reaches us it is still in your hands, and we cannot refund something that never arrives.

If the item is faulty, damaged in transit or simply not what you ordered, we carry the full cost. We either arrange a courier collection or refund your return postage against a receipt. You are not out of pocket for our mistake.

Faulty or damaged items

If a parcel arrives damaged, tell us within 48 hours and send a photograph of the bottle and the outer box. It makes the courier claim straightforward.

Beyond that, the Consumer Protection Act gives you six months from delivery to return goods that are defective or not of good quality, and to choose a refund, a replacement or a repair. If a bottle leaks, an atomiser fails or a fragrance is clearly not what it should be, write to us and we will make it right.

The seven-day cooling-off right

Because you are buying online, section 44 of the Electronic Communications and Transactions Act also lets you cancel within seven days of delivery without giving a reason. You return the goods at your own cost and we refund what you paid within 30 days of the cancellation. Our own 30-day policy is the more generous of the two, so most customers use that instead.

Gift vouchers

Gift vouchers are valid for three years from the date of issue and can be spent on anything in the range. They are not exchangeable for cash and we do not refund them. Where a voucher paid for an order that is later refunded, the voucher amount goes back onto the voucher with its original expiry date, and any balance paid by card or EFT is refunded to that card or account.

Refunds

Once the parcel reaches us we inspect it and email you the outcome within two working days. Approved refunds go back to the original payment method, usually within five to ten working days and in every case within 30 days. Depending on your bank, a card refund can take a few days more to appear. Exchanges work the same way, except that the replacement goes out as soon as the returned bottle is checked in.

Delivery timeframes are on the delivery page, and the full terms are in our terms and conditions.