FAQ
Assortment & Product Info
How do I find the right size?
Use our size guide on the product pages. If you are unsure, contact us at 0321-688 714 or email butik@ivanhoe.se and we will help you.
I found an item that is out of stock – is it available at retailers?
Unfortunately, we cannot see the stock status of retailers. See the list here: Retailers and contact them directly.
Order & Orders
Can I cancel an order?
Contact us as soon as possible at 0321-688 714. If the order has not been shipped, we can help you. If it has already been sent, no changes can be made.
I have written the wrong name in my order – what do I do?
Contact Postnord at 0771–33 33 10 or email us at butik@ivanhoe.se. We can help you change the name on the package for a Swish payment. The name change takes up to 24 hours to be approved.
Payment & Invoice
What payment options do you offer?
- Klarna Invoice – Pay within 30 days, free of charge.
- Klarna Installment Payment – Pay at your own pace via Klarna Account.
- Klarna Direct Payment – Payment directly from your bank account via Klarna.
- Card payment – Pay with Visa or MasterCard.
- Apple Pay – Fast and secure payment with Apple device.
- Google Pay – Pay directly via Google Pay on your mobile or computer.
I have questions about my invoice – who do I contact?
Contact Klarna directly via Klarna Customer Service or call 08–120 120 10.
Shipping & Delivery
How long does it take before I receive my order?
Our goal is to deliver within 2–4 business days if you have chosen a pickup location. During high demand, we estimate a delivery time of about 5 business days. A tracking link is always sent with your delivery confirmation via email.
How long does the package stay at your pickup location?
The package remains for 7 days from notification. After that, it is automatically sent back to us.
What happens if I don't pick up my package?
We charge a handling fee of 195 SEK.
Returns & Complaints
How long do I have an open purchase period?
You have a 14-day return policy from the date you receive your item.
What do I do if I want to return my order?
Use the attached return form and return the item in its original condition. Return fee 50 SEK. If you are missing the return form, contact butik@ivanhoe.se for a new one.
We do not accept returns where the tags have been removed or if more than 14 days have passed without you contacting us.
NOTE: If your order had a shipping fee when the order was created, this must also be paid upon return. For orders under 900 SEK, this means both the original shipping + return shipping, totaling 100 SEK.
We do not accept returns where the tags have been removed or if more than 14 days have passed without you contacting us.
NOTE: If your order had a shipping fee when the order was created, this must also be paid upon return. For orders under 900 SEK, this means both the original shipping + return shipping, totaling 100 SEK.
What do I do if I want to exchange my item?
Return the item according to the instructions and place a new order via the webshop. A return fee of 50 SEK applies.
How do I make a complaint?
Complaints are only handled for purchases made in our webshop or store in Gällstad. Send an email to butik@ivanhoe.se with a picture of the defect and the receipt. If you have purchased through a reseller, contact them directly. Complaint address: Ivanhoebutiken, Boråsvägen 36, 523 36 Gällstad.
Other
Why don't you ship to Norway?
Currently, we do not offer delivery to Norway.
Do I have to provide personal information to shop?
Yes, we need your information to handle orders, delivery, and customer service. The data is used internally only and is never shared with third parties.