We do our best to ensure that all of our customers enjoy a happy shopping experience at our store.  However, we understand that occasionally you may need to return an item.  That’s why we have a fair return policy executed for our premier customer like you.

Online purchases

Please kindly send an email to cs@ibonbella.com within 5 days of the date of delivery with all the order’s information.  Let us know the primary reason for the return such as it’s not what you ordered, it is not the right size, or it is not what you want.  Please also leave us any comment or info that you would like our Returns Team to know about why you are returning an item.  Within a timely manner, you will receive a feedback with instructions from our Returns Team and this is how we start a return. Usually you have 10 days from receiving the item to get it back to us.  

In general, we would recommend that you return your items via registered post.  Please clearly state on the invoice the reason for return and whether you require a refund or exchange, we are only able to exchange items for the same product.

Personalized items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

If a full refund including original delivery costs is required, then the entire order needs to be returned back to us within ten (10) working days. However, you will be responsible for the cost of returning the goods to us. If a refund is payable to you we will process the refund as soon as possible, and, in any case within fourteen (14) days.

The returned goods do not need to be in their original packaging. However, they need to be in a sellable condition. For all footwear, they need to be unworn in order to get a full refund.  Return postage is at buyer’s own cost.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Our returns policy does not affect your statutory rights.

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within fourteen (14) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

If a refund or reimbursement is payable to you, we will transfer the money using the original form of payment of your purchase.   If we cannot refund via the original form of payment, a cheque will be sent to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.