Refund policy
HOW DO I MAKE AN ONLINE RETURN?
Our change of mind policy applies in addition to, and does not affect your statutory rights. Ipanema UK has a strict Customer Return Policy and Procedure to ensure that each item is dealt with quickly and professionally. All returns are FREE when completed via our online portal.
- Items purchased online at ipanema-sandals.co.uk must be returned via our returns portal on Ipanema UK Returns.
- Items purchased from a Ipanema authorised partner, must be returned to the store of purchase.
We will allow a change of mind return for refund or exchange, provided that the item/s in question is:
1. An item purchased at ipanema-sandals.co.uk
2. Returned to us within 30 days of purchase
3. In original purchased condition with tags attached
4. In original & undamaged packaging
5. Has not been worn
6. Not damaged in any way
Please keep hold of your shipping receipt from Royal Mail until your return has been processed.
Items can be tried on at home but not worn outside. Any items that look to be worn outside; stained, dirty, covered in pet hair or the like will not be accepted for a return. We reserve the right to dispose of items without issuing a refund in these instances.
If you have any issues with your delivery, please email our team on hello@ipanema-sandals.co.uk where a member of the team will be able to help. Please provide your order number and include a description/ and or photo of the issue so our team can get resolved for you as soon as possible.
HOW CAN I EXCHANGE MY ITEM?
If you are needing to change your item for another size, you can arrange this via our returns portal on Ipanema UK Returns. Our size guide can be viewed here.
Once you have submitted your return, please follow the guidelines to ensure your item is returned within the 30 days window.
Your selected exchange item will not be reserved until your return parcel is in transit. Should you delay posting your items back to us for any length of time, we cannot guarantee that the item you have selected will still be available. If the item is no longer available to exchange, your item will be processed for a refund.
Once your return has been dropped off and scanned into the courier network your return request will update. When tracking updates to show due for delivery to us, your exchange will be automatically generated. You will be notified by email with the exchange reference and tracking once shipped. Please note, if you have other items on your return which are not being exchanged then your exchange order will be raised once the team have checked and confirmed the items returned.
Online orders can not be exchanged in retail stores. If you did not make your Ipanema purchase from ipanema-sandals.co.uk please return your product to the place you originally purchased it.
HOW CAN I REQUEST A REFUND
We are happy to offer a full refund on all items, for up to 30 days from purchase provided the items meet the above requirements.
Once we have received your return, we will assess your item/s to ensure they comply with our returns policy. Refunds will be processed within 10 business days of receipt (allow longer during the Christmas and New Year Period). Refunds will be credited back into the original method of payment.
Item/s that were bought during a discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.
Where a refund has been requested on an order paid using a gift card either as part payment or in full, the refund will be returned to the gift card for future use. We recommend keeping hold of your gift cards details until expiry.
WHEN WILL MY PURCHASE BE REFUNDED?
We will process your refund as soon as we’ve received and inspected your return at Ipanema UK. Once one of our specialists have confirmed it complies with our returns policy, you will receive an email confirming that your refund has been processed, the funds will appear in the original account used to make the purchase within 10 business days (allow for longer during the Christmas and New Year Period).
I THINK MY ITEM MIGHT BE FAULTY?
If your item arrives damaged please email our team for assistance on
hello@ipanema-sandals.co.uk
Our change of mind policy applies in addition to, and does not affect your rights, under consumer Law. If you believe that you have received a faulty item, please submit a request under our returns portal including a picture showing the issue with the item. You can select an exchange, credit (with store bonus) or refund via the portal. Our team will review the request and once approved, the shipping email will be sent over via email. If needed, our team will reach out for any further information.
Please Note: Online returns can NOT be processed in store. Items purchased from an Ipanema authorised partner, must be returned to the store of purchase.