Refund policy
Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Shop@ionna.com (mailto:Shop@ionna.com). Please note that returns will need to be sent to the following address:
IONNA Returns
c/o 5 Logistics
6750 E 46th Avenue Drive, Suite 400
Denver, CO 80216
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shop@ionna.com (mailto:Shop@ionna.com).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. If you received the wrong item, we will ship you the correct item and provide a prepaid return label at no cost to you. If your item arrives damaged or defective, we will replace it or issue a refund if it is out of stock. If an inspection of the item is needed, we may ask you to return it using a prepaid label; if an inspection is not needed, we may instead ask you to simply discard the item.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
If you would like to exchange your item for the same item in a different size or color at the same price, please contact us and we will process the exchange if the item is in stock. If the item is not in stock, we may offer you an alternative item of equal value (refunding any difference if the alternative is less expensive), or, if you prefer, a full refund once the original item is returned.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Shop@ionna.com. Requests that fall outside this policy will be reviewed and resolved on a case-by-case basis.