All sale and promotional-priced items are not eligible for refund, return, or exchange. Only items that are incorrect, damaged, or defective can be returned.

Incorrect

meaning the item was not the item that you ordered. Model, size, or color was different from what is indicated on the order summary, or there are missing items or parts inside the packaging

Damaged

meaning the item was found already damaged when you received the delivery.

Defective

meaning the product does not function as described by the manufacturer’s or merchant’s specifications

 

Do note that if your item is returnable you will be eligible for store credit refund only. This store credit will be credited into your account as IY points, and will expire within 365 days from the day your points are credited to your Account

You can then use the store credit to re-purchase your desired item, or you can keep the store credit for future purchases.

Item must be in new condition and returned in the original packaging along with all accessories (including manuals, boxes, cards, pouches) and free gifts received with it

• All packaging must be unopened, unused, unmarked, and not defaced in any manner
• Item must not have been used or worn. Security seals must not be broken
• Items purchased as part of a set or multi-item pack must be returned as a whole set

If you purchased more than one item but want to return part of your order then simply email us the details at enquiries@ivanyoung.com or WhatsApp us at +6012-324 9641.

Customers must inform the IVAN YOUNG team within 7 calendar days after delivery and The IVAN YOUNG team must receive the return item no later than 14 calendar days after delivery.

Returns will be made via DHL Express and all return fees are to be borne by the customer

The return procedure will be as follows:

• We will send you a 2C2P payment request for the return fees
• Once payment has been made you will then receive the DHL Express return form by email
• Print out and attach the form to the original packaging with the item inside
• The DHL Express courier will collect the item from you at your arranged date and time

 

Can I exchange an item if it's been delivered faulty?

Yes, please contact our customer service by WhatsApp us at +6012-324 9641 or email us at enquiries@ivanyoung.com if you find any faulty products among delivered items. Be sure to include your order number, product details, and a photo of the item in question in your query. Please do not discard the faulty product as it will be collected by one of our couriers.

 

HOW TO EXCHANGE

To make a return, please visit our exchange portal.

1. Enter your order number and email address. 

2. Select the item(s) you would like to return and the reason for your exchange. 

3. Select ‘choose your own courier’. 

3. Once registered on the portal, we will email confirmation and further instructions. 

4. Package your items securely ensuring the return slip is included inside the parcel. 

5. Select a courier and prepare customs invoice. Please mark clearly "EXCHANGE GOODS – [name of product(s)]" as a description of contents. 

6. Please obtain proof of posting and tracking number as you are under a duty to take reasonable care of the goods and will be liable for damage or loss until we receive them at our warehouse.

 

WE ACCEPT EXCHANGE WITHIN 14 DAYS OF DELIVERY, FOR ITEMS IN THEIR ORIGINAL CONDITION THAT HAVE NOT BEEN WORN, ALTERED, OR WASHED, WITHOUT MAKE-UP MARKS AND WITH ALL TAGS ATTACHED.