Last updated: 5 November 2026

This policy applies to purchases made on ihanstore.com from IHAN STORE d.o.o., Miklošičeva cesta 4, 1000 Ljubljana, Slovenia (registration no. 8877432000, VAT ID SI77613473). Customer service: online@ihanstore.com, +386 31 607 500.

1. Right of withdrawal

As a consumer you may withdraw from your purchase within 14 days of receiving the goods, without giving any reason. The period starts on the day you, or a person you designate other than the carrier, take physical possession of the goods; for orders delivered in several parcels, it starts with the last parcel. The right of withdrawal also applies to sale items.

2. How to withdraw

Send a clear statement of your decision to online@ihanstore.com, quoting your order number and the items you wish to return. You may use the model withdrawal form at the end of this page, but it is not mandatory. It is sufficient to send the statement before the 14-day period ends. We will confirm receipt by email and send you the return instructions.

3. Returning the goods

Return the goods within 14 days of sending your withdrawal notice to:

IHAN Store
Miklošičeva cesta 4
1000 Ljubljana, Slovenia

Use a tracked courier service and keep proof of shipment. Items can also be returned in person at the boutique during opening hours.

4. Return shipping costs

The direct cost of returning the goods is borne by you, unless the item is faulty or not the one you ordered. We recommend a tracked and insured service: the goods remain your responsibility until they reach us.

5. Condition of returned items

Items must be returned unused and unworn, in their original condition, with all labels, tags, dust bags and packaging. You may handle the goods only as you would in a shop to check their nature, characteristics and functioning; you are liable for any diminished value resulting from handling beyond that.

6. Refunds

We refund all payments received from you, including the standard delivery cost of the original order (any express or premium delivery surcharge is not refunded). The refund is made within 14 days of the day we are informed of your decision to withdraw; we may withhold it until we have received the goods back or you have supplied proof of having sent them, whichever is earlier. The refund goes to the original payment method, at no cost to you.

7. Exchanges

If you would like a different size or colour, please return the item for a refund and place a new order, so that the piece you want is reserved for you immediately. Replacements of faulty or incorrect items are dispatched within 24 hours of approval.

8. Exclusions

The right of withdrawal does not apply to customised or personalised items, to sealed goods that cannot be returned for hygiene reasons once unsealed (such as underwear, swimwear, earrings and cosmetics), and to gift cards.

9. Faulty, damaged or incorrect items

If an item arrives damaged, faulty or is not the one you ordered, contact us at online@ihanstore.com with your order number, a description and photos. In these cases the return costs are covered by us and we will send a replacement or issue a full refund. Your statutory rights are not affected.

10. Legal guarantee of conformity

All products are covered by the legal guarantee of conformity for defects that become apparent within 2 years of delivery, as provided by Slovenian and EU consumer law. A defect that appears within one year of delivery is presumed to have existed at the time of delivery, unless proven otherwise. Remedies are free of charge and include repair, replacement, a price reduction or termination of the contract. To make a claim, email your order number, a description of the issue and photos to online@ihanstore.com. This guarantee is separate from any commercial guarantee offered by the brand.

11. Returns from outside the EU

For returns from outside the European Union you are responsible for any duties, taxes and customs formalities. Mark the parcel "RETURNED GOODS – NO COMMERCIAL VALUE".

12. Complaints and disputes

Complaints can be sent to online@ihanstore.com; we reply within 8 days. If we cannot resolve the matter, you may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. IHAN STORE d.o.o. does not recognise any provider of out-of-court consumer dispute resolution as competent for disputes arising from this website, in accordance with the Slovenian Out-of-Court Consumer Dispute Resolution Act. You always retain the right to bring the matter before the competent court.

13. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: IHAN STORE d.o.o., Miklošičeva cesta 4, 1000 Ljubljana, Slovenia – online@ihanstore.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ______________________
Order number: ______________ · Ordered on: ______________ · Received on: ______________
Name of consumer: ______________________
Address of consumer: ______________________
Signature of consumer (only if this form is notified on paper): ______________
Date: ______________