Support Center

Table of contents

1.FAQs
2.Order Placement
3.Website Usage
4.Promo Codes
  • FAQs

Brand & Product Information

Can you give me more information about your products?

We try to give you as much useful info as we can about all our products, including:
1. A detailed description
2. Lots of pictures
3. How the sizing works
4. How to care for your item
There's a section on each product page just below the images where you can find details on the material and any sizing information such as whether the style or brand fits true to size.
There's also a link to our size guide on each product page above the size button so you can find out the specific measurements for each size. (What's my size?)

Where can I find your care instructions?

In each of our product page, you can find the Care Instructions in the right centered panel next to the product's images. Along with the Care Instructions, we also place other product details on our product pages so that you could have the best overview of the product.

Where does the products come from?

The products are manufactured in Vietnam and will be shipped out from its brand - manufacturer to your registered shipping address.

  • Order Placement

Order Placement

How can I use my remaining store credit?

Store credit in your account can be converted to a discount code for the next purchase.

Will I be charged International Bank Fees when ordering?

It's possible you may be charged an international transaction fee by your bank - this charge comes directly from your bank and is outside of our control.
We can't guarantee that when you place your order you will or won't be charged a fee. However, we've found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees.
We're working behind the scenes to look at ways to reduce the likelihood of being charged international transaction fees. We're always improving and are looking to offer some new payment methods over the coming months, as well as improving our existing ones.
We hope this will reduce the impact and any costs of these charges. Until that time, when you shop on - we'd suggest using your local currency if possible.

How do I use PayPal to pay for my order?

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free. Then, you can purchase your order by PayPal account during checkout.
Why pay with PayPal?
- It's safer: shop at thousands of websites without sharing your financial details.
- It's faster: with no need to type in your card details, you can check out in a few clicks.
- It's easier: all you need is an email address and password to pay online.

When will I be charged for my order?

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.

- If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

- If your card is not authorized, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorize the payment. Please remember that even if a payment isn't authorized, it may look like has still taken the money as some card issuers may still reserve the money, for a short period of time.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

On ivanka, we accept the following payment options:

Visa

Master card

Paypal

Gift card

We also take fraud very seriously too, so all credit and debit cardholders are subject to validation and authorization by both us and the card issuer. When you come to pay for your order, you can select one of the above payment methods to pay for your order.

  • Website Usage

Website Usage

Why am I not receiving email updates and newsletters?
It's possible our newsletters may have landed in your junk or spam folder! Please do a quick check and if they're still nowhere to be found, drop us a message here.
I am not able to checkout. What should I do?
We're here to help! Please take a screenshot of the error message (if any) and drop us a message here.
I am having issues loading pages on the website. What do I do?
Try clearing your browser's cache and cookies or switching to a different browser! If nothing seems to work, please drop us a message here and we'll run a check for you
Are items in my shopping cart reserved?

Nope, they're not. That's why we recommend completing your purchase as soon as you can to secure your items - we don't want you to miss out!

How can I close my account with IVANKA?
We're so sorry to see you leave! 🙁
But before you go - we'd like to inform you that closing an account means we'll lose all records of your purchases. If you've placed an order recently, we strongly suggest keeping your account open until the return time frame has expired, just in case you change your mind about your purchase.
Once you're absolutely sure about closing your account with us, drop us a request here and we'll see to that for you right away.
 
I have reset my password but did not receive any emails. What can I do?
It's possible the password reset email got filtered into your junk or spam folder.
Please do a quick check and if it's still nowhere to be found, drop us a message and we'll help you out at ivanka@ivanka.love
I am unable to log into my account, what do I do?

Easy! First, head over to our login page and key in your email.
If you're prompted to enter your password: You're already registered and have an existing account with us If you're not sure about your login details, go ahead and try to reset your password (don't worry, it happens).
If you're prompted to create a new account: The email you have entered is not registered for an account with us If you think you already have an existing account, try typing in that email OR Sign up and create a new account with us to enjoy your insider benefits!

If you're still unable to access your account, feel free to contact us at ivanka@ivanka.love

Do I need an account to shop?
You don't need to have an account to place an order. You totally can check out as a guest. However, having an account will give you more benefits:
- Handy features such as the address book, your personal order history.
- Check the status of your orders and manage your returns at any time
- Accumulate your points to unlock more awesome rewards. (more details here)
 
Creating an account is an easy 2-step process (to get IVANKA Community+ point: 500 points)!
Step 1: Sign up here
Step 2: Verify your account and shop away! (Don't forget to subscribe to receive our gift!)
I no longer wish to receive updates or newsletters, what do I do?

If you want to unsubscribe from our updates or newsletters, please contact us here.

  • Promo Codes

Promo Codes

Why am I unable to use my discount?
There're a few possible reasons why your discount could be invalid:
1. The code has expired Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
2. Did you meet the minimum spending requirement? There might be a minimum spend requirement and/or on selected product categories.
3. Product exclusions from promo codes Discounts are not applicable on Sale items (unless specified).
4. Do you need to be logged in? Some promo codes will require you to be logged in to redeem the discount.
5. Did you apply the promo code to the correct field? Promo codes should be applied to the 'Gift card or discount code' field at checkout.
6. Has this promo already been used? Some promo codes might have restrictions on the number of times it can be used.
7. Can't find your promo code here? For any other promo codes sent via our newsletters, please double-check the terms and conditions in your email. If you're absolutely sure you've fulfilled the terms and conditions of the discount and still have trouble using it, please drop us a message here with a screenshot of the error message!
I placed my order but forgot to use my discount code, what should I do?
Discount codes can't be applied to an order that's already been made!
Reimbursements won't be provided if the code wasn't applied. But you can always save it for your next purchase with us, as long as you fulfil the terms and conditions* of the discount!
 
*This excludes welcome offers and discounts only applicable to first-time customers.
How to apply a promo code?
Enter the promo code at checkout
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Gift card and discount code' box. Once you've entered the code, click on 'Apply' and it will add the code to your order.
When the code has been applied to your order, you'll see the promo value and the total of your order will change to reflect the code. You must enter the discount/promo code when you are checking out as it can't be applied later.
Promo code not working?
If you find that your promo code isn't working then please check the below:
- You can only use one discount/promo code per order. This applies to our free delivery codes too.
- Discount/promo codes cannot be used for gift vouchers or for any delivery charges. As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes.
- Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. Check out our Terms & Conditions for more information.
- Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you've received the code in an email from then the code may also be locked to that email address. Make sure you're trying to use the code using your account that has the same email address as we sent the code to.
- If your discount code is still not working after checking all of the above, then please get in touch with our Customer Care Team so we can help you further.
Where can I get a promo code to use on my order?
- We understand that our customers like to get their hands on a great deal from time to time. It's worth checking the website as we're always running great promos where you can grab yourself a steal.
- If it's a discount code that you're after - we send these to our customers in our newsletters. Sometimes you'll spot a code on our social media channels or the banner on our website too - keep your eyes peeled!
- Our discount codes can be sent to individuals and may be locked to those accounts only
How do I use my Gift Card to pay for an order?
When you receive your Gift Card it's a good idea to register it to your account straight away. This will add the credit to your account immediately, ready for you to spend.
Using a Gift Card
- To pay for an order with a Gift Card, Enter your Gift Card code at checkout. When you get to the checkout, select the Gift Card and discount code tab, and enter your 16-digit voucher code. The total amount will automatically be deducted from your order. Don't forget...
- The Gift Card can only be used in the same currency as it was bought in - double-check you're shopping on the right site. If you're spending more than the value of your Gift Card, you'll need to pay the extra using another payment method in the usual way.
- If you're spending less than the value of your Gift Card, the credit will stay on your account for you to spend later, ready for you to use on your next order.
Can I use more than one promo code on my order?

You can only use one per order – this includes our free delivery codes.