Returns and Refund Policy

Last updated: March 2026

1. Overview

This Returns and Refund Policy applies to all purchases made through the online store at https://ivoilustra.com, operated by Ivo Ilustra. All products sold on this website are printed on demand and produced after an order is placed. Orders are fulfilled and shipped by our production partner Gelato. Because products are made specifically for each order, returns and refunds are handled according to the conditions outlined below.

2. Made-to-Order Products

All prints and products available in this store are made to order. For this reason, we generally do not accept returns or exchanges in cases such as: change of mind, ordering the wrong size or product incorrect address provided by the customer. Please review your order carefully before completing your purchase.

3. Damaged or Defective Items

If your order arrives damaged, defective, or incorrectly printed, we will gladly arrange a replacement or refund. Examples include: damaged print or packaging during delivery, printing defects wrong item received. To request assistance, please contact us within 14 days of receiving the order. Your message should include: order number, description of the problem, clear photos of the damaged or defective product. Once the issue is confirmed, we will arrange a replacement or refund at no additional cost.

4. Lost Packages

If your package appears to be lost during shipping, please contact us. We will investigate the issue with the shipping carrier and our fulfillment partner Gelato. If the package cannot be located, a replacement may be sent.

5. Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address at checkout. If an incorrect address is provided and the package cannot be delivered, we may not be able to issue a refund. In some cases, a replacement order may be arranged at the customer’s expense.

6. Refund Process

If a refund is approved, it will be processed through the original payment method used at checkout via our payment provider Stripe. Refund processing times may vary depending on your bank or payment provider but usually take 5–10 business days to appear in your account.

7. Contact

If you have any questions about returns or refunds, please contact:Ivo Ilustra

Email: ivoilustra@ivoilustra.com

Website: https://ivoilustra.com

Please include your order number in all correspondence so we can assist you as quickly as possible.