Frequently Asked Questions
Here you can find answers to the most frequently asked questions about orders, shipments, returns and exchanges. Haven't found what you were looking for? Write to us, we'll be happy to help you.
I've placed an order. How do I know it went through?
A few minutes after you order, you'll receive a confirmation email with your summary. If it isn't there, check your spam folder and write to us at care@ikajane.co.
Can I change or cancel my order?
Write to us as soon as you can on WhatsApp or at care@ikajane.co. If the parcel hasn't left yet, we'll update or cancel it.
How can I pay?
By credit or debit card, Apple Pay, Google Pay, in interest-free instalments with Scalapay, or by bank transfer.
A piece says “Pre Order”. What does it mean?
Some pieces, like the Carmen embroidered waistcoat, are made after you order: your piece leaves within 30 days of your order. Payment is taken when you order. If your order includes other pieces, they leave straight away and the made-to-order piece follows in a second parcel, at no extra shipping cost. Returns work as for every other piece.
How do the Releases work?
I Quattro Elementi comes out in four Releases, always on a Wednesday: 14 October, 28 October, 11 November and 18 November. Each Release opens to everyone at 12 noon (Italian time). The pieces are made in limited runs and often don't return: to know what's coming and when, sign up to our newsletter.
Why does the site ask for a password on Release mornings?
From 8am to 12 noon (Italian time) the site is open only to Ikajaners, the customers who have already ordered from us: they receive the password by email at 8am. At 12 noon the password goes and the site opens to everyone. If you're an Ikajaner and can't find the email, check your spam folder or message us on WhatsApp.
How do I track my parcel?
Until you receive the shipping email, your order is being prepared. When it leaves our warehouse in Italy you'll receive an email with the tracking link. You'll also find it in your account.
Where do you ship, and what does it cost?
We ship with DHL Express.
- Italy: €15, free on orders over €300. Returns are included.
- European Union: €25.
- Switzerland, United States and Canada: €40.
We don't ship to the United Kingdom for now. If your country isn't listed, write to us at care@ikajane.co.
How long will delivery take?
Orders received up to 29 October ship from 30 October. From then on, we prepare your parcel within 24-48 hours, excluding weekends and public holidays. In Italy DHL delivers in 1-2 working days; islands and remote areas take 3-4 working days. European Union: 1-3 working days. Switzerland: 1-3 working days plus customs clearance. United States and Canada: 2-4 working days.
Do I pay customs duties in Switzerland, the United States or Canada?
Yes. Customs duties, import taxes and any clearance fees aren't included in the price: you pay them to DHL on delivery.
My parcel hasn't arrived, or it arrived damaged. What happens?
Message us on WhatsApp or at care@ikajane.co with your order number. If the parcel is lost or arrives damaged, we deal with DHL: we send you the same piece straight away if it's still available. If it's sold out, you choose between a full refund and a voucher.
If the parcel comes back to us because it wasn't collected, the address was wrong or the duties weren't paid, we'll let you know by email. If you'd like us to send it again, reply within 7 days: in Italy the new shipping is free, elsewhere it's at your expense. Without a reply, we refund the pieces, minus the cost of the return, within 14 days of the parcel reaching us.
How do returns work?
You have 14 days from delivery to tell us you'd like to return a piece, through our portal under “Start a return”. From then, you have another 14 days to send it back. You can try it on as you would in a shop: just send it back with its tags. Returns also apply to sale pieces and to the Archive.
Can I exchange for another size?
Yes, if the size you'd like is still available. For orders delivered in Italy, exchanges are free: open one through our portal, under “Start a return”, within 14 days of delivery. Once we approve your request, the new piece is reserved for you and we ship it as soon as we've received and checked the one you sent back. For orders delivered to other countries, write to us at care@ikajane.co with your order number and the size you'd like: sending your piece back costs the same as a return, and the new shipping is free. Our runs are limited: if your size is sold out, you can always make a return.
Do returns cost anything?
In Italy, returns are included in the €15 shipping. Elsewhere, return shipping is at your expense and costs the same as delivery: €25 in the European Union, €40 to Switzerland, the United States and Canada. The amount is deducted from your refund.
When will I be refunded?
Within 14 days of your return request, to the payment method you used for the order. We may wait until the piece reaches us before refunding you.
My piece arrived faulty, or it isn't what I ordered. What should I do?
Open a request through the portal, under “Start a return”, and choose the reason “Faulty or wrong item”. We'll send you a prepaid DHL label: the return costs you nothing. You then choose between a repair or an identical new piece; if neither is possible, because the piece is sold out or can't be repaired, we refund you in full.
Guarantee: 24 months from delivery. It covers defects the piece already had when you received it, even if you notice them later.
- Yes: a seam that comes apart, faulty fabric, a colour that runs even when washed as the care label says.
- No: normal wear, accidental tears, damage from washing or use that doesn't follow the care label.
- Changed your mind? That's not a defect: you can return it within 14 days (see “How do returns work?”).
Let us know as soon as you notice it, with a few photos if you can: we'll look at the piece together.
The piece I want is sold out. Will it come back?
Our runs are limited and often don't return. On the product page, leave your email under “Notify me” and we'll write to you if it does.
How do I choose the right size?
Each product page gives the garment's measurements in centimetres and a note on fit. If you're between two sizes, message us on WhatsApp and we'll help you choose.
How do I care for my piece?
On each product page, under “Material and care”, you'll find the composition and how to wash, iron and store the piece. The same instructions are on the label sewn inside. For any question about embroidery or a stain, message us on WhatsApp.
How can I reach you?
On WhatsApp at +39 352 069 3157 or at care@ikajane.co. When you write, Irene, our consultant, answers you, just as she would in a boutique. We reply Monday to Friday, 10am to 7pm (Italian time).
