Frequently Asked Questions
Do you ship overseas?
No, we are currently only offering shipping to the contiguous United States.
Can I edit or cancel my order?
Unfortunately, due to our automated fulfillment system, high volume of orders and quick processing times, we cannot modify or cancel your order for any reason.
If you’re getting cold feet, hang on until you can give them a try. We
think you’ll love them and if you don’t, you can always send them back for free within 30 days of purchase.
How long will it take to get my orders?
You can find our shipping policy and delivery timelines here.
Do you charge upon order placement or order shipment?
Currently, we charge upon order placement. This includes items marked as pre-order or with a future shipping date.
Do you offer price adjustments on recent orders?
If products are permanently marked down after you've placed an order (excluding final sale items), written requests for price adjustments will be honored up to 5 days from the original purchase date, and only
for items purchased on our website. Price adjustments (excluding taxes) are issued in the form of store credit as a digital gift card to be used on a future purchase on our website. There will be no price adjustments
for shipping costs or items marked as final sale.
There will also be no price adjustments for orders placed before or after a promotional period, such as sitewide sales and holiday promotions. These promotions are time-limited and price adjustments will not be given.
What if an item is missing from my order or was shipped incorrectly?
If an item is missing from your delivery, please contact our Customer Care team within 5 business days of receipt of your package.
Should inquiries be made after 5 business days, order corrections will be made at the discretion of our Customer Care team.
We are not responsible for items lost in transit. Please contact the shipping carrier or your freight forwarder with your tracking number.
What do I do if I receive a damaged or defective item?
If you receive an item that is defective or damaged, you must notify our Customer Care team within 5 business days of receiving the merchandise. Please keep the original box and packaging materials. We will email you a return label for sending back the merchandise. A replacement item will be sent, if available, upon receipt of photos showing the damaged item.
Do you accept returns and exchanges?
We do accept returns, but unfortunately do not offer exchanges. You can find our return policy here.
Can I return an online purchase at an Ipanema kiosk?
Unfortunately, all online purchases must be returned by contacting our online Customer Care team.
Can I return an in-store or kiosk purchase online?
At this time, we can only accept returns for items purchased from shopipanema.com. Any returns for items purchased in store or at a kiosk must be taken back to the store or kiosk from which it was purchased. This also applies to items purchased from third party retailers.
When can I expect my refund?
Returns are typically processed within 14 business days upon receipt at our warehouse. If 14 business days have passed and you have not received an email notification regarding your refund, please reach out to our Customer Care team.
Once your return has been processed, it can take up to 5 business days for your bank to reflect your refund.
Can I return items from multiple orders in one package?
Unfortunately, no. You will need to submit a return request for each order and return them separately. Each return request will generate its own shipping label.
Please ensure the items in each returned package match the order number on the shipping label.
Will you refund my shipping fee when an order is returned?
No, original shipping fees are non-refundable unless you received an incorrect order or it arrived damaged. If either of these are true, please reach out to our Customer Care team.
Your experience is very important to us at Ipanema. If you have any questions or concerns, please reach out to our Customer Care team during normal business hours and we'll get back to you as quickly as we can.
Monday - Friday 9am - 5pm EST