Refund policy
If a toy isn't right — wrong size for the age it's going to, arrived looking sorry for itself, or just not what you pictured — you can send it back. This page explains how, and what you're entitled to by law.
This policy covers orders delivered within the United Kingdom. It sits alongside your legal rights, and nothing here takes them away.
Changed your mind
You have 14 days from the day the order arrives to tell us you want to cancel, and 14 days from telling us to get it back to us. That's your statutory cooling-off right.
We extend it: you have 30 days from delivery to start a return on any item, for any reason.
You can unpack a toy and look at it the way you would in a shop. If it comes back showing more handling than that — played with, parts missing, scuffed — we may reduce the refund to reflect what it's now worth.
Send it back in its original packaging where you can. If the box is gone we can still take it, as long as the toy is packed well enough to survive the post.
Faulty, damaged, or wrong item
If a toy arrives damaged, doesn't work, or isn't what you ordered, tell us within 30 days of delivery and you can have a full refund. After 30 days, and for six months from delivery, you're entitled to a repair or a replacement.
Message us with your order number, what's wrong, and photos of the item and the packaging if you still have it. Photos usually mean we can sort it without you posting anything back.
We cover return postage in every one of these cases. You are never out of pocket for our mistake or a faulty toy.
How to start a return
- Email contact@ilvro.com or use our contact page. Give us your order number and which item it is.
- We reply within one working day with the return address and instructions.
- Post it back within 14 days of hearing from us.
- We refund once it arrives and we've checked it over.
Please don't post anything back before you've heard from us — the return address isn't the address on this page, and a parcel sent to the wrong place is a parcel we can't refund.
Who pays return postage
You pay return postage if you've changed your mind.
We pay if the item is faulty, damaged in transit, or not what you ordered.
Use a tracked service either way, and keep the receipt. Without proof of posting we have no way to chase a parcel that doesn't arrive.
Refunds
Once your return reaches us and we've checked it, we process the refund within 3 working days, and always within 14 days of receiving it back — that's the legal deadline and we don't use all of it.
The refund goes to the card or account you paid with. Your bank usually takes another 3 to 5 working days to show it. We email you the moment it's sent.
On a change-of-mind return we also refund what you paid for standard outbound delivery. If you paid extra for a faster service, we refund the standard rate, not the upgrade.
We charge no restocking fee, ever.
Cancelling before it ships
Orders leave us within 1 to 2 working days. Tell us before dispatch and we'll cancel it and refund you in full, no questions.
Once it's gone you can still return it under the 30 days above.
Sale items
Reduced and sale items come back under exactly the same terms as full-price ones. A discount doesn't change your rights.
What we can't take back
Made-to-order or personalised items — anything produced to your specification — can't be returned once we've started making them, unless they're faulty. If it's faulty, everything above still applies in full.
If your parcel doesn't arrive
Until a toy is physically in your hands it's our problem, not yours.
If tracking says delivered and nothing turned up, tell us. We'll chase the carrier and, if we can't find it, we'll replace or refund it.