Frequently Asked Questions
What is Ivorie Archive?
Ivorie Archive is an online store operated by Ivorie Archive AS (org.nr. 937 942 834 MVA) in Oslo. We sell original, new IVORIE products from past and unreleased collections, purchased from the bankruptcy estate of Ivorie Studio LLC. Ivorie Archive AS is the seller of all orders and handles customer service, returns and complaints.
How much does shipping cost?
Shipping starts at 49 NOK within Norway (depending on the shipping option you choose). International rates vary by destination, and you will see the final cost at checkout.
Do I have to pay customs duties and import fees on international orders (outside Norway)?
No, all international orders are shipped duty-paid – we cover all customs duties and import fees, so you won’t have to pay anything extra upon delivery.
Please note that we currently do not ship to the following countries: Afghanistan, Belarus, Bosnia and Herzegovina, Burundi, Central African Republic, Democratic Republic of the Congo, Guatemala, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Lebanon, Libya, Mali, Moldova, Myanmar (Burma), Nicaragua, Niger, Russia, Somalia, South Sudan, Sudan, Syria, Tunisia, Turkey, Ukraine, Venezuela, Yemen and Zimbabwe.
How long does it take to receive my order?
Our warehouse usually ships orders the same day or no later than the next business day after your order is placed. Your delivery time depends on the shipping method you select:
• Standard shipping in Norway with Helthjem typically takes 1-3 business days.
• Express delivery options are available for faster shipping.
• Same-day delivery with Porterbuddy is available for select addresses in Norway.
A full overview of available shipping methods and estimated delivery times for your location will be displayed at checkout.
For international orders, DHL Express typically delivers within 1-3 business days.
Please note that delays may occur due to circumstances beyond our control. However, we always do our best to ensure fast and seamless delivery
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking link. Simply click the link to track your delivery in real time!
How do I return my order? (from Norway)
You can return products in their original condition within 15 days of receiving your order.
How to return an item:
1. Register your return:
•. Follow this link to register your return.
2. Receive your return label/code:
• Once your return is registered and approved, you will receive an email with a return code.
• You can show the return code at your nearest drop-off point to ship the package.
3. Prepare your package:
• Pack the items securely and ensure they meet our return conditions. See our return policy here.
• Include your order number inside the package on a note.
• Cover old shipping labels to avoid confusion during transit.
4. Drop off your return at your nearest drop-off point.
5. Track your return:
• Keep the tracking number provided at drop-off to monitor your return and ensure it reaches us safely.
To ensure a smooth and accurate return and refund process, please do not return different orders in the same package.
How do I return my order? (International)
Return shipping from outside Norway is arranged and paid by you. Send the goods to: 360 Logistics AS, Holtbråtveien 143, 1449 Drøbak, Norway. We recommend a tracked service such as DHL, FedEx or UPS, and strongly advise keeping the tracking number. No other fees are deducted.
Is there a fee for returns?
You pay the cost of return shipping. If you use our prepaid Helthjem return label, NOK 69 is deducted from your refund. If you send the return yourself with another carrier, nothing is deducted. There are no other return fees.
What is your return policy?
You can return products within 15 days of receiving your order, without giving a reason. Swimwear bottoms and underwear can be returned as long as the hygiene seal is intact. See our Refund policy for details.
When will I receive my refund for a return?
Your refund for the returned items will be processed once your return has arrived at our facility and has been inspected and approved by our returns center.
After the refund is issued, it may take up to 10 days for the refunded amount to appear in your bank account.
Can I modify or cancel my order after it has been placed?
Contact us as soon as possible at hello@ivoriearchive.com with your order number. If the order has not yet been packed, we will cancel it and refund you in full. If it has already been shipped, you can use your 15-day right of withdrawal once you receive it.
Can I get help with sizing?
Of course! We have a size guide available on our website to help you find the perfect fit. If you’re still unsure, feel free to contact our customer service, and we’ll be happy to assist you in choosing the right size.
How can I submit a complaint?
We strive to provide the best shopping experience, but if you have a complaint, we’re here to help.
To submit a complaint, please contact our customer service at hello@ivoriearchive.com with the following details:
• Order number
• A clear description of the issue
• Photos, if relevant
Our team will review your complaint and get back to you as soon as possible to find a solution. We want you to be completely satisfied with your purchase!
Do you have any other questions? Don’t hesitate to contact our customer service—we’re happy to help!
hello@ivoriearchive.com