Claims & Repairs
Reclaims of products purchased in our webshop www.ivanhoe.se
If you are experiencing any problems with your garment, please contact us via email at butik@ivanhoe.se
Our high quality is of utmost importance to us, which is why we never accept complaints without having investigated the underlying cause. We want to get to the bottom of the problem to clarify whether the fault lies with us, the wool yarn, some process that have gone wrong, etc. All to avoid the same problem in the future.
RECLAIM PROCEDURE
1. Please email us a picture of the garment and the damage, and our seamstresses will take a look and decide if the garment can be repaired.
2. In almost all cases, we recall the garment to our service department in Gällstad. We will email a return slip for quick and easy handling.
3. The customer sends us the garment with the completed return slip.
4. After we have received and examined the garment, we will get back to you. In most cases, our seamstresses can correct the error that occurred.
IMPORTANT! Products sent back to us must be fresh and clean. We do not handle dirty or un-fresh products for hygienic reasons and out of respect to our seamstresses who work with complaints.
NOT APPROVED REASONS FOR COMPLAINTS
- Stains that occur after use are not grounds for complaint.
- Products that are worn out, regardless of age, are not considered a complaint or warranty issue. Products with normal "wear and tear" are not replaced, but we can recommend our repair-kit, which contains a pair of elbow patches and some yarn, that you can use to strengthen or repair the worn areas of the garment.
- Moth holes are not grounds for approved complaint. However, we are happy to help you by sending matching yarn to repair your garment.
- Pilling occurs naturally on wool garments as wool fibers are soft and porous. Especially on areas that are exposed to friction, such as on the sides of the garment where arms wings and rubs, pilling can easily occur. Pilling do not have to mean poor quality. The wool that comes out by friction is excess wool and you can effectively remove them with an electric pile remover or if you prefer to pick them by hand.
-Incorrect washing. Follow the care instructions in side seam carefully! Most of our garments are machine washable in 30 degrees WOOL WASH. Be very careful as washing in wrong program will cause shrinkage. Claims caused by incorrect washing is not replaced by us.
Above is a typical case of a garment that has been washed incorrectly. You can see how the knitted material is felted together and therefore the garment shrunk. The zippers are however not affected, but due to the material they are getting that "wave" effect.
REPAIRS
Wool is a fantastic material when it comes to comfortability and function, but is also a weak and fragile fiber. With intense use, especially on certain exposed areas like the elbows, the garment can become worn and needs to be reinfored.
Our repair kit contains two elbow patches and wool yarn for menging and repairing. With this you can easily repair and extend the life of your garment. You will soon be able to order this via our webshop, but until then pls contact us at butik@ivanhoe.se.
ZIPPER REPLACEMENT
If your zipper is broken and needs to be replaced, we offer a couple of different options:
- If you wish to repair it yourself or take it to a tailor, we can send you a new zipper. You will then pay 5 EUR for the zipper and 12 EUR or shipping.
- If you want us to replace the zipper, send the garment to us AFTER emailing info@ivanhoe.se with a picture of the garment, the item number (which you will find on the side seam), and the order number. We will first check if the garment can actually be repaired. You will then pay 12 EUR for shipping, 12 EUR for return shipping, 5 EUR for the zipper, and 35 EUR for sewing, totaling 64 EUR.
Address: Ivanhoe AB, Trikågatan 2, 523 60 Gällstad.
NOTE! Products sent back to us must be clean and fresh. We do not handle dirty or unhygienic products out of consideration for those who work with returns.
You are of course always welcome to discuss your garments, your problems or get advice from us, as our goal is to maximize the life of your beloved wool garment in order to give you as many years of enjoyable use as possible.