Frequently Asked Questions
Shopping & Orders
How do I place an order?
Browse our collections, select your desired items, choose your size, and add them to your cart. When you're ready, proceed to checkout where you can review your order and complete your purchase securely.
Can I modify or cancel my order after placing it?
Please contact us immediately at admin@eivvn.com if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but we're happy to assist with returns or exchanges.
Sizing & Fit
How do I find my correct size?
Please refer to our detailed size guide available on each product page. Our luxury Clothing are designed to fit beautifully, and we provide measurements for bust, waist, and hips to help you find your perfect fit.
We also have a size guide help which you can access from here.
What if I'm between sizes?
If you're between sizes, we recommend sizing up for comfort. Our pieces are crafted from premium fabrics with some natural stretch. If you need personalized sizing advice, please contact our customer service team.
Do you offer custom sizing?
For select pieces, we can accommodate custom sizing requests. Please contact us at hello@eivvn.com to discuss your requirements.
Shipping & Delivery
Where do you ship?
We currently ship throughout the UK , with plans to expand to additional markets. Shipping options and costs will be calculated at checkout based on your location.
How long does delivery take?
UK orders typically arrive within 10-20 business days. You'll receive tracking information once your order ships.
Do you offer express shipping?
Yes, express shipping options are available at checkout for faster delivery.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for unworn, unwashed items in their original packaging with all tags attached. Lingerie must be tried on over undergarments for hygiene reasons.
How do I initiate a return or exchange?
Contact our customer service team at refunds @eivvn.com with your order number and reason for return. We'll provide you with return instructions and a prepaid shipping label where applicable.
Are there any items that cannot be returned?
For hygiene reasons, we cannot accept returns on items that have been worn, washed, or have had tags removed. Sale items may have different return policies as noted at the time of purchase.
Product Care
How should I care for my luxury lingerie?
Hand wash in cold water with a gentle detergent designed for delicates. Lay flat to dry away from direct sunlight. Never machine wash or tumble dry. Detailed care instructions are included with each piece.
Can I machine wash my items?
We strongly recommend hand washing to preserve the quality and longevity of your luxury pieces. If you must use a machine, use a delicate mesh bag on the gentlest cycle with cold water.
Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. All transactions are processed securely through Shopify Payments.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details on our servers.
Contact & Support
How can I contact customer service?
Email us at helloadmin@eivvn.com and we'll respond within 24 hours during business days. For urgent inquiries, please note this in your subject line.
Do you have a physical store?
EIVVN is currently an online-only boutique, allowing us to offer you the finest luxury Clothing with the convenience of shopping from home.