Return Policy – Ivy and Grace

Important: Please read our return policy carefully. By placing an order, you automatically agree to our Terms of Service. No exceptions are made to this.

Cancellations

Want to cancel your order? This is possible free of charge as long as your order has not yet been processed or shipped (orders are processed within 12 hours on average).

Please contact us as soon as possible at support@ivyandgrace.com, quoting your order number and your cancellation request.

Please note: Once an order has been processed or shipped, cancellation is no longer possible due to our automated system.

Returns

Important: Returns without prior request and approval will not be accepted. In that case, the right to a refund is forfeited.

Return Period

You can return a product within 30 days of receipt. After this period, we unfortunately can no longer accept returns or exchanges.

Conditions

The product must be unused and undamaged, and must be returned in its original packaging. For hygiene-sensitive products (such as underwear, lingerie, tights, or certain personal care products), these must be thoroughly cleaned and are in some cases excluded from return.

How Do I Return an Item?

Want to return an item? First contact us at support@ivyandgrace.com.

Please include the following:

• Your order number
• The reason for the return
• A photo of the damaged item (if applicable)
• Your contact details

Returns without prior approval will not be accepted. Once your return request has been approved, you will receive further instructions and can send the package to our warehouse address.

Return Shipping Costs

Return shipping costs are the customer's responsibility, unless the item was damaged or incorrectly delivered due to our error (for example, the wrong color or wrong item). The exact cost depends on the carrier chosen. We always recommend using a shipment with tracking, as logistics centers process large volumes of packages daily.

Shipping Risk & Tracking

Returns are entirely at your own risk. We are not liable for lost or delayed packages, for example due to customs delays. Always include a tracking number. Without tracking, we cannot confirm receipt of your return, and the right to a refund is forfeited.

Refunds

Once we have received and inspected your return, you will receive an email confirming approval or rejection. If approved, the amount will be refunded within a maximum of 30 days via the original payment method.

Haven't received a refund after 30 days? First check your bank account. If the amount still hasn't been received, please contact us at support@ivyandgrace.com.

Costs & Responsibility

Return costs — When a return is the result of a customer error (for example, ordering the wrong size or color), return costs are the customer's responsibility. Costs depend on the shipping service used. We strongly recommend using shipping with tracking.

Received a damaged or incorrect item? — If the error is on our end (for example, delivered damaged or the wrong item), we will fully cover the return costs and send a replacement item free of charge.

No hidden fees — We do not charge any extra fees for refunds — no customs fees and no administration fees.

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Ivy and Grace — Sydney, Australia