Refund policy

Return & Refund Policy – Ivy & Grace Sydney

We want you to love every piece you order from us. If something isn't quite right, we're here to help. Please read this policy carefully. By placing an order, you agree to our Terms of Service.

Who pays for return shipping? (Quick summary)

  • Faulty, damaged or incorrect items: you pay nothing. We cover all return costs.
  • Change of mind (for example the wrong size or you simply don't like it): the customer pays the return shipping costs.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under the Australian Consumer Law.

Cancellations

You can cancel your order free of charge as long as it has not yet been processed or shipped. To cancel, email us as soon as possible at support@ivyandgracesydney.com with your order number.
Once your order has been processed or shipped, it can no longer be cancelled. You are still welcome to return it under this policy.

Processing and delivery

For processing and delivery times, please see our Shipping Policy: https://ivyandgracesydney.com/policies/shipping-policy

Change-of-mind returns

If you've changed your mind or the fit isn't right, you can request a return within 30 days of receiving your item. This also applies to sale items.
To be eligible, the item must be:

  • Unused, unwashed and undamaged
  • Returned with all original tags attached
  • Returned in its original packaging
  • Accompanied by a valid proof of purchase (your order number)

Hygiene-sensitive products such as underwear, lingerie and tights cannot be returned for change of mind.

Faulty, damaged or incorrect items

If you received an item that is faulty, damaged or not what you ordered, please contact us as soon as possible at support@ivyandgracesydney.com with your order number and clear photos of the item and packaging.
We will cover all return costs and, depending on your preference, send you a free replacement or issue a full refund. The 30-day period and the conditions for change-of-mind returns do not apply to faulty, damaged or incorrect items.

Our returns address

Please always contact us before sending anything back, so we can give you return authorisation and the correct return address. Returns sent without approval, or to any other address, cannot be processed because we will not be able to match them to your order.

How to return an item

1. Request a return

Email support@ivyandgracesydney.com and we'll send you our Return Request Form.

2. Complete the Return Request Form

Please include:

  • Your order number
  • Your full name and contact details
  • The item(s) you'd like to return (name, size and colour)
  • The reason for the return
  • Clear photos of the item (front, back and tags attached) and the original packaging

We can only process complete requests.

3. Wait for approval

We'll review your request and reply within 1–2 business days. Once approved, you'll receive the return address and instructions.

4. Ship your item

Send your return with a tracked shipping service. Write your order number on or inside the package and email us the tracking number.

Return shipping costs

Faulty, damaged or incorrect items: you do not have to pay anything. We cover all return shipping costs.
Change-of-mind returns: the customer pays the return shipping costs. The cost depends on the carrier you choose.

Return transit time and tracking

Return transit can take 6–30 days depending on the carrier and the route.
For change-of-mind returns, the parcel is your responsibility until it reaches us, so please always use tracked shipping. Without tracking, we cannot confirm that your return has arrived. This does not apply to faulty, damaged or incorrect items.

Refunds

Once your return has been received, we'll inspect it and email you to confirm whether it has been approved.
Approved refunds are issued to your original payment method within 7 business days after inspection. Depending on your bank, it may take a few extra days for the amount to appear in your account.
Haven't received your refund? Please check with your bank first, then contact us at support@ivyandgracesydney.com and we'll look into it for you.

Exchanges

Would you like a different size or colour? Email support@ivyandgracesydney.com with your order number and the item you'd like instead. Exchanges can be requested within 30 days of receiving your order, provided the item is unworn, unwashed and has all original tags and packaging. Our team will guide you through every step.

Fees

We do not charge restocking fees or administration fees. For change-of-mind returns, the only cost to you is the return shipping.

Contact

For any questions about your return, refund or exchange, please contact us.
Email: support@ivyandgracesydney.com
Phone: +31 6 12747524
Customer Service Hours: Monday–Wednesday and Friday–Saturday, 9:00 AM – 7:00 PM (Sydney time, AEST/AEDT)

Ivy & Grace Sydney — Shi-Global
Willem de Poorterstraat 13, 7944 HE Meppel, The Netherlands