Refund policy

Faulty or Damaged Items:

Whilst we hope this never happens, if you believe your item is faulty or damaged, please accept our apology. Email us on returns@ivyandgrace.com.au with your name, order number and a photo of the faulty or damaged item. Our Customer Support team will work with you to issue a replacement in the first instance. Failing that, a refund will be provided.

 

Exchanges:

In line with your rights and obligations as a consumer, we happily accept exchanges, provided you meet the conditions outlined below.

 

Exchange Conditions:

the item must be in 'as-new' condition – unwashed, unworn and unused with any tags or sanitary liners still attached (where applicable), free of any perfume or other substances.
you must post the returned item within 14 days of receiving your order
the item should be neatly packaged and well protected so it arrives to us in the same condition that it was sent. It is not necessary to send returned items in the gift box
once you post your item back, please email returns@ivyandgrace.com.au and advise us of the tracking number – Ivy & Grace will not accept responsibility for lost or delayed items
we will only accept one exchange per order. To clarify, we do not exchange goods that have already been exchanged
your items should not have been purchased on sale or at a discount
you should allow up to seven business days for us to send out your new requested items.

 

Exchange process:

pack the item in a postage bag or bubble wrap - and post with tracking to: Ivy & Grace, 37 Mostyn Street, Castlemaine VIC 3450, Australia
follow your tracking to determine when the item arrives
once we have sent your exchanged item, we will send you a new order confirmation email and tracking number.

HOT TIP: In some countries PayPal offers a service that covers your return shipment costs. If you paid for your original order via PayPal, please see PayPal's website for your country to determine whether this applies to you and ensure that you follow their guidelines.

 

Return for Store Credit:

Prefer a return for store credit instead of an exchange? No problem! This is also a great option if your desired item is out of stock. Our store credit comes in the form of a gift voucher and is valid for three months from issuance.

 

Cancellations:

Ivy & Grace does not offer cancellations - when you confirm payment, you are agreeing to commit to your purchase.