Exchange Policy
RETURNS & EXCHANGES
We want you to be completely satisfied with your Ivy Rose Clothing purchase. Please read the following policy carefully before placing your order.
RETURNING YOUR ORDER
UK Customers
UK customers have 14 days from the date of delivery to request a return.
To begin your return, simply visit our Returns Portal and enter:
- Your order number
- The email address used at checkout
Once your details have been verified, you can follow the instructions provided to complete your return.
Please note: Our Returns Portal is available for UK customers only.
International Customers
International customers should email our customer care team at ivyroseclothinguk@gmail.com to initiate a return.
Our team will provide you with the relevant return instructions.
CHECKOUT+ | £4
Added Protection. Free Returns.
At checkout, UK customers have the option to add Checkout+ for just £4.
Checkout+ gives you additional peace of mind by providing:
PACKAGE PROTECTION
Protection if your parcel is lost in transit.
FREE RETURNS
Your return postage is covered when you return an eligible order.
Checkout+ must be selected and purchased at the time of checkout. If Checkout+ is not added to your order, our standard returns policy applies and return postage is the responsibility of the customer.
OUR 14-DAY RETURN POLICY
All returns must be requested within 14 days of receiving your order.
Unfortunately, returns requested after this period cannot be accepted.
RETURN CONDITIONS
To be eligible for a return, items must:
- Be in their original, unworn condition
- Have all original tags attached
- Be returned in their original packaging
- Include the original polybag, where applicable
A £2 deduction will be made from your refund or credit note if an item is returned without its original polybag.
Unless you have purchased Checkout+, return postage is the responsibility of the customer.
We strongly recommend using a tracked postal service and keeping your tracking information until your return has been confirmed as received by us.
REFUNDS & CREDIT NOTES
Once your return has been delivered to us, please allow up to 14 working days for your return to be inspected and processed.
You will receive an email confirmation once your return has been processed.
Where applicable, refunds will be issued to the original payment method used at checkout.
MISSING, INCORRECT & FAULTY ITEMS
If you receive an item that is missing, incorrect or faulty, please contact us within 7 days of the delivery date.
Please email ivyroseclothinguk@gmail.com with your order number and details of the issue so that our team can assist you.
Unfortunately, we may be unable to assist with claims made after this 7-day period.
SALE ITEMS
Please note that sale items are not eligible for refunds or exchanges, unless the item is faulty or incorrect.
ORDER CANCELLATIONS
Orders can be cancelled after being placed provided that the order has not yet been handed over to our courier.
If your order has already been dispatched or handed to the courier, we are unable to cancel the order.
In this instance, you will need to receive your order and initiate a return.
- UK customers: Please use our Returns Portal.
- International customers: Please email ivyroseclothinguk@gmail.com to initiate your return.
NEED HELP?
If you have any questions about your return or experience an issue with the returns process, our customer care team is here to help.
Email: ivyroseclothinguk@gmail.com
Please include your order number in your email so we can assist you as quickly as possible.
Ivy Rose Clothing reserves the right to refuse returns that do not meet the conditions outlined above.