PUFFER COAT | GREY

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.

Returns Portal: https://returnsportal.shop/ivyroseuk

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.

SHIPPING POLICY

We aim to dispatch and deliver your Ivy Rose Clothing order as quickly and efficiently as possible. Please read the information below for full details of our delivery services, estimated delivery times and international customs requirements.

UK SHIPPING

UK Mainland

UK mainland shipping excludes the Channel Islands and Northern Ireland.

Channel Islands & Northern Ireland

Please note: Jersey and the Isle of Man are excluded from this service.

CHECKOUT+ | £4

Extra Protection. Added Peace of Mind.

At checkout, UK customers have the option to add Checkout+ for just £4.

Checkout+ provides additional protection and benefits on your order, including:

PACKAGE PROTECTION
Protection if your parcel is lost in transit.

FREE RETURNS
Return your eligible order without paying return postage.

Checkout+ must be purchased at the time of checkout and cannot be added to an order after it has been placed.

If Checkout+ is not selected, our standard shipping and returns policies apply.

For full information regarding returns, please refer to our Returns & Exchanges Policy.

ORDER CUT-OFF TIME

Orders placed before 2:00pm (UK time) are dispatched the same working day.

Orders placed after 2:00pm will be dispatched on the next working day.

Orders placed after 2:00pm on Friday will be dispatched on Monday, excluding Bank Holidays.

Once your order has been dispatched, you will receive an email containing your tracking information.

INTERNATIONAL SHIPPING

We offer DHL Express delivery to destinations worldwide.

Shipping costs are calculated at checkout based on your delivery destination.

Destinations located on islands rather than the mainland may be subject to extended delivery times of up to 10 working days.

Please note that all delivery estimates are provided as a guide only. Delivery times may be affected by customs clearance, adverse weather conditions, public holidays or other circumstances outside of our control.

CUSTOMS, DUTIES & TAXES

European Union (EU)

We ship eligible EU orders using our Import One Stop Shop (IOSS) registration together with DHL Express.

Orders With an Intrinsic Value of €150 or Less

Orders with an intrinsic value of €150 or less are shipped using the IOSS scheme.

Where applicable:

• VAT is collected at checkout based on your delivery country.
• Your shipment is sent using our IOSS registration.
• No additional import VAT or customs charges should be payable upon delivery.

Orders With an Intrinsic Value Over €150

Orders with an intrinsic value exceeding €150 are not eligible for IOSS under EU customs regulations.

For these orders:

• VAT is not collected at checkout.
• Your shipment will be processed through the standard customs clearance process.
• Import VAT, customs duties, where applicable, and customs clearance or administration fees are payable by the customer before delivery.
• DHL Express will contact you directly if payment is required before your parcel can be delivered.

The €150 threshold is based on the intrinsic value of the goods only, excluding shipping costs and taxes, in accordance with EU customs regulations.

If customs authorities require additional information to clear your shipment, DHL may contact you directly to assist with the customs clearance process.

UNITED STATES

Import duties, taxes and customs charges are determined by US Customs and Border Protection and remain the responsibility of the customer unless otherwise stated at checkout.

REST OF WORLD

Orders shipped outside the United Kingdom and European Union may be subject to import duties, taxes, customs charges and clearance fees imposed by the destination country.

These charges are determined by the relevant customs authorities and remain the responsibility of the customer unless otherwise stated at checkout.

TRACKING YOUR ORDER

All international orders are shipped using DHL Express.

Once your order has been dispatched, you will receive an email containing your tracking number.

You can use your tracking number to monitor your shipment and manage your delivery directly with DHL.

UNPAID CUSTOMS CHARGES

Where import charges are payable by the customer, including EU orders exceeding €150 and applicable international shipments, failure to pay these charges may result in your parcel being returned to us.

If a parcel is returned due to unpaid customs charges, any refund issued will be reduced by costs incurred, including but not limited to:

• Original shipping charges
• Return shipping costs
• Customs duties and taxes incurred
• Carrier administration or handling fees

Shipping charges are non-refundable once an order has been dispatched.

If a parcel is abandoned or destroyed by customs due to unpaid import charges, no refund will be issued.

DELAYED DISPATCH ITEMS

If your order contains an item displaying a future dispatch date or "Dispatch Week Commencing" notice, your entire order will be shipped together once all items are available.

If you require available items sooner, we recommend placing separate orders.

IMPORTANT INFORMATION

By placing an order with Ivy Rose Clothing, you acknowledge and accept responsibility for any applicable import duties, taxes and customs charges where these are payable under the shipping terms outlined above.

Delivery estimates are provided as a guide and are not guaranteed. Once an order has been dispatched, delays caused by the courier, customs, weather, public holidays or circumstances outside of our control are not the responsibility of Ivy Rose Clothing.

NEED HELP?

If you have any questions regarding your delivery, please contact our customer care team.

Email: ivyroseclothinguk@gmail.com

Please include your order number in your email so that we can assist you as quickly as possible.

Thank you for shopping with Ivy Rose Clothing.