Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. Please read our return and exchange policy carefully before placing an order. In order to start your return process, please email ivyroseclothinguk@gmail.com

Please allow 14 working days to pass from the date your return has been delivered back for the refund / credit note to be issued. You will be emailed once the refund / credit note has been issued.

Return Window

We have a strict 14-day return policy:

• Returns requested within 7 days of receiving your order are eligible for a full refund back to your original payment method used at checkout.

• Returns requested between 7 and 14 days from the delivery date are eligible for a credit note only which will be issued to your email address / account used at checkout.

• Returns requested after 14 days will not be accepted.

Return Conditions

• Items must be returned in their original packaging with all tags attached.

• Items returned without the original polybag will incur a £2 deduction from your refund or credit note.

• All return shipping costs are the responsibility of the customer.

• We strongly recommend using a tracked Royal Mail service, and keeping your tracking number until your return is confirmed as received. (PO Box 291, L26 0YT)

• Once your item has been received back to us, please allow up to 14 working days for the item to be checked and processed. You will receive an email confirmation of this upon these steps being completed. 

Missing & Faulty Orders

Claims for missing / Faulty items within parcels must be made within 7 days of the delivery date. Unfortunately, we are unable to assist with claims made after this period.

Sale Items

Please note: Any sale items are not eligible for refunds or exchanges.

Orders can be cancelled after being placed if it has not already been given to our courier. In this instance, if the courier already has the item, we will be unable to cancel the order and a return will need to be initiated once the item is received by the customer.

We aim to deliver your order as quickly and efficiently as possible. Please review the information below regarding our shipping services, estimated delivery times and customs information.

UK Shipping (Excludes Channel Islands & Northern Ireland)

Channel Islands & Northern Ireland

(Excludes Jersey & Isle of Man)

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).

Tracking details will be sent via email once your order has been dispatched.

International Shipping

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 delivery estimates are provided as a guide only and may be affected by customs clearance, adverse weather conditions, public holidays or circumstances outside of our control.

Customs, Duties & Taxes

European Union (EU)

We ship all 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 exceeding €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 any 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.

Please note that the €150 threshold is based on the intrinsic value of the goods only (excluding shipping costs and taxes) in accordance with EU customs regulations.

Should 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, allowing you 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 any 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.

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