We do our best to ensure that the products that you order are delivered to you in full and according to your specifications. However, should you receive an incomplete order, or items different from the ones you ordered, or there is some other reason why you are not satisfied with the order, you may return the order, or any products included in the order, and receive a full refund for the items.
Certain products purchased at Ivy Trend cannot be returned. They fall in the following categories:
- goods which are clearly personalised or made to your specifications
- sealed goods which are not suitable for return due to health protection or hygiene reasons, if opened, e.g. make up, underwear, pierced jewellery
- sealed audio or video recordings or computer software, if opened
Please take reasonable care of the goods whilst in your care. Any goods returned must be in a resalable condition. They must be unworn/unused with original tags attached and in original packaging. It is your responsibility to ensure that the goods are appropriately packaged to ensure they are not damaged in return transit.
Notifying us of a return
If you wish to return an order, or some of the products included in an order, please notify Ivy Trend costumer care within 48 hours of receiving the goods, including the following information:
- your name,
- order number,
- the item (s) you wish to return, and
- Optionally a reason for your return: unsatisfied with item, item didn’t match description, damaged item, wrong item, or some other reason.
Our customer care will send you specific instructions on how to ship the return package(s). Please do not ship the return package before you receive the instructions.
Shipping products back
Goods must be returned without undue delay and in any event not later than 48 hours after notifying us of your cancellation.
We strongly recommend that you use registered mail (and insure any high-value packages), since Ivy takes no responsibility for shipments that are lost or damaged during return transportation.
Please ensure you retain a proof of postage receipt so in the unlikely event your parcel goes missing, you will have proof you sent it.
You will be refunded within 48 hours of Ivy Trend receiving back the goods. We will notify you by e-mail once the products have reached us and are accepted for return.
Unless a product or products you wish to return arrived to you damaged or faulty, you are responsible for the return transportation costs.
Providing you are returning all the products from a specific retailer, we will refund the standard shipping costs you paid for the original delivery. If you chose to pay for a non-standard delivery, we will only refund the cost of our least expensive, standard delivery.
Damaged or faulty goods
If you receive a damaged, broken, or defective product, please notify Ivy Trend customer care as soon as possible. Include at least the following information:
- your name,
- order number,
- name of the damaged product(s), and
- state the nature of the damage with attached photograph
We will generally instruct you to ship the damaged product back to us. As soon as it reaches our offices, we will send you a replacement product. If the replacement can’t be made, or if you wish to cancel the order, you will be refunded in full. You will also be reimbursed for reasonable returns postage costs for damaged or faulty goods once we have received your postage receipt.
If the outer packaging of your order is clearly damaged on arrival, and you are suspecting that the products are damaged as well, you can either reject the delivery or accept the goods and sign for them as damaged. In both instances, please contact Ivy Trend customer care as soon as possible.
If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for the postage charges. Any fees and charges incurred by the retailer due to a package being refused will be deducted from your merchandise refund.