Refund Policy
Order Confirmation & Acceptance of Policy
By placing an order through Ivy's Closet, you confirm that you have read, understood, and accepted the terms outlined in this Return & Refund Policy.
By completing your purchase, you acknowledge that:
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You have reviewed and agreed to our return conditions and timelines.
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You understand and accept the return procedures described below.
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In the event of a payment dispute or chargeback, this policy, along with order records, tracking information, and communication history, may be used as supporting evidence.
Returns
Customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the following conditions are met.
Return Requirements
To qualify for a return:
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The item must be unused, unworn, and unwashed.
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The product must be returned in its original condition and packaging.
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The item must show no signs of misuse, damage, or excessive handling.
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Return shipping costs are the responsibility of the customer.
Once received and inspected, eligible returns are typically processed within 7 business days.
We reserve the right to deny returns that do not meet the requirements outlined above.
How to Request a Return
To start a return request, please contact us at:
Please include the following information:
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Order number
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Full name
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Shipping address
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Reason for the return
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Photos of the item if it arrived damaged or defective
After reviewing your request, our support team will provide detailed return instructions.
Please do not return any item without prior authorization. Unauthorized returns may not be accepted or processed.
For your protection, we strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.
Damaged or Defective Products
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:
Please provide:
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Your order number
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A brief description of the issue
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Clear photos or video evidence showing the defect
After verification, we may offer:
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A replacement item
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A refund
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An alternative resolution depending on the circumstances
In many cases, defective products may not need to be returned.
Replacement orders are generally processed within 7–14 business days after approval.
Lost Packages
If your package appears to be lost during transit, please contact our support team as soon as possible.
Provide:
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Your order number
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Tracking information
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Any relevant details regarding the shipment
We will work with the shipping carrier to investigate the issue and, where appropriate, arrange a replacement or refund.
If an order is returned because it was refused, left unclaimed, or shipped to an incorrect address provided by the customer, a CAD $35 administrative and shipping fee may be deducted from the refund amount.
Order Cancellations
You may request an order cancellation before your order has been processed and shipped.
To request a cancellation, contact:
Once an order has been dispatched, it can no longer be cancelled. In such cases, the order must be delivered first and then returned following our standard return procedure.
Customers are responsible for all applicable return shipping costs.
Chargebacks & Payment Disputes
If you experience any issues with your order, we encourage you to contact our customer support team before opening a chargeback or payment dispute.
We are committed to resolving concerns quickly and fairly.
If a chargeback is initiated, we may provide the payment provider or financial institution with supporting documentation, including:
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Order confirmations
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Tracking information
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Delivery records
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Customer communications
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Photographic evidence when applicable
Filing a chargeback without first contacting our support team may result in delays during the resolution process.
Additional Information
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Returned products must be sent to our designated fulfillment facility as instructed by our support team.
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Customers are responsible for return shipping expenses.
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Ivy's Closet is not responsible for delays caused by shipping carriers, customs inspections, or other circumstances beyond our control.
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Products returned in used, damaged, unsanitary, or non-resalable condition may not qualify for a refund.
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Original shipping fees are non-refundable unless otherwise required by applicable law.
Contact Information
If you have any questions regarding this Return & Refund Policy, please contact our Customer Support Team:
Ivy's Closet
Email: info@ivys-closet.com
We are always happy to assist you.