Refund policy

Important: you pay the cost of a standard return.

Return period

You can return items within 30 days of receiving them, even if you simply don't like an item or it doesn't fit.

Conditions

The item is unworn, unwashed and undamaged.
Any labels are still attached.
The item is complete and, where possible, in its original packaging.

We may refuse items that show signs of wear or damage not caused by us.

How to return an item

Email us at info@ivylondon.uk with the subject "Return".
Include your order number, the reason for the return, your name and your address. If an item is damaged, please attach a photo.
We check your request and send you the return address. Please do not send the item to the sender address on the parcel, only to the address we give you.
Once you have sent it, please email us the tracking number so we can follow your return.

Return costs

You pay the cost of a standard return. If an item is damaged, faulty or not what you ordered, we cover the return costs once our customer service team has confirmed the issue.

Damaged, faulty or incorrect items

Please contact us as soon as possible, ideally within 7 days of delivery, with your order number and a photo. We will find a solution: a replacement or a refund. Your rights under the Consumer Rights Act 2015 are not affected.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your purchase within 14 days of receiving your goods, without giving a reason. Just tell us clearly, for example by email to info@ivylondon.uk. Our 30-day return period applies in addition to this right.

Cancelling an order

Orders are processed straight away. Once an order has been dispatched, it can no longer be cancelled. In that case, please accept the parcel and return the items as described above.

Refunds

Once we have received and checked your return, we refund the purchase price within 14 days to the payment method you used. Depending on your bank, it may take a few more days to appear in your account. We do not refund return postage or any extra cost for a delivery option more expensive than standard delivery.