Frequently Asked Questions

**Please note, due to the COVID-19 pandemic, there may be delays in shipping, returns/exchange processing and customer service response time. We are doing the best we can and appreciate the understanding. xx  

 

 

What if something is wrong with my order?

If something is wrong with your order please send us an email at hello@ivycityco.com and include your name, order number, pictures of the issue (if relevant), and a brief description of the issue.

What is the return/exchange policy?

Please refer to our Return & Exchanges link.

Can I make a change to my order?

We would be happy to make changes to an address, cancel an order, or remove items from an order; however, we are unable to add items to an order. We are able to make any of these changes to your order, as long as your order has not yet left our warehouse. Once an order has shipped out we are unable to make changes to an order.


Please chat or email us at hello@ivycityco.com with as much detail as possible (Ex. order number, request, new address, etc.) so that our customer service team can do their best to change your order as quickly as possible.

Can I pick up my order?

Yes, we do offer a local pick up option. You will need to select this shipping option at checkout. Once you receive a “Ready for Pick-Up” email you are welcome to come and pick up your order.

When can I pick up my order?

Once you receive your “Ready for Pick-Up” email you are welcome to come and pick up your order. Our warehouse is open from 9-3 Monday through Friday (excluding holidays). You are welcome to stop by anytime during that time frame. 


Our warehouse address is:

Ivy City Co

9180 S 500 W

Suite B

Sandy, UT 84070

Where is your warehouse located?

Our warehouse is open from 9-3 Monday through Friday (excluding holidays). 

Our warehouse address is:

Ivy City Co.

9180 S 500 W

Suite B

Sandy, UT 84070

Can I return/exchange at the warehouse?

You are more than welcome to make a return at our warehouse. Our warehouse hours are 9-3 pm, Monday through Friday (excluding holidays). You are welcome to stop by anytime during our business hours.  

If you are wanting to do a warehouse exchange we would recommend registering your return on our website and selecting the warehouse return option for a refund. Then you'll want to place the new exchange order for a warehouse pick up. Once the new order is ready for pick up, you can come by and drop off the return and pick up your new order in the same visit.

How do I use Afterpay and how does it work?

When checking out, the AfterPay option can be selected on the payment page. There is a box below the credit card information box where you can select the AfterPay option.  AfterPay gives you the option to pay for your order in 4 equal, interest free payments, instead of all at once.

Where are your dresses made?

We have a few different women-owned factories in Asia that we know and love! It makes us sad that China overall gets the rep for unethical or low-quality products because it's not always the case. We met a woman a few years ago who had been working for a large manufacturer in China but didn't like how things were done. She decided to start her own business, which is unheard of as a woman in China, to source and manufacture ethically, with good wages and high-quality products. We are proud to partner with her to support her small business dream as she supports ours- and break the stereotypes.

Since partnering with this manufacturer she has been able to put us into contact with other female-owned manufacturing companies that meet her standard of ethical practice in India. We are so happy to be able to help and support other female-owned companies around the world.

We can assure you that we have done our research and know that they do practice fair trade and have excellent working conditions. We take pride in knowing our clothing is crafted ethically!

How long before my return is processed?

Once your package is delivered to our warehouse it normally takes our returns team 3-4 business days to process your return. You will receive an email notification once the return has been processed.

Why was I not fully refunded?

The original shipping cost (to get the order from us to you) and Route Shipping Insurance are both non-refundable costs. In addition to these costs, if you select to use one of our return shipping labels a fee of $8.35 will be deducted from your refund.


If you still have questions about your refund we would be happy to answer those for you. Please send us an email at hello@ivycityco.com.

How do I use my gift card or store credit?

Gift cards and store credit can be used and entered at checkout. You will just want to enter the gift card number in the Discount Code box before submitting your order.

Why were my rewards points not refunded?

Rewards points are not refundable. Please refer to our Reward page for more information.

How is your pricing determined?

Our prices are a direct result of how much it costs us to make our original dresses and to support our team to bring ivy to life! Since we first started making dresses, prices for material and shipping has gone way way up. We have also been using higher quality fabrics and more natural fibers than ever before! We too believe strongly in paying better than fair wages and working with a manufacturer that is certified GOTS.  We used to ship out of our homes but since our business has been growing we've relocated to a warehouse and built a team of amazing shippers and customer service gals. We keep our prices as low as we can with all of this in mind and are so proud to offer one of a kind designs in a wide range of sizes. Thanks for believing in our dream and dresses!!

What if something is wrong with my order?

Please contact us directly if something is wrong with your order! You can either contact us directly through the CONTACT US tab or by email at hello@ivycityco.com.

How do I collaborate with Ivy City Co?

If you are interested in working with us, you will just want to fill out a submission on our "Collaborate with Us" page at the bottom of our website. Once that's done it will be reviewed by our collaboration team. If we need any additional information or would like to move forward with setting up a collaboration we will reach out to you!