Starstruck NEW ARRIVALS ⭐️✨
Start a Return

 

All the answers to your questions for Returns + Exchanges.
If you aren't happy with your order, then neither are we! So let's figure this out, shall we? :)

RETURN POLICY

If your product arrives and does not meet your expectations, you have 30 days from the date your product was delivered to begin your return or exchange for a refund, exchange, or store credit in the portalTo begin this process please take the following steps to get your return or exchange moving as quickly as possible. We will only accept and process exchanges/returns which have followed the instructions below:

*note: products may not have been worn, dirtied, or used outside of a first try on and all tags must still be in tact if applicable to qualify for a return/exchange. For all new designs, if the product was packaged in one of our custom O Happy Day bags and not returned in this bag, a $1 restocking fee will apply. 

RETURNS

1. CLICK HERE to begin your Return Process.  Follow the instructions in the Returns Center to return your item(s) by one of the following methods:

-Ship with any courier of your choice.

-Return to our Draper, UT warehouse. 

-Ship with a returns label for your convenience.

2. You will receive your RETURN AUTHORIZATION NUMBER (ALSO KNOWN AS AN RMA #)  in an email, as well as return instructions for your return depending on the above return method you chose.

Let's make sure we get your return issued for you okay ;) If you cannot find your packing slip then please write your Authorization and Order Number on a piece of paper instead. If we do not receive your Authorization Number we cannot process your return.

*note: customers are responsible for return shipping unless the item was damaged or defective upon receipt and we were notified about it within 5 business days. Please note, if choosing to use our return label to ship your return, an $8 shipping label fee will be deducted from your refund amount, as stated on the "ship with a returns label for your convenience" that you chose. 

3. Return your item(s) as directed in the email for the return method you chose.

4. You will be notified once we have received, opened, and inspected your return at our facility. Typically within 3 business days of its arrival to us. 

*​note: we reserve the right to refuse any return if it was returned to us damaged and we were not contacted about it within 5 business days of its delivery date.​​

5. You will be notified once your return has been processed and refunded to the requested method of payment. Typically within 5 business days of arrival to us. 

*note: if you are returning, just the product cost will be refunded, minus the shipping return cost if using our return label, and any restocking fee if it applies.

 

EXCHANGES

We do offer free exchanges! But since our styles and sizes sell out super quick, if you desire to have your exchanged product ASAP, we recommend you place an order for the new size you would like to exchange for, then follow the return procedures above on the item you wish to return. Once we receive and approve your original item we will issue your return and shipping on the products that apply in the initial order placed. 

1. CLICK HERE to begin your Exchange Process. Follow the instructions in the Returns Center to exchange your item(s) by one of the following methods:

-Return to our Draper, UT warehouse.

-Ship with a returns label for your convenience.

2. You will receive your RETURN AUTHORIZATION NUMBER (ALSO KNOWN AS AN RMA #)  in an email, as well as exchange instructions for your exchange depending on the above exchange method you chose.

Let's make sure we get your exchange issued for you okay ;) If you cannot find your packing slip then please write your Authorization and Order Number on a piece of paper instead. If we do not receive your Authorization Number we cannot process your exchange.

*note: an exchange will only be approved if it is for a new size of the original item you ordered. we cannot process exchanges for a different item.

3. Return your item(s) as directed in the email for the exchange method you chose.

4. You will be notified once we have received, opened, and inspected your item(s) to be exchanged at our facility. Typically within 3 business days of its arrival to us. 

*​note: we reserve the right to refuse any exchange if it was returned to us damaged and we were not contacted about it within 5 business days of its delivery date.​​

5. You will be notified once your exchange has been processed and a new order will be automatically placed for you in our system. You will receive a new order confirmation and shipment notification, typically within 5 business days of arrival to us. If your requested size for the exchange is not in stock, we will refund your order for you :) 

SALE ITEMS

All sale items ending in $0.99 are final sale and will NOT be accepted for an exchange or return. No exceptions. 

Thanks for following along and supporting our small business. We are doing the best we can to make sure each interaction with our brand is simple and fair to all parties.

Any questions? Feel to reach out to our customer support for further guidance: hello@ivycityco.com