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 15 days from the date your product was delivered to your address to take action on receiving a refund or product exchange in our Returns Center. To 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.

1. CLICK HERE to begin your Return/Exchange Process.  Follow the instructions in the Returns Center to submit your request.

2. Once your request has been accepted by us you will receive your RETURN AUTHORIZATION NUMBER (ALSO KNOWN AS RMA #)  in an email.

3. Package up and ship the products back to us for which you would like to return/exchange. Please include your original packing slip and write your Return Authorization Number (RMA #) on it.  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/exchange.

*note: customers are responsible for return shipping unless the item was damaged or defective upon receipt. If you are sending an exchange, your original shipping cost from your first purchase will be refunded. 

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

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

*note: if you are returning, just the product cost will be refunded. If you are exchanging, the product cost and shipping cost of your original order will be refunded. 
 

HOLIDAY/CHRISTMAS GIFT EXCEPTION

Any products received as a holiday gift in December will qualify for extended timelines in our return/exchange process. We just ask that the process be initiated within our Returns Center by January 15, 2020.  

SALE ITEMS

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

EXCHANGES CONTINUED

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/item 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. 

 

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