Returns & Refund Policy

Returns Eligibility

Timeframe

You have 30 days from the date of delivery to request a return.

Return requests submitted after this period may not be accepted.

Conditions

To be eligible for a return, items must:

• Be unused and unworn
• Be in their original packaging
• Be in the same condition as received

We reserve the right to refuse returns that do not meet these conditions.

For hygiene-related products, items must be unused, clean, and in their original condition. Any item returned in an unsanitary condition will be rejected.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Underwear
• Lingerie
• Opened or used hygiene products
• Personalized or custom-made items
• Gift cards, where applicable

These exclusions are strictly enforced.

Damage and Liability

We are not responsible for damage resulting from:

• Improper use
• Negligence
• Normal wear and tear
• Incorrect handling
• Failure to follow care instructions

Only confirmed manufacturing defects are eligible for resolution under this policy.

Return Process

To initiate a return, please contact us at:

contact@ivyandharper.com

Please include:

• Order number
• Reason for return
• Clear photo evidence, if applicable
• Contact details

Return requests must be approved by our support team before sending any item back. Unauthorized returns may not be accepted or refunded.

Refund Policy

Inspection and Approval

All returned items are subject to inspection upon arrival.

We reserve the right to approve or reject any return if the item does not meet the return conditions stated in this policy.

Processing Time

If your return is approved, the refund will be issued to the original payment method.

Please allow up to 30 days for the refund to be processed and appear in your account, depending on your bank or payment provider.

Delayed or Missing Refunds

If you have not received your refund after 30 days:

• Check with your bank or payment provider
• Contact us at contact@ivyandharper.com

We are not responsible for delays caused by financial institutions.

Return Costs and Fees

• Return shipping costs are the responsibility of the customer, unless the item is confirmed to be defective or incorrect.
• Return costs may vary depending on location, courier, and destination.
• Shipping fees, handling fees, customs duties, taxes, or import charges are non-refundable.
• We are not responsible for lost or damaged returns in transit.

We strongly recommend using a tracked shipping service.

Return Address

Returns must be sent to our designated warehouse in Asia.

Full return instructions and the exact return address will be provided after your return request has been approved.

Please do not send any items back before receiving approval and return instructions from our support team. Unauthorized returns may not be accepted or refunded.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us at:

contact@ivyandharper.com

Please report the issue within 48 hours of delivery and include:

• Order number
• Description of the issue
• Clear photos of the item and packaging

Valid claims may be resolved with a replacement, refund, or another suitable solution, depending on the situation.

Order Cancellation

Orders cannot be cancelled after 1 hour of being placed due to automated processing and fulfilment systems.

If you need to cancel an order, please contact us as quickly as possible at:

contact@ivyandharper.com

Chargebacks and Disputes

By placing an order, you agree to contact us directly to resolve any issue before initiating a chargeback or payment dispute.

If a chargeback or dispute is opened without contacting us first, this may delay the resolution process. We may provide proof of delivery, policy acceptance, and communication history to the payment provider where necessary.

Contact

For any questions or concerns about returns or refunds, please contact us at:

Ivy & Harper
Email: contact@ivyandharper.com