Refund policy

Returns & Refunds

If for any reason a customer is not completely satisfied with their online purchase, we offer refund, exchange or credit options, subject to the following conditions:

  • Customers must notify us within seven (7) days of receiving their order why they are seeking a refund, exchange or credit.
  • There shall be no refunds, exchanges or credits for Items that are discounted as part of a clearance campaign, so customers should choose carefully when they purchase clearance items.
  • To be eligible for a refund, exchange or credit the returned item must be in the same condition that the customer received it (i.e. not worn or used, not damaged, not altered, tags are still in place, and item is still in original packaging). 
  • All postage and insurance costs for returned items is the responsibility of the customer. Ivory & Beech will not be responsible and liable for any parcels lost or damaged in the return/transit process, hence customers should consider insurance cover for any item being returned.

To initiate a return, customers should contact us at customerservice@ivoryandbeech.com.au within 7 days of receiving their order.

Please note that returns will need to be sent to the following address: 

Ivory & Beech

PO Box 438

Coorparoo 

QLD, 4151

Damages and issues

 

Customers should inspect their order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure customers get what they want is to return the item, and once the return is accepted, make a separate purchase for the new item.

Refunds/Credits

We will notify you once we’ve received and inspected your return, and let you know if the refund/credit is approved or not. If approved, you’ll be refunded or provided a credit note (customer can elect), normally within 10 business days. Please remember for refunds it can take some time for your bank or credit card company to process and post the refund too. If customers have not received their refund within 15 business days of us approving the refund, please contact us at customerservice@ivoryandbeech.com.au