Return and Refund Policy

You have the right to return your order up to 30 days after receiving it. Once a return is approved and received, refunds will be processed within 7 business days.

Conditions for Returns

• Product Condition: Items must be unused, in their original packaging, and in the same condition as received.
• Non-returnable Items: Custom-made, perishable, or hygiene-sensitive items cannot be returned.

Return Options

• Full refund to the original payment method
• Store credit (available upon request)
• Replacement for damaged or faulty products

Return Process

• Step 1: Contact our support team at info@ivoryhouse.uk within 30 days of delivery. Please include your order number and the reason for the return.
• Step 2: Our team will provide return instructions and a downloadable return form.
• Step 3: Ship the item to the return address provided by our team. The return address may vary depending on the product, so be sure to contact us before sending anything back.

Return Costs

The cost of return shipping is the customer’s responsibility unless the item is damaged, faulty, or incorrect.

Return Address

Please send all returns to the following address:

Ivory House

20 Wenlock Rd, London N1 7GU, UK

For any return-related questions, contact us at info@ivoryhouse.uk

Return Form

A return form will be provided by customer service when your return is initiated. This form must be included in your return package.

Refund Process

• Processing Time: Refunds are processed within 7 business days of receiving the returned item.
• Refund Method: Refunds will be issued to the original payment method used during the purchase.

Specific Scenarios

• Exchanges: Yes, we’re happy to accept exchanges
• Change of Mind: You may cancel or request a return within 24 hours of placing the order. After that, wait for the delivery and follow the return process.
• Faulty Items: If you receive a defective product, contact us immediately with supporting photos. We will arrange a refund or replacement as quickly as possible.
• Damaged Items: For items damaged in transit, contact us with photos of the item and packaging. We’ll arrange a replacement or refund.
• Wrong Product Received: If you receive the wrong item, notify us within 7 days of delivery. We’ll ensure the correct product is sent at no additional cost.
• Item Never Arrived: If your item hasn't arrived by the estimated delivery date, check our shipping policy and track your order via our tracking page . If still unresolved, contact our team.
• Cancellation: You may cancel your order within 24 hours of placement. If your order has already shipped, you’ll need to return the item upon receipt.

Company Information