Refund policy

At Ivory House, we want every customer to feel confident about their purchase. If something doesn’t meet your expectations, we provide a straightforward return and refund process.

Return Window

You may return eligible items within 30 days of receiving your order.
Products must be unused, in their original packaging, and in the same condition as received.
Our support team is available to guide you through the process.
We do not charge any restocking fees.

Return Costs

Defective or Incorrect Items: If you receive a damaged, faulty, or wrong product, return shipping is free.
Change of Mind: If you decide you no longer want the item, or ordered the wrong size/color, you are responsible for the return shipping cost.
Shipping fees paid at checkout are non‑refundable.

How to Return

Contact Us: Email info@ivoryhouse.uk within 30 days of delivery with your order number and reason for return.
Repack: Place the item securely in its original packaging with all accessories and documents.
Ship: Follow the instructions provided by our team. Use the recommended carrier or your preferred method. Return address will be provided upon authorization.

Refund

Once your return arrives, we will inspect the item to confirm it meets our return criteria.
Approved refunds are processed within 7 business days. Timing may vary depending on your bank or payment provider.
Refunds will be issued to the original payment method used during purchase.

Exchanges

Need a different size, color, or product? Contact us at info@ivoryhouse.uk and we’ll arrange a quick exchange.

Non‑Returnable Items

For hygiene and safety reasons, custom-made, perishable, and hygiene-sensitive products cannot be returned. These items will be clearly marked as non-returnable on their product pages.

Cancellation Policy

You may cancel your order within 24 hours of placing it by contacting us at info@ivoryhouse.uk.
If the order has already been processed or shipped, cancellation may not be possible. In that case, please follow the return process once you receive the item.
No cancellation fees apply within the allowed cancellation period.

Questions & Support

For more details, visit our FAQ page or reach out to our customer service team.

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