Return Policy


Last updated: October 12, 2025

 

 

30-Day Return Policy

You have 30 days after receiving your item to request a return.

 

 

How to Start a Return

  1. Contact our customer service at info@ivyandsophie.co.uk

  2. Provide your order number (found in your confirmation email or invoice)

  3. Wait for our team to approve the return and provide you with:

    • The return address

    • Clear instructions on how and where to send your package

❗ Important: Items sent back without first requesting a return will not be accepted.

 

 

Return Conditions

  • All returns must be shipped to our warehouse in Asia

  • Customers are responsible for return shipping costs

  • Items must be in original condition (unworn, unused, and with tags, if applicable)

 

 

Damages or Issues

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately so we can resolve the issue quickly.

 

 

Exchanges

We do not offer direct exchanges.
The fastest solution is to:

  1. Request a return for the original item

  2. Once approved, place a new order for the desired item

 

 

Refunds

Once we receive your return:

  • We’ll process it within 2–4 business days

  • You’ll receive your refund confirmation by email

  • Funds typically return to your account within 3–5 business days

⏳ Please note: It may take your bank or credit card provider additional time to post the refund to your account.

If more than 15 business days have passed since your return was approved and you've not received your refund, please contact us at info@ivyandsophie.co.uk.

 

Cancellation Policy

You may request to cancel your order within 2 hours of placing it, provided the order has not yet entered processing.

Due to our fast order processing system, orders begin preparation shortly after being placed. Once an order has entered processing, it can no longer be cancelled prior to dispatch.

If your order cannot be cancelled at this stage, you may still exercise your statutory right to cancel within 14 days after receiving your item, in accordance with UK consumer law. In this case, please follow our standard returns procedure.