REFUND POLICY

Important: Return shipping costs are the customer's responsibility. We do not provide prepaid return labels.

Returns

You have 30 days from the date of delivery to request a return, subject to the following conditions:

  • The jewellery must be unworn, unaltered, and in its original condition
  • All original packaging, boxes, certificates, and tags must be included
  • Personalised, engraved, or custom-made items cannot be returned
  • Items purchased during final sale events are non-returnable
  • You must contact us for return authorisation before sending anything back

Once your return request is approved, we will provide you with our verified return address. Please do not use the sender address on your parcel.

To initiate a return, please email info@ivyandellejewels.com with the following information:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Clear photographs (if the item arrived damaged or faulty)

We reserve the right to refuse returns that do not meet our conditions, show signs of wear, have been damaged by the customer, or are returned without prior authorisation.

Returns are inspected and processed within 5-7 business days of arrival at our facility.

Refunds & Order Cancellations

Our team begins processing orders immediately upon confirmation. Please be aware:

  • Orders can only be cancelled within 2 hours of purchase
  • After this window, the order enters our packing and dispatch process
  • Once an item has been dispatched, cancellation is no longer available

Refunds are issued only when:

  • Your return request has been approved
  • The returned item is received and inspected in resalable condition
  • All return conditions outlined above are satisfied

Please note that original delivery charges, return postage costs, and any applied discounts are non-refundable.

Shipping & Dispatch Notice

All our jewellery is carefully packaged and dispatched from our facility. While we strive for prompt delivery, occasional delays may occur due to courier schedules or regional factors beyond our control.

Please note:

  • Orders cannot be cancelled once they have been dispatched
  • If your order is already in transit, please wait for delivery before requesting a return
  • Tracking information will be provided once your order ships

Refund Processing (for approved returns)

If your return meets our policy requirements and passes inspection:

  • Refunds will be processed within 10-14 business days of receiving your returned item
  • Payment will be refunded via the original payment method used at checkout
  • Sale and promotional items may be eligible for store credit or exchange only, at our discretion

Return Shipping Instructions:

All returns must be sent via a tracked postal or courier service. We strongly recommend obtaining proof of postage and sharing the tracking number with us at info@ivyandellejewels.com. Ivy & Elle Jewels is not responsible for items lost or damaged during return transit.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us immediately at info@ivyandellejewels.com with:

  • Your order number
  • A description of the issue
  • Clear photos showing the damage or defect

We will arrange a replacement or full refund (including original shipping costs) for verified cases of damage or manufacturing faults.

Contact Us

For any questions regarding returns or refunds, please reach out to us at:

Email: info@ivyandellejewels.com

We aim to respond to all enquiries within 24-48 hours during business days.