We want you to be delighted with your Ivory & Co purchase. If you’re not happy for whatever reason, you have 28 days (from the date you receive your order) to return part or all of your order.
Need to send a return to us? Please complete the Returns Form sent with your order and return the product to us in accordance with the Returns Procedure. For further details, including important information on international returns, please read below.
We understand that from time to time you may wish to return a product to us. We have created this 28-day returns policy to enable you to return products to us in appropriate circumstances. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 28 days following the date of receipt of the product;
(b) the returned product is unused, in its original packaging and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the returns procedure set out below; and
(d) none of the exclusions set out below apply.
Damaged items will be replaced with the same item only. Damaged items will not be refunded. Ivory & Co. merchandise is quality checked and carefully packaged, however occasionally things do arrive damaged. Please contact us with any problems.
Exchanges : We are not able to issue refunds for goods returned outside of our 28 working days returns policy, however we do have an excellent exchange policy. Any item may be exchanged up to the value spent for any other item in the Ivory & Co. range of products for a period of up to 6 months after the date of purchase as long as this does not go past your wedding date. We are very proud of this rare policy which was set up to enable brides who have to wait a long time for dress fittings etc to swap for alternative accessories if the original ones purchased do not suit the wedding dress or are unsuitable for a hairstyle etc… Items may only be exchanged for alternative items if they are unused, undamaged and in saleable condition. (It is at the discretion of Ivory & Co. to decide upon receipt of the goods whether they fit this description).
Postage, shipping or handling charges are not reimbursable.
To avoid making the wrong decision ie. choosing a tiara which when it arrives may not suit your dress or colouring or hairstyle and incurring the postage charge, please take time to read our ‘Inspiration for brides’ section of the website as it may help you to choose accessories according to any particular theme your wedding may have or to the style of your wedding dress. Finally you can call 01684 592030 and ask for any of our expert advisors. They have extensive experience and would be happy to give advice on your choice of accessories.
In order to take advantage of your rights under this returns policy, you must:
Complete the Returns Form sent with your order and return with your goods to the following address: Ivory & Co, The Old Forge, Church Lane, Earls Croome, Worcestershire, WR8 9DE. United Kingdom.
Return all items by Royal Mail recorded delivery. Please use only Special Delivery if the item value is more than £150 to ensure you will be compensated should the goods be lost or damaged in transit. We do not take any responsibilty for returned items that are not received and request you contact Royal Mail directly. If an item is lost as a result of being sent via standard first or second class post we would not be able to process a refund for the item.
You will be responsible for paying postage costs associated with returns or exchanges under this policy.
INTERNATIONAL RETURNS PROCEDURE
If you are an international customer, you have 28 days (from date of receipt) to return your order. We have extended our standard Returns Policy for international customers to allow for additional delivery time in the case of returned orders.
Complete our Returns Form, print this and return with your goods to the following address: Ivory & Co, The Old Forge, Church Lane, Earls Croome, Worcestershire, WR8 9DE. United Kingdom.
Returns must be sent through a trackable delivery service, ensuring it is appropriately insured.
Clearly mark the front of the package ‘RETURNED GOODS’ in large, visible capital letters.
A customs declaration (CN22 or CN23) must be attached to the package.The declaration must include a complete and accurate description of the goods, their quantity and value. Our VAT number GB320036855 must also be included on the CN22/CN23.
We do not take any responsibility for returned items that are not received and request that you contact your postal or delivery service provider directly.
You will be responsible for paying postage costs associated with returns under this policy.
We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges, if these have been paid by the customer, and excluding the costs of returning the product to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 7 days of the day we received your returned product.
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.