Refund policy

1. Return Window

Ivynime accepts return requests made within 30 days after the delivery date. Customers must contact us before returning any item. Returns sent without prior authorization may not be accepted through our standard return process, so please wait for our approval and instructions before mailing an item. This authorization procedure does not limit any mandatory rights you may have under applicable law.

2. Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Items must be unused, unworn, and unwashed, and must be in the same condition as received.
• Items must have their original tags and be returned in their original packaging.

The condition requirements above apply to standard change-of-mind returns. Items worn, washed, altered, or damaged after delivery through customer use may not be eligible for a standard change-of-mind return.

If an item arrives incorrect, damaged, or defective, please contact us with your order details and supporting information. We will review the issue and provide the appropriate next steps under applicable law. The standard change-of-mind condition requirements do not limit any rights that cannot lawfully be excluded, and this policy does not mean that every reported issue is automatically accepted without review.

3. Return Process

To request a return, email hello@ivynime.com with your order number and the reason for the request. If an item arrived damaged, defective, or incorrect, please include a description of the issue and clear photos where possible.

Our team will review the request and, if approved, provide return instructions. Please package the item carefully and send it according to those instructions. The business/contact address listed on this policy is also the designated return address. However, do not mail an item before receiving authorization and the return instructions for your approved request; those instructions govern how to send the item.

4. Return Shipping Costs

Items That Arrived Incorrect, Damaged, or Defective

If you receive the wrong item, or an item arrives damaged or defective, contact us with your order number and supporting details. Where the return is due to an error attributable to Ivynime or an item that arrived damaged or defective, Ivynime will cover the applicable return shipping cost. We will review the reported issue and provide return instructions.

Customer-Initiated Returns

For returns for personal reasons, including a change of mind, an unwanted item, incorrect size selection, or personal preference, the customer is responsible for return shipping costs. The designated return address is in the United Kingdom, so applicable international postage may form part of the customer’s return shipping costs.

We do not charge a restocking fee.

5. Inspection and Refund Process

After the returned item is received, inspection generally takes 1–3 business days. Business days are Monday through Friday.

After we receive and inspect the returned item, if it qualifies for a refund, we generally process the refund within 1–3 business days and issue it to the original payment method, subject to the applicable payment provider's processes.

After we issue the refund, the bank, card issuer, or payment provider may require an additional estimated 3–5 business days for the funds to appear in the account. This is an estimate, not a guarantee. The merchant processing period and the financial institution’s posting period are separate, and actual posting times may vary by provider, payment method, and account.

6. Exchanges

Please contact us before sending an item if you are seeking an exchange. An exchange is not approved unless our customer support team confirms the arrangement and provides instructions. Any exchange remains subject to applicable mandatory legal rights.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives defective, damaged, or incorrect, contact us as soon as reasonably possible and provide your order number, a description of the issue, and photos showing the problem where possible. We will review the information and explain the available next steps. Customer-caused wear or damage after delivery is treated separately from an item that arrived damaged or defective.

8. Late or Missing Refunds

If a refund has not appeared after the applicable refund-processing period and estimated posting period, first check your account and contact your bank, card issuer, or payment provider. If the refund still cannot be located, contact us at hello@ivynime.com with your order number so we can review the refund status.

9. Return Address and Authorization

All returns require prior contact and authorization, subject to applicable mandatory legal rights. The designated return address is the same as the business/contact address: FLAT 1-5, 96 BATH ROAD, CHELTENHAM, GL53 7JX, United Kingdom. After approving a return request, our customer support team will provide the return instructions for that request. Please wait for authorization and follow those instructions before mailing any item; the fact that the addresses are the same does not waive the authorization requirement. This authorization procedure does not limit any rights that cannot lawfully be excluded.

10. Order Cancellation

If you wish to request cancellation of an order, contact us as soon as possible at hello@ivynime.com with your order number. We will review the request based on the order's current status and applicable law. Do not assume an order has been cancelled unless we confirm it, except where applicable law provides otherwise. If an order has already been dispatched, you may contact us about return options under this policy after delivery. Any cancellation, return, or refund is subject to applicable mandatory legal rights; nothing in this policy limits rights that cannot lawfully be excluded.

11. Contact Information

For return or refund questions, contact Ivynime:
Email: hello@ivynime.com
Phone: +44 124-258-3945
Business / Contact Address:
FLAT 1-5, 96 BATH ROAD, CHELTENHAM, GL53 7JX, United Kingdom

Customer Support Hours
Monday–Friday, 9:00 AM–6:00 PM UK local time (GMT in winter and BST in summer)