RETURN POLICY

Return Policy — The Ivory Lane Co.

Last updated: June 2026

1. Our Promise

At The Ivory Lane Co., we want you to love every piece you order. If something isn't right, we're here to make it easy.

2. Return Window

You have 30 days from the date of delivery to return your item(s) for a refund or exchange.

3. Conditions for Return

To be eligible for a return, items must be:

  • Unworn and unwashed
  • In their original condition with all tags attached
  • Free from perfume, deodorant, or any other marks
  • Returned in their original packaging where possible

Items that do not meet these conditions will not be accepted and will be returned to you.

4. Non-Returnable Items

The following items cannot be returned:

  • Sale items marked as final sale
  • Underwear and swimwear for hygiene reasons
  • Items that have been visibly worn, washed, or damaged after delivery

5. How to Return

To start a return, please follow these steps:

  1. Email us at helloivorylaneco@gmail.com within 30 days of delivery
  2. Include your order number and reason for return
  3. We will respond within 2 business days with return instructions
  4. Pack your item(s) securely and send them to the address provided

6. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect
  • We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit
  • Original shipping costs are non-refundable

7. Refunds

Once we receive and inspect your return:

  • You will receive an email confirmation
  • Your refund will be processed within 5 to 10 business days
  • Refunds are issued to your original payment method

Please note that your bank or payment provider may take additional time to process the refund.

8. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us immediately at helloivorylaneco@gmail.com with:

  • Your order number
  • A description of the issue
  • A photo of the item

We will cover all return shipping costs in these cases and offer you a full refund or replacement at no extra cost.

9. Exchanges

We currently do not offer direct exchanges. If you would like a different size or colour, please return your original item for a refund and place a new order.

10. Your Consumer Rights

If you are based in the UK, you are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which entitle you to a 14-day cooling off period from the date of delivery.

If you are based in the EU, you are protected under the EU Consumer Rights Directive, which also entitles you to a 14-day cooling off period.

Our 30-day return window exceeds these legal minimums as a gesture of goodwill.

11. Contact

For any questions about returns, please contact us at:

helloivorylaneco@gmail.com

We aim to respond to all enquiries within 2 business days.