Refund policy

Refund & Return Policy

At Ivy® Official, we want you to love what you ordered. If something isn't right, we're here to help.

Return window We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return To start a return, contact us at support@ivyofficial.store or log in to your account at https://account.ivyofficial.store. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exchanges The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions / non-returnable items Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases. Final sale items and gift cards are also non-returnable. Please get in touch if you have questions about your specific item.

EU right of withdrawal If you are based in the European Union, you have the right to withdraw from your order within 30 days of receiving the last item, without giving any reason. To exercise this right, submit a request via your account at https://account.ivyofficial.store. You must return the goods within 14 days of notifying us.

We will refund the full order amount, including standard outbound shipping costs, within 14 days of receiving your return or proof of return shipment. Return shipping costs are the responsibility of the customer. We reserve the right to deduct an amount reflecting any diminished value if goods have been handled beyond what is necessary to establish their nature and functioning.

The right of withdrawal does not apply to final sale items, which are clearly marked as such at the time of purchase.

Refunds Once we've received and inspected your return, we'll notify you of the outcome. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund. If more than 15 business days have passed since approval, contact us at support@ivyofficial.store.

Questions? We're always happy to help — reach out at support@ivyofficial.store.