RETURNS
What is your Returns Policy?
We hope you will be completely satisfied with your order. However, you can return any unwanted items within 14 days from the date you recieve your parcel for a full refund. You will need to pay for the return postage at your own cost, and obtain proof of postage.
Items must be un-used and in new condition with all labels, hygiene strips and swing tags attached. We aim to process returns as soon as possible, however please allow up to 14 days during peak periods.
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Please take care when trying items on. If an item is returned to us in not new condition; damaged, marked, no hygene stickers on, with odours or with tags no longer attached, we will not be able to process a refund. In this case we will offer to return the item to you and ask you to cover the costs of delivery. If we don’t hear back from you within 14 days, the goods will be destroyed.
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If you return an item that was not purchased from us, we’ll do our best to contact you from the details provided in the parcel. We’re happy to send these back to you but you would be required to pay a redirection fee to cover the cost. If we don’t hear back from you within 14 days, the goods will be destroyed.
How do I return an item?
Please email us via the contact form to proccess a return. Please state WHICH items you are returning and the reason WHY. Email: mail@ivoryone.co.uk and we will email you a return form. Please make sure your email and order number is included in your return package so we can clearly indicate who the return is from.
If your order was supplied in a box there is no need to return this. The bag your order was delivered in has a re useable seal for returns. If you damaged this opening your package you will be required to send your item back in a weather proof bag at your own cost.
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RETURN BY POST
For UK orders simply put the item(s) for return back in the bag with your return note and seal the bag securely.
Return your items to our return address from your nearest Post Office. You will need to pay the postage costs and obtain proof of postage.
(Our return address will be emailed to you when you enquire about you return - email listed above)
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Please be aware that you are responsible for the item(s) until they are received by us. As such, please ensure that they are securely packaged. We advise you make a note of your tracking number and obtain a proof of postage reciept from the post office, so you will be able to track your return
​ Once it's received back, we'll process it as soon as we can and aim to have this done within a week. We'll send you an email to confirm once we have processed your refund.
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Returns from Outside the UK
All returns should be clearly marked "Return of Goods". to avoid any unnecessary customs or taxes (which remain your responsibility).
Returns from outside the UK are only accepted under international commercial terms (incoterms) of Delivered Duty Paid (DPP), which means you must pay all shipping, taxes and duties of returning the items to us.
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How long will it take for my refund to be processed?
Once it's received back, we'll process it as soon as we can and aim to have this done within a week but please allow two weeks at peak times. We'll send you an email to confirm once we have processed your refund.
Can I exchange items?
Due to limited stock we do not offer exchanges at the moment. You will need to simply return your item and then re purchase the other size you require.
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I don't have a returns note, what should I do?
No returns form? No problem; simply include a note with your name, order number and reason for returning inside the package. Your order number can be found on your order confirmation and shipping confirmation emails.
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I think my item is faulty, what should I do?
If your product has a fault please contact us withing 14 days of purchase to let us know about the issue and we’ll look to replace or refund it. Please attach images to enable us to deal with your query quickly.
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