Refund policy

Return and refund policy

At Ivy & Shaw, we strive to ensure customer satisfaction. However, if you are not completely satisfied with your purchase, you may return your item under the conditions outlined below. Please read this policy carefully, as acceptance of these terms is binding upon purchase.

Return of goods:

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery (please include tracking number). Upon receipt of the goods, the purchase price will be refunded. All returns must be registered via our customer service.

I have received a faulty item:

If you have received a faulty item, please contact our support team immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged on delivery, please take a photo and send it directly to our customer service team. All claims for damaged parcels must be made within 7 days of the delivery date. We cannot issue a refund, credit note or replacement without proof of damage from a member of our support team.

I have received the wrong item:

In the unlikely event that you have received the wrong item, please contact our support team immediately and provide us with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you did receive
  • A photo of the item you received

Exchange:

Unfortunately, you cannot exchange items with us. If you wish to do so, we recommend that you return the product to us and then order the correct product from us.

For faulty products:

If the product is faulty, has been damaged in transit or is otherwise defective, there is no return charge.

If I want to return the item(s):

If the customer has purchased the wrong product, does not fit or no longer wants it, the customer is responsible for the actual cost of return shipping and the return receipt.

Return address

All return goods must be shipped to:

Company name: Wu Xi
Street adress: Building 4, 4th floor,58 Baiye Road
Zip code: 523000
Province: Guangdong
State: Dongguan
Country: China

Please don’t hesitate to always reach out to our customer support as well: support@ivyandshaw.co.uk