Refund policy
Returns policy
Please note our in store returns policy and online returns policy are different. The below relates to our online returns policy only.
We want you to love your item as much we do, so are happy to offer a full refund or exchange within 14 days of order fulfilment.
Sale Product Returns
Our Returns policy for sale products is an online credit only. This includes discount codes of more than 30% off the original price. Please bare this in mind before purchasing. All full price items bought at the same time will be subject to our normal 14 day for refund returns policy.
During the sale period it can take up to 14 days for your credit note to be processed - you will receive this via email. Any credits issued can only be redeemed online. Please note we don't offer exchanges on sale items.
Please note there are no returns ie (No refund, credit note or exchange will be given) on FINAL sale items.
Processing a Return
It is no problem to make a return to Ivy Lane. When returning by post please login to your customer returns account and make a return request here.
Once approved, you can return your item(s) to:
16A Buttercrane Shopping Centre, Newry, Co. Down, BT35 8HJ
Please note, we cannot process a return if it has not been requested & approved on the customer account. Any returns received without an approval will not be processed and will be returned to the customer at their own expense.
Unsuitable items must be returned in their original condition, unworn with tags on, within 14 days of receipt for a refund. Please note that the 14 days begins from the day it is delivered to the address stated or delivered to store for collection.
Please include your proof of purchase i.e the packing slip included in your order, as our team needs this information to process your return.
We advise you use a tracked, insured service, as you are responsible for the goods until they are received by us.
Returns
Returns can take up to 14 working days to process depending on payment method, unfortunately at this time we do not offer pre-paid returns, the postage cost is the customers own responsibility.
Click & Collect Orders:
These orders are not covered by distance selling as the customer is encouraged to try on the order at the time of collection to ensure it is suitable before leaving. Refunds can be issued if an order doesn't suit only if returned at the time of collection.
After this time, Full price item(s) or items purchased using a one-off promotion or discount code can be returned within 14 days of the date of your order and exchanged to another suitable item, or the value refunded onto a credit note. Partial exchanges will have the remaining balance issued to a credit note.
- After the 14 days, you will be notified and given a further 7 days to collect your order.
- After those 7 days, if your order still hasn’t been collected, it will be refunded and a £10 restocking fee will be deducted from the refund amount.
- If you wish to have your click and collect order posted out, a shipping fee will be applied.
- If you wish to cancel your Click & Collect order after it has been fulfilled, a £10 restocking fee will still be applied.
Please Note:
- Your item must be unused and in the same condition that you received it with tags attached.
- We recommend you return the items via a recorded delivery method. We can’t accept liability for lost of damaged items before they reach us.
- Returns wont be accepted outside our refund/ exchange period.
- Returns are processed within 14 working days, it can take up to 10 working days to process card refunds to your bank account.
- Due to hygiene reasons we can not accept returns on jewellery, hair accessories & fascinators
- We reserve the right not to refund you if you return items to us outside the terms of our policy.
Cancelled Orders by Us
Occasionally due to stock issues we may have to cancel items within your order because we are unable to fulfil them. In this case we will not have charged your card at this point, so the order will be voided and the original card authorisation reversed. This should not result in any charge to your card. Please note that some banks display authorisation requests on cards on their online banking, but this is not a debit from your account.
Cancel an order
If you wish to cancel an order you would need to inform us within 2 hours of placing the order. This can be done by our email info@ivylaneclothing.co.uk. It is not possible to cancel an order through our social media channels. Once an order is fulfilled it is not possible to cancel and would be subject to the returns policy.
In Store Returns
We are happy to offer an exchange or a credit note within 10 days of purchase with a valid receipt, labels attached and in the original condition.
Credit Notes will be valid for 6 months
Jewellery, hair accessories & fascinators are non returnable due to hygiene reasons.
Credit notes cannot be offered on sale or promotional items
If an item is marked Final Sale, this means no returns/exchange.
This does not affect your statutory rights