Returns & Exchange
(To be included with all returns)
If you change your mind for any reason on any full priced item you've purchased from us, you are more than welcome to return your item(s) for a store credit note or a exchange within 14 days. We do not provide refunds.
Free returns for all orders over $100* AUS within 14 days of purchase.
All orders under $100 - postage and handling charges incurred by you and by Ivory & Chain to resend to you will be at your cost.
We request for all returns to be received by our warehouse within 14 days (2 weeks) of your delivery date.
This option is not available for international customers.
Please make sure before applying for a return and or exchange you have meet our exchange policy.
EXTENDED RETURN PERIOD - CHRISTMAS
Any purchase made from 1st of December to 21st of December during our Christmas shopping period have an extended returns & exchange period. Exchange period will be until 31st of January 2019.
Returns & Exchange conditions:
- Returns or exchanges are not permitted on Jewellery, bodysuits, shape-wear & swimwear
- Items must be received in their original condition – unworn, unwashed, with all original tags and labels attached. We reserve the right to reject your return if it has an odor of perfume/deodorant or makeup/tanning marks.
- If your return is not received in its original condition, a credit note will not be issued and your item will be returned to you.
- We do not hold items for exchange while your returned item is being sent back
- We do not accept returns or exchanges on sale items.
- Ivory & Chain does not return for change of mind or incorrect choice based on fit or style or fabric used in garments, how the fabric looked on screen, how you thought it would look or any issue related to screen lighting or otherwise. If you are unsure about a specific item please feel free to contact us and ask any questions about a specific item via our contact page prior to making your purchase.
- Please note any pre-order or order cancellations will result in a store credit. We do not refund for change of mind on pre-orders or orders which have not yet been dispatched. If you order is already in the process of being dispatched we will not be able to cancel it.
Returning for a credit note:
1. Place your item(s) and returns form completed back in the original bag which is resealable. We recommend using a tracked method of postage to return your item(s) to us as we cannot be responsible for lost or stolen parcels that do not reach us.
2. Once we receive your return, you will be issued with a credit note via email to the email address used to place the order, and your credit note will be valid for 12 months from the date of issue. Please note, we are unable to reimburse any shipping costs unless an item is deemed faulty.
Returning for exchange only:
1. Place your item(s) and your completed returns form back in the original bag which is resealable + a PREPAID post bag included for your return. We recommend using a tracked method of postage to return your item(s) to us as we cannot be responsible for lost or stolen parcels that do not reach us.
2. Once we receive your exchange, you will be issued with your exchange of choice given we have a prepaid returns bag and complies with our T&C's.
*In the case; we do not receive a prepaid post bag you will be issued you a credit note only.
- Returns must be returned to the store within 30 days of purchase, any items returned after 30 days of purchase will not be accepted.
- If your return has been accepted, you will be given store credit for the amount that you paid for your garments, excluding the shipping cost.
- You can then order your replacement items with your store credit and cover the cost of shipping with Paypal/credit card through the website.
- Postage must be covered to send the item back to us.
AFTER-PAY / ZIP-PAY / SEZZLE Returns
The same returns policy applies for WEAR NOW, PAY LATER options. Once we receive your return you will be issued with a store credit for the final price of the item/s. The Afterpay, Zippay & Sezzle instalments will continue to be captured until the order has been paid in full. If you have any queries regarding your
Afterpay, Zippay & Sezzle payments or account, please don't hesitate to contact
Afterpay, Zippay & Sezzle. Please note, sale items or items purchased during a promotional period are unable to be returned under any payment option.
Damaged or faulty Returns:
Goods are inspected before packaging to ensure they are in excellent condition. Products are packaged carefully to ensure a minimal chance of damage during transit. If you receive a damaged or defective item please contact Ivory & Chain within 7 days of purchase date to be eligible for an exchange or a refund, we will not accept any returns outside of this time frame, Refund will only be made on damaged or faulty goods subject to Store Manager’s approval. Please email us with a photo firstname.lastname@example.org
Goods must be returned within 7 days of purchase with original receipt
- Does not apply to goods reduced for sales purposes outlined above
- The goods cannot have been worn, washed, used, soiled or damaged by the customer
Every endeavour is made to ensure returns are processed within 1-2 business day of receiving your return. If you have not received your credit note via email within the time frame and your tracking information states that your return has been received by us, please don't hesitate to get in contact with our customer care team email@example.com
Please note, if you return or refund something that you received free shipping for, you will be charged the standard postage rate that applied to your original order. We do not cover the charge for post for cancelled or refunded orders.
PLEASE EMAIL INFO@IVORYANDCHAIN.COM with your order number for returns form!