Returns & Refund Policy

At Ivy & Madison, your satisfaction matters to us. We review every return request personally and want you to love what you receive. This policy explains exactly how returns, refunds, and exchanges work.

Return Window

You may request a return within 30 days of the delivery date.

Return Conditions

To be eligible, items must be:

• Unworn, unwashed, and undamaged
• In their original, unused condition with all tags attached
• In their original packaging

Items returned in a condition that does not meet these requirements may be refused.

Non-Returnable Items

Certain items cannot be returned or refunded, including:

• Items that have been used, worn, washed, or altered from their original condition
• Items returned without their original packaging, tags, or labels
• Hygiene-sensitive products such as underwear, lingerie, and swimwear, for health and safety reasons

This does not affect your statutory rights in respect of faulty or misdescribed items. Where a return isn't possible, we'll always do our best to support you — and in many cases we can still offer an exchange.

How to Request a Return

To start a return, email info@ivyandmadison.com with:

• Your order number
• The item name(s)
• The reason for the return

Our support team will reply with return instructions and the return address. Please wait for approval and the address before shipping anything back.

Return Shipping

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit.

Restocking / Handling Fee

At Ivy & Madison we do not charge a restocking / handling fee

Refunds

• Approved refunds are issued to the original payment method used at checkout.
• Refunds are processed within 7 business days of our receiving and inspecting your return. Depending on your bank, it may take a few additional days for funds to appear.
• Original shipping charges (where applicable) are non-refundable.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, email info@ivyandmadison.com within 30 days of delivery with a photo of the issue. We will make it right at no additional cost to you, including covering return shipping in these cases.

Exchanges

We're happy to help with exchanges. Because international returns can be slow, in some cases we may ship a replacement before your original item arrives back to us. Replacement delivery may take up to 12 business days. For exchanges, a gift card may be issued once your return tracking shows movement, so you can reorder right away.

Bundles & Sets

Items sold as part of a set or bundle must be returned in full. Partial returns of bundle orders cannot be accepted.

International Returns & Customs

For international returns, prepaid labels cannot be provided; shipments should be sent via a tracked courier service. If a return is held by customs, refunds cannot be issued until the item has cleared customs and been received. Any customs duties or taxes on a return are the customer's responsibility.

Contact

Ivy & Madison
Website: https://ivyandmadison.com
Email: info@ivyandmadison.com

Our Information