– Ivy & Madison Charleston

Customer-Focused Return Philosophy

At Ivy & Madison Charleston, we handle every return request personally to ensure that each customer is completely satisfied.
We trust the quality of our collections and want you to truly love what you receive.

For this reason, we always act with fairness, transparency, and reasonableness — values that have guided our brand for over 16 years.

All refunds are issued to the original payment method used at checkout.

How to Request a Return

To start a return, please contact us at:
📧 info@ivyandmadison.com

Please include:

Order number
Item name
Reason for return

Our support team will guide you through every step of the process.

Important: Our logistics center is located in Asia. All returns must be shipped to our return address in Asia. The exact return address will be provided by our support team after your request is approved.

Return Window

We accept returns of eligible items within 30 days from the date of purchase.

A return handling fee may apply and will be paid during the return process.
If this option is not available, we will issue a store credit and deduct the return shipping cost from the refund.

Processing may take 7 to 10 business days from the moment the return arrives at our warehouse.

Return Conditions

Returned items must meet the following conditions:

Unworn, unwashed, and undamaged
In original sealed packaging
No signs of wear or use

Items that do not meet these conditions may be refused.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

Reference: Tracked international shipments to Asia typically range between
$15 – $35 USD, depending on the carrier and service selected.
(These prices are indicative; each courier applies its own rates.)

Refunds

Refunds are issued for the product value only.
Shipping fees — including express or international shipping — are non-refundable.

Exchanges

At Ivy & Madison Charleston, we are happy to assist with exchanges.

Because returning products internationally can be slow and costly, we offer a faster alternative in some cases:

✔️ We may ship a replacement item without waiting for the physical return to arrive
✔️ This method is faster, more sustainable, and reduces transport emissions

Replacement delivery may take up to 12 days.

Bundle & Set Orders

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

Non-Refundable Items — Closure Sale / Final Sale

As part of our Closure Sale, certain discounted products are considered Final Sale.

The following items are not eligible for return or refund:

Items with special closure discounts
Products marked as Final Sale or Closure Sale
Automatic promotions or specific discount codes

However, depending on the situation, we may offer an exchange as a courtesy.

Self-Service Returns

If your order is eligible, you may use our self-service return system:

Enter your order number and postal code
Select the return reason
Choose refund or exchange

Once approved:

You will pay the return shipping fee
You will receive your return label by email

For international returns, we cannot provide prepaid labels.
All shipments must be sent via courier using DDP (Delivered Duty Paid) service.

For exchanges, we will issue a gift card once tracking shows movement, allowing you to place a new order immediately.

Customs Delays

If your return is held by customs, this is usually due to documentation or inspection procedures.
Ivy & Madison Charleston cannot issue refunds until the item has been received and released by customs.