Refund Policy
Return & Refund Policy – Ivy & Cole Charleston
At Ivy & Cole Charleston, we are committed to providing every customer with excellent service and a pleasant shopping experience.
Our return and refund policy has been carefully designed to ensure your satisfaction while maintaining fairness and transparency.
Please review the following guidelines before requesting a return or refund.
Order Cancellations
Orders may be canceled within 1 hour of purchase. After that time, we cannot guarantee cancellation due to our automated fulfillment process.
If you wish to cancel, please contact us immediately at info@ivycolecharleston.com.
If your order has already shipped, it can no longer be canceled, but you may return it once received for a refund. Always include your order number in your email.
Returns
We currently do not offer free returns. Return shipping costs are the responsibility of the customer.
Can I return my order?
Yes. Items purchased from Ivy & Cole Charleston may be returned within 30 days of delivery, provided that the following conditions are met:
- The item has not been used or worn
- The item is returned in its original condition and packaging
- The item has not been damaged by the customer
- For hygiene reasons, intimate apparel and undergarments cannot be returned
- All returns must include a tracking number (Track & Trace)
- Return shipping costs are always paid by the customer, regardless of location
- The return must be pre-approved by our customer service team
If these conditions are not met, the return may be refused.
If you receive a damaged product, please take a clear photo immediately upon arrival to verify that the damage was not caused after delivery.
We reserve the right to deny a return if we believe the product has been used or damaged beyond our responsibility.
Easy 3-Step Return Process
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Contact Us
Email info@ivycolecharleston.com to request a return. Include the following information:
- Order number
- Reason for the return
- Photo evidence if the product is damaged
Also include your full name and address. We will provide you with the correct return address.
Do not send the package to the sender’s address.
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Ship Your Package
Send the package to the address provided, including your return form and tracking number. You are responsible for return shipping. Items must be shipped back within 14 days after requesting the return.
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Refund Processing
Once your return is received and inspected, we’ll issue your refund using the original payment method within 14 days.
Note: Return shipping costs are not covered by Ivy & Cole Charleston, as we offer free shipping on original orders and operate under a sustainable logistics model. Our warehouse is located internationally, so return costs may vary. Please contact customer service if you need assistance finding the best shipping option.
Right of Withdrawal
You have the right to withdraw from your purchase within 30 days of receiving your order, provided you are purchasing as a private consumer (not for commercial use).
Since our system is fully automated, orders are processed immediately and cannot be stopped once placed. However, you can still return the product after it arrives.
To exercise your right of withdrawal, please send a clear email to info@ivycolecharleston.com.
Your withdrawal is complete once the product has been received back at our facility. Return shipping costs are the customer’s responsibility.
If an order is already in transit, it cannot be canceled. Please wait for delivery and then initiate a return.
To speed up processing, please send us your return tracking confirmation once available.
Consequences of Withdrawal
If you exercise your right of withdrawal, we will refund all payments received, excluding shipping costs, within 14 days of receiving your returned items. Refunds will be processed through the same payment method used for your purchase.
All returns are paid by the customer and must be sent to our central warehouse.
Before shipping any return, you must first email info@ivycolecharleston.com to confirm eligibility.
Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive an incorrect or damaged item, contact us immediately so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain products cannot be returned, such as:
- Personalized or custom-made items
- Personal care products
- Hazardous materials (flammable liquids or gases)
- Sale items and gift cards
Exchanges
You may request an exchange for a different size or color. Exchanges are free, but shipping costs for the replacement item (approx. $20) apply.
You do not need to return the first item, making the process faster.
Contact info@ivycolecharleston.com to begin an exchange.
Refunds
After your return has been received and approved, your refund will be issued using your original payment method. Please allow up to 2 weeks for banks or credit card issuers to process the transaction.
Unclaimed Packages
Unclaimed or undelivered packages may incur additional fees. Returned items that are not picked up cannot be reused, and return shipping costs will be deducted from your refund. In such cases, the full order amount will not be refunded.
For all return or refund inquiries, please contact: info@ivycolecharleston.com