Return Policy
At Ivy Toronto, we aim to ensure every customer is completely satisfied with their purchase.
However, if you are not fully happy with your order, you may be eligible to request a return under the terms outlined below.
Please read this policy carefully before initiating a return.
Conditions for Returns
To qualify for a return, please make sure that:
-
You may only request a return after physically receiving the item.
-
Return shipping costs are entirely the responsibility of the customer, including any international shipping fees and customs duties.
-
Items must be unused, unwashed, undamaged, and in their original condition with all tags, labels, and packaging intact.
-
Trying on an item for fit is allowed; however, wearing an item beyond fitting is strictly prohibited.
-
Returns of items ordered in multiple sizes with the intention to keep only one are not permitted.
-
Personalized or hygiene-sensitive items (such as jewelry, undergarments, or swimwear) are not eligible for return unless defective.
Return Process
To initiate a return, please follow these steps carefully:
-
Contact us via info@ivy-toronto.com within 14 days of receiving your order to request a return.
-
Our customer service team will provide you with the return address of our supplier’s facility in China.
-
Ship the item(s) back at your own expense, including any customs duties, taxes, or international postage fees.
-
We strongly recommend using a tracked shipping method and keeping the proof of postage until your return is confirmed.
Please note that unauthorized returns (returns not registered via email) will not be processed or refunded.
Refunds
Once your return is received and inspected at the supplier’s facility, we will notify you via email.
If your return is approved, your refund will be processed within 14 business days to your original payment method.
Please note:
-
Shipping costs are non-refundable.
-
Refunds may take additional time depending on your payment provider or bank.
Liability and Responsibility
-
Ivy Toronto is not responsible for packages lost during return transit. If tracking information confirms delivery to the provided address, the item will be considered successfully returned.
-
Providing an incorrect or incomplete address is the responsibility of the customer.
-
Address corrections must be reported within 24 hours after placing your order.
-
Returns damaged due to improper packaging or handling during shipping cannot be refunded.
Exceptions and Defective Products
If you receive a defective, incorrect, or damaged item, please contact us immediately at info@ivy-toronto.com with photos and a detailed description.
We will review your claim and, if approved, provide a replacement or full refund at no additional cost to you.
Contact Information
For all questions or requests regarding returns, please reach out to us at:
Company Name: Ivy Toronto
Email: info@ivy-toronto.com