Customer Care
Returns & Refunds
We want you to love every piece. If something isn't right, we're here to help.
Overview
Our return policy
We accept returns within 14 days of the delivery date. Items must be unworn, unwashed, and in their original condition with all tags, boxes, and dustbags attached. All returns are subject to inspection before a refund is approved.
Please note that return shipping costs are covered by Elara Ivy Co. only in the case of a damaged or incorrect item. For change-of-mind returns, the customer is responsible for the cost of return shipping.
Returns must be shipped using UPS, FedEx, or DHL only. Returns sent via regular postal services will not be accepted and will be declined without refund.
Eligibility
What can be returned
Eligible for return
- Unworn clothing with all original tags attached
- Unworn footwear in original box
- Unused accessories in original packaging
- Items in perfect original condition with dustbag where applicable
- Damaged or incorrectly shipped items (free return shipping)
Not eligible for return
- Worn, washed, or altered items
- Swimwear and lingerie (hygiene policy)
- Pierced jewellery
- Items marked as final sale
- Pre-owned or preloved items
- Items without original tags, box, or packaging
- Returns shipped after the 14-day window
- Returns sent via regular postal services
Process
How to return an item
Submit a return request
Email shop@elaraivyco.com within 14 days of receiving your order. Include your order number and reason for return. We will respond within 1–2 business days with your return authorisation and instructions.
Package your return
Securely pack the item in its original packaging with all tags, boxes, and dustbags included. Include your order number inside the package. Items must be in perfect original condition — used or worn items will not be refunded.
Ship via UPS, FedEx, or DHL
Ship your return using UPS, FedEx, or DHL only — returns sent via regular postal services will be declined. For damaged or incorrect items, a prepaid return label will be provided. For change-of-mind returns, you are responsible for the return shipping cost. Keep your tracking receipt.
Receive your refund
Once we receive and inspect your return, your refund will be processed within 5 business days to your original payment method. You will receive a confirmation email once your refund has been approved.
Exchanges
Need a different size or colour?
We process exchanges as a return and new order. To exchange an item, place a new order for the size or colour you need, then submit a return request for your original item. This guarantees your new size is reserved and ensures the fastest processing time.
If you have concerns about availability before returning, please contact us and we will do our best to assist.
Damaged or incorrect items
Something not right?
If you receive a damaged or incorrect item, please contact us at shop@elaraivyco.com immediately with your order number and photos of the issue. We will arrange a free return and full refund or replacement as quickly as possible.
Please note that a return label for damaged or incorrect items will only be provided after we have confirmed the issue. Do not ship the item back before receiving your return authorisation.
Questions?
We're here to help
Our team is happy to assist with any questions about your return or refund. Please have your order number ready when you reach out.
Contact us