Return & Refund Policy

Last updated: 10 October 2026

 

At Ivory&Mae, we want you to love your purchase.
If something isn’t quite right, we’re here to help.

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Return Window

You have 14 days from the delivery date to request a return.

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Eligibility & Condition

To qualify for a return, items must be:

• Unworn, unwashed, and unaltered
• Returned with all original tags attached
• Packaged securely in the original packaging
• Accompanied by proof of purchase (order confirmation or receipt)

Items that are returned worn, washed, damaged, or without original packaging/tags may not be accepted.

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How to Start a Return

1. Email info@ivorymae with your order number and the item(s) you wish to return.
2. If approved, we’ll provide detailed return instructions.
3. Items sent back without authorisation may be refused.

Return address:
Oversticht 14, 3813NR, Amersfoort, Netherlands

We recommend using a trackable shipping method for your security.

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Return Shipping Costs

• Our Responsibility:
  If your return is due to our error (wrong item, damaged, or defective product), we cover the return shipping cost.
• Your Responsibility:
  For all other reasons (e.g. change of mind, size/fit issues), return shipping costs are at your expense.

International Returns (Including the United Kingdom)

Return shipments sent from outside the EU (including the United Kingdom) may be subject to import VAT, customs duties, handling or clearance fees when they enter the Netherlands.
These charges are the full responsibility of the customer and are not covered by us.

If a return parcel arrives with unpaid customs or clearance fees, we will refuse the shipment.
The carrier will then return the parcel to the sender automatically.
In such cases, no refund will be issued, as the return has not been successfully delivered to us.

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Damaged or Faulty Items

Please check your order upon arrival and contact us immediately if you receive the wrong, damaged, or defective item.
Email info@ivorymae.com with clear photos and your order number so we can review and resolve the issue promptly.

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What Is Not Considered a Defect

The following are not considered product faults:

• Minor loose threads, raw edges, or slight fabric variations
• Small colour differences due to monitor display or lighting
• Dissatisfaction with style, fit, or personal preference
• Damage caused by wear, washing, or improper care
• Items altered or repaired by the customer

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Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

• Underwear, shapewear, hosiery, and socks (if packaging opened)
• Swimwear without hygiene liners
• Personalised or customised items
• Pierced jewellery
• Gift cards
  

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Refunds

Once your return is received and inspected, we’ll notify you by email.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note:

• Your bank or payment provider may take additional time to post the refund.
• If more than 15 business days have passed since your refund approval, please contact us at info@ivorymae.com

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Legal Notice (UK Orders)

Our return policy complies with applicable UK consumer protection laws.

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Contact Us

For any questions about returns, refunds, or exchanges, please contact us at:
info@ivorymae.com