Return and Exchange Policy
What items are eligible to be returned?
Please note that certain restrictions/limitations are in place surrounding the eligibility of product returns. All of the following are considered "final sale" and ineligible for return:
-Items purchased at a 30% or more discount. (This includes BOGO items.)
-Items that received 30% or more "credit/cash back" on the app.
-Any items purchased with store credit issued in conjunction, or as a result, of sponsored contests or giveaway winnings/earnings
-All items marked "(Sale)" or "Final Sale" (This includes all items that are listed/purchased from our sale page.)
-All grab bag item(s), or Mystery Items
-Items marked as "Door Buster", "Deal of the Day", or "Market Deal"
-Bralettes and Sport Bras
-Bath Bombs, Makeup, or Spa Items
-Items for your head (hats, beanies, headbands etc)
-Food or Perishable Items
-Items purchased in our "Dings or Dents" sales
-If you send back an item that does not qualify for a return then you will be responsible to email and pay a return shipping charge of $5. We will hold non-returnable merchandise for 14 days. After 14 days the items will be donated to charity.
What if I need to return an eligible item I purchased?
First and foremost we want our customers to be happy! In the event you should find yourself in need of returning an eligible item, please review the following very carefully:
-In an effort to keep our prices as low and competitive as possible, all qualified returns will be issued store credit (in the form of a gift card) only.
-Returned merchandise cannot be worn, washed, stained, damaged or altered in any fashion. All hang tags must be intact (if the item came with one), and attached in their original form.
-Items that appear worn, or that have stains, smell of cigarette smoke, deodorant, dog hair or odors, etc will not be accepted. If an item has been worn once it will not qualify for a return.
-All eligible items for return are required to be securely and neatly packaged, must be postmarked with tracking, and shipped within 10 days of original parcel receipt. No exceptions.
-Shipping charges are non-refundable, and the cost incurred for return shipment is the responsibility of the sender.
-Shoes must be shipped in original shoebox and a poly mailer, or second box . Shoes shipped in original box with no other box or poly mailer will not be accepted.
-If, for any reason, all of the above criteria are not met when attempting to submit a return, we reserve the right to reject and/or refuse any item according to our discretion.
-Upon receipt and approval, return processing takes up to 5 business days to complete. You will receive an email to the email address we have on hand with the information about how to redeem your store credit. We cannot send your gift card to a different email address than the one you used when placing your order.
-If your order included a "Free Gift" and you return clothing dropping you under the threshold for the free gift, the price of the free gift will be deducted from your gift card amount (unless free gift is returned.)
Do NOT attempt to return any items if the above criteria is not matched, for our returns department will not accept it.
We also suggest getting tracking for the package as we are not responsible for any lost in transit packages.
Packages lost or stolen during transit are unfortunately out of our control and therefore, we cannot refund or replace items that do not make it to us. We apologize for the inconvenience this may cause, and encourage you to get a tracking number from USPS, UPS or FedEx when you ship your item.
IMPORTANT: If you return more than five (5) orders, a 15% restocking fee will be deducted from the gift card/credit amount on the 6+ return. The 15% restocking fee will continue to apply to all returns from that point on. We do our best to help you decide the size you need before ordering so please let us know if you have any questions at all before ordering. Before ordering multiple sizes of one item, please ask us so we can help you with the fit!
Do I need to include anything when I return an item?
Please include the original invoice that was in the package when you received your order. Please circle the items you are returning, and write the reason for return on the invoice.
What happens if an item I receive arrives damaged or incorrect?
We are diligent in wrapping each order personally so it reaches you safely. However, if you suspect an item has arrived to you in damaged condition, please email a clear image of the product in question to firstname.lastname@example.org within 24 hours of delivery receipt. Please note that the actual time of delivery will be checked and verified through our carrier's tracking system. Damages caused by removing hang tags will not be accepted. Please use scissors to remove all tags. We recommend NOT using scissors to open your packages as items that are accidentally cut will not be refunded or exchanged.
What if I want to exchange something?
We do not offer traditional exchanges. Any items that are sent back are processed as returns. (Please read above to see how those work.) We encourage you to purchase the item you want in the correct size, THEN send in the one that did not work for store credit. (You are more than welcome to send in any items that do not fit, wait for your store credit, and then purchase the correct size with your store credit, but please be aware that many of our items sell our quickly, so there is a chance your correct size will be gone before we receive and process your return.)
Can I change or cancel my order after it is submitted?
We are sorry, but unfortunately not. Once orders have been electronically confirmed in our system, it is impossible to modify them, so please double check the contents of your shopping cart for accuracy prior to completing your purchase. If you forget to put in a coupon code we cannot fix it after the order is placed. If for some reason we are are able to cancel an order, store credit only will be issued.
What if I paid with Sezzle and need to return something?
We love that our customers are taking advantage of using Sezzle to pay for their orders! Keep in mind that if you return something before you are finished with your payments, you are still responsible for the remainder of your payments. (If you mail us a return we will issue you store credit as normal, but the remaining payments for the item(s) will still be debited from your account as planned.)
-->> Mail any returns to:
Returns without the original invoice will not be accepted.
If you have any questions, please email us at Support@IvoryGem.com.