Return and refund policy

In Australia, consumer rights for online orders are governed by the Australian Consumer Law (ACL). Here’s what applies when a customer mistakenly orders from the wrong company and wants to return the product:

Consumer Rights (Buyer)

1. No automatic right to return for change of mind

    • The ACL does not require businesses to accept returns simply because the customer ordered from the wrong company or changed their mind.
    • Businesses can set their own return policy for change-of-mind returns, but they are not legally required to accept them.

2.Right to a refund/replacement applies only if:

    • The item is faulty, damaged, or unsafe.
    • The item is not as described (e.g., wrong color, size, misleading images).

1.1. Change of Mind & Incorrect Orders

  • We do not accept returns if a customer orders the wrong product, purchases from the wrong store, or changes their mind after receiving the item.
  • Please review your order carefully before completing your purchase.

2.1. Returns Eligibility

We only accept returns if:

  • The item is faulty, defective, or damaged upon arrival.
  • The item does not match the description provided on our website.
  • You have contacted us within 14 days of receiving the order.

3. Non-Returnable Items

The following items cannot be returned:

  • Items that were purchased incorrectly (e.g., ordered from the wrong store).
  • Items that have been used, worn, or altered.
  • Items without original packaging and tags (if applicable)

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To process any return or refund, we require clear photographic evidence of the issue. This helps us understand what went wrong and ensure a smooth resolution. Please include images that clearly show:

  • The defect or damage to the item (if applicable).
  • The full item in its original condition (for verification).
  • Any packaging (if relevant).

Kindly attach these photos when you contact our customer service team about your return or refund request. Failure to provide photographic evidence may result in delays or denial of your request. This policy ensures the integrity of our return and refund process.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

We want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.

At Ivory-Sydney, we aim to handle all returns and refunds fairly and efficiently. In cases where an item is reported as faulty, defective, or not as described, we reserve the right to determine the most appropriate resolution. This may include, but is not limited to:

  • Approving a return for a replacement or refund.
  • Requesting the item to be disposed of or rendered unusable (e.g., cutting the item and providing photo evidence).
  • Declining the return if the claim is found to be inaccurate or misleading.

Our goal is to ensure a balanced outcome that prevents misuse of our returns process while respecting genuine customer concerns. Each case will be reviewed individually, and the final decision rests with our customer service team.

By purchasing from Ivory-Sydney, you acknowledge and agree to this policy.

 

Eligibility for Returns

You may return your order within 14 days of receipt. Please note that return shipping costs are the responsibility of the customer and are NOT REFUNDABLE. Our warehouse is based in Asia, so shipping costs may vary and typically range between AUD 25 and AUD 50.

To ensure a smooth process, we recommend using a shipping method with Track & Trace, as we cannot assume responsibility for lost or untraceable returns.

How to Return Your Order

Follow these three simple steps to complete your return:

Step 1: Contact Us

Email us at hello@ivory-sydney.com with your order number and the reason for your return. Our team will provide you with detailed instructions for the next steps.

Step 2: Ship Your Return

Once you receive return instructions, send your package to the address provided. To safeguard your return, please use a shipping service that offers a Track & Trace option. As the sender, you are responsible for ensuring the safe and timely arrival of your package.

Step 3: Receive Your Refund

After we receive your return in its original condition, we will process your refund within 14 business days. The refunded amount will be credited back to your bank account.

If you have any questions or need further assistance, please don’t hesitate to reach out to our customer support team.

 

Damages and issues

Please inspect your order upon reception and contact us immediately (within 24 hours of receipt) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In order to be as transparent as possible with our customers, we also expect a visual documentation of the defective items.


Non-Returnable Items

For hygiene and safety reasons, certain items are not eligible for return or refund. These include, but are not limited to:

  • Underwear
  • Bikinis
  • Swimwear (bottoms or sets)
  • Lingerie

This policy ensures that all customers receive products that meet the highest hygiene standards.

We kindly ask customers to consider this policy carefully before making a purchase. If you have any questions regarding product eligibility or require assistance prior to purchasing, please contact our customer support team at hello@ivory-sydney.com

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ivory-sydney.com.

Incorrect Address

At ivory-sydney, we strive to provide a seamless shopping experience for our customers. To ensure timely and accurate delivery, it is imperative that customers provide the correct shipping address at the time of placing an order. If a customer discovers they have provided an incorrect shipping address, it is their responsibility to notify us within 24 hours of placing the order. After this timeframe, we cannot guarantee that the shipping address can be amended. In the event that a customer fails to provide the correct address within the specified 24-hour window, ivory-sydney will not be held responsible for any delivery issues and the customer will not be refunded. Should the customer still wish to receive the product(s), a reshipment can be arranged at the customer's expense. Please note that reshipment costs may include shipping fees and any additional charges incurred in the process.

 

Cancellation Policy

We understand that sometimes you may reconsider your purchase. If you change your mind, you have an 3-hour window from the time of placing your order to contact us and request a cancellation. After this time frame, we cannot guarantee cancellations as our processes are automated, and the order proceeds directly to dispatch. Please note that this policy applies to the following payments methods: PayPal, Credit Card.

Please note that all purchases are considered final after the 3-hour window. Refund or Return requests will not be accepted for orders that have been placed but not yet delivered. Refunds may only be requested after successful delivery and must comply with the terms outlined in our return policy.

For any questions or assistance, contact us at hello@ivory-sydney.com.

Important Notes:

  • To be eligible for a refund or exchange, the returned product must be in its original condition with all labels and tags attached. The product should show no signs of use.
  • We reserve the right to refuse returns if we believe the items have been used or damaged beyond our control.
  • All returns are sent to our central warehouse in Asia at the customer’s expense.
  • If you have any questions or need further assistance, feel free to contact us at hello@ivory-sydney.com.