Refund policy

At Ivy & Isaac, customer satisfaction is very important to us. We want you to feel confident when shopping on our website. If for any reason you are not completely satisfied with your purchase, we offer a straightforward return and refund process.

This policy explains how returns, exchanges, and refunds are handled for orders placed through https://ivyisaac.com

Return Window

Customers may request a return within 30 days from the date of delivery.

Unfortunately, we are unable to process returns or refunds for requests made after 30 days.

We recommend inspecting all items promptly upon delivery to ensure they meet your expectations.

Product Condition Requirements

To be eligible for a return, items must meet the following conditions:

  • Must be unused, unwashed and in original, new condition
  • Must be returned in original packaging with all tags attached
  • Must include all accessories, manuals, and documentation
  • Must not show any signs of wear, washing, damage, or modification
  • The receipt or proof of purchase

Returns that do not meet these criteria may be rejected. Buyers must provide a valid return reason and clear supporting evidence when registering a return.

Customs-related delays are beyond our control and are not valid grounds for a return. Bundled items must be returned in full and cannot be returned individually.

All returned items are inspected within 5–7 days of receipt, and customers will be notified of the outcome via email.

Defective or Damaged Products

If you receive a damaged, defective, or incorrect item, please contact our support team within 48 hours of delivery.

When reaching out, include:

  • Your order number
  • A detailed description of the issue
  • Clear photos of the product and packaging

After verification, we will arrange a replacement, exchange, or refund as appropriate.

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.

Return Method

All returns must be sent via mail.

Once your return request is approved, we will provide detailed return instructions.

Return Shipping Fees

Return shipping is the responsibility of the customer. Customers must arrange and pay for their own return shipping label. For international returns, any customs duties, import taxes or related charges are the responsibility of the sender. We recommend using a tracked shipping method and retaining proof of shipment until your return has been processed. Please note that original shipping charges, duties, taxes, and any additional fees are non-refundable.

Return Address

All returns must be authorized in advance by contacting Ivy & Isaac via email. Return details will be provided upon approval, and items must be sent to our designated warehouse. Unauthorized returns—sent without prior contact—will not be accepted or processed.

Restocking Fees

Restocking Fee: None

We do not charge any restocking fees.

Refund Process

Once your returned item is received, it will be inspected to ensure it meets our return requirements.

If approved, your refund will be issued to the original payment method.

  • Refunds are typically processed within 7 business days after approval
  • Depending on your bank or payment provider, it may take additional time for the funds to appear in your account
  • If more than 15 business days have passed since we’ve approved your return, please contact us at info@ivyisaac.com

Non-Returnable Situations

Returns may be declined under the following circumstances:

  • The item has been used, damaged, or altered
  • The return request is submitted after 30 days
  • The product is returned without original packaging or components
  • The item is returned without prior authorization
  • Certain items for hygiene reasons, including but not limited to lingerie, bikinis, swimwear, and underwear. These items are final sale and cannot be returned or exchanged.
  • Perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

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

Order Cancellation

To cancel an order, please contact us as soon as possible.

Orders can only be canceled before they are processed or shipped. Once shipped, the order must follow the standard return procedure.

Contact Information

Store name: Ivy & Isaac

Business name: OmniGlobe

E-mail address: info@ivyisaac.com

Phone number: +1 929 570 3340

Business address: Verdunplein 17 box C1198, 5627 SZ, Eindhoven, NL

Monday to Friday | 09:00 AM – 18:00 PM (EST)

Weekends | Closed

We aim to respond to your inquiries within 24 hours.