Ordering, Returns & Refunds
Ordering:
When placing an order we will send you an acknowledgement by email. This will list the product(s) you have ordered, delivery method and cost. All orders will be thoroughly inspected and securely packaged before posting.
Please ensure you inspect your order on receipt and contact us immediately if there are any issues, providing as much information as possible, within the 14-day return policy – email: ivymaycreations@gmail.com
Personalised items:
When requesting an item to be personalised, please double-check your order and your acknowledgement email carefully to ensure all details/spellings etc., are correct.
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If an order is cancelled after we have started the design work for your custom order, we are unfortunately unable to offer a refund.
The design stage usually starts the following day. Cancellation of your personalised order must be made within 24 hours of ordering to be eligible for a refund.
We cannot refund or replace items where the personalisation has been mis-typed or mis-spelt due to an error made by the Buyer.
All order personalisation will be processed exactly as the details provided by the Buyer.
Returns:
We have a 14-day return policy for UNPERSONALISED items. This means you have 14 days after receiving your item to request a return.
Items returned after this will not be accepted. To be eligible for a return the item must be in the same, new condition you received it in, along with the receipt or proof of purchase.
To start a return, please contact us in the first instance at ivymaycreations@gmail.com.
When returning any items must be packaged securely.
Buyers are responsible for return shipping costs, ensuring items will arrive within the 14-day return period.
We advise using a tracked service and Buyers should retain proof of return as we cannot accept responsibility for returns that are lost or damaged in the post.
On receipt of your return, we will send a confirmation to the email you provided at the time of ordering.
Sale items, jewellery and custom products such as personalised items, cannot be returned.
Ivy May Creations reserves the right to reject items returned after the return period or which are not in original condition and do not meet our conditions detailed herein.
Refunds:
We will notify you by email once we have received and inspected your return to let you know if the refund was approved.
Items must be returned within 14 days to be eligible for a refund.
If approved you will be refunded on your original payment method within 10 working days. Please note, bank and credit card companies may take some time to process and post your refund.
All personalised products, jewellery and sale items are non-refundable.
Items must be returned by a tracked delivery method. Ivy May Creations cannot accept responsibility for any items lost or damaged in the post and may reject your refund.
We aim to process all refunds within 2 working days (48hrs) of receiving your item.
if an item is received over the weekend/national/bank holidays, refunds will be processed on the next working day.
Further Information:
Whilst we use all reasonable means to ensure that your order is delivered within a specified timeframe, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay via email using the details provided when placing your order.
We are unable to change your delivery address once an order has been dispatched.
Please ensure you allow an extra working day for deliveries over UK bank holidays.
All deliveries are calculated in working days. We do not dispatch orders on national/bank holidays/weekends.
If you have any questions regarding an order place with Ivy May Creations or about returns and refunds, please contact us at ivymaycreations@gmail.com