Returns & Refunds

Order Processing

Each order is carefully prepared and packed before shipping. Orders are typically processed within three (3) business days after your order is placed.

Processing times may be slightly longer during holidays, sales, or periods of higher order volume.

If something is not right with your order, please write to us and we will make it right.

Shipping & Delivery

Delivery times vary by destination and carrier. Tracking information will be provided when your order ships.

At this time, The Ivy Keep ships only within the United States.

Delivery times are estimates and may vary depending on the carrier, destination, weather, holidays, or other circumstances. Processing and delivery times are separate; delivery time begins once your order has shipped.

Order Tracking

Once your order has shipped, you will receive an email with tracking information.

Please allow some time for the carrier's tracking system to update after your tracking number has been issued.

Cancellations

Orders may be cancelled any time before they ship. Sign in to your account, open the order, and choose “Cancel this order.” Once the cancellation is approved, the full amount will be refunded to your original payment method.

Returns

Unused objects in their original condition may be returned within 10 days of delivery.

To begin a return, sign in to your account, open the order, and start a return. We will review your request and reply with return instructions. Please do not send an item back before receiving those instructions.

Unless an item arrived damaged or defective, or the wrong item was sent, return shipping costs are the responsibility of the customer.

Non-Returnable Items (Final Sale)

Items purchased on sale or at a discount are final sale and are not eligible for return or refund.

If you're unsure whether an object is eligible for return, please contact us before sending it back.

Damaged, Defective, or Incorrect Items

Every order is carefully checked and packed before shipping. If an item arrives damaged or defective, or if you receive an incorrect item, please contact us within 48 hours of delivery.

Please include photographs of the item and, when applicable, its packaging. This helps us review what happened and determine the appropriate solution.

Each situation is reviewed individually, and The Ivy Keep will work with you to find an appropriate solution.

Exchanges

The Ivy Keep does not currently offer direct exchanges.

Refunds

Once your returned item has been received, we will inspect its condition and let you know the status of your refund.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank, credit card issuer, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us.