Refund policy

Returns Policy

We want you to love your purchase. If you're not completely satisfied, you have 14 days from the date of delivery to initiate a return or exchange.

Conditions for Returns:

  • Items must be unworn, unused, and in their original condition, with all tags and packaging intact.

  • Returns are at the customer’s expense—we do not provide return shipping labels.

  • Customers must use a traceable shipping service and provide a valid tracking number to avoid lost parcels, as we are not responsible for returns that do not reach us.

  • Returns that do not meet these conditions will not be accepted and will be sent back at the customer’s cost.

Eligibility for Refunds & Store Credit:

  • Full Price Items – Eligible for a full refund or store credit to the value of the purchase price.

  • Sale Items – Eligible for store credit only.

  • Final Sale Items – Not eligible for refunds or store credit.

  • Promotional Discounts –

    • Full-priced & sale items purchased with a promotional discount: Store credit only.

    • Final sale items purchased with a promotional discount: Not eligible for return.

  • Welcome Code – If applied to a full-price item, it remains eligible for a full refund or store credit. If used on a sale item, the sale return policy applies.

How to Process a Return:

  1. Initiate Your Return – Email us at return@wearivy.com with:

    • Your order number

    • The reason for return

    • A photo of the item (if applicable)

  2. Prepare Your Return – Ensure items are in their original condition and securely packed.

  3. Ship Your Return –

    • Send it via a traceable shipping service and provide us with the tracking number.

    • Address the package to: IVY TRIUM, 62, Jalan 8/91, Taman Shamelin Perkasa, 56100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.

    • Customers are responsible for return shipping costs.

  4. Processing & Refunds –

    • Once received, we will inspect the item and notify you of approval or rejection.

    • Approved refunds will be processed to your original payment method within 7 business days.

    • Store credits (if applicable) will be issued via email and valid for 12 months.

For any questions, please contact our customer service team at hello@wearivy.com