Refund policy

At Ivy & Onyx, every product is intentionally sourced from boutique and artisan suppliers who share our commitment to quality and craftsmanship. Each piece is handled with care to ensure your experience reflects the same mindfulness with which it was made.

Because of the small-batch nature of our products, return and exchange eligibility may vary by brand or supplier. Please review the details below for guidance.

Returns

We accept returns for most new, unopened items within 14 days of delivery.
To qualify, items must be unused, in their original packaging, and in the same condition as received.

To begin a return, please email support@ivyandonyx.com with your order number, item name, and reason for return. We’ll confirm eligibility and provide detailed return instructions.

  • All returns must be pre-approved.

  • Once received and inspected, we’ll notify you of approval and issue your refund or store credit.

  • Original shipping fees are non-refundable.

Store Credit Option

Certain boutique or international items are eligible for store credit only rather than a full refund.
This approach allows us to continue supporting small, independent suppliers while still providing flexibility to our customers.

If your return qualifies for this option, you’ll receive an Ivy & Onyx digital store credit equal to the value of your returned item, valid for 12 months from the date of issue.
Credits are delivered via email once your return has been approved and processed.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened skincare, fragrance, or bath products

  • Sale or clearance items

  • Personalized or made-to-order items

  • Digital gift cards

Exchanges

If an item arrives damaged, defective, or not as described, please contact support@ivyandonyx.com within 7 days of delivery.
Include photos of the product and packaging so we can assess the issue.

We will work closely with you and the vendor to determine the best means of replacement — whether that’s an exchange, a replacement item, or a store credit — to ensure a fair and satisfying resolution.

Refunds

Approved refunds are processed back to your original payment method within 5–10 business days of approval.
If your return qualifies for store credit, you’ll receive an email with your digital credit code once your return is finalized.

Shipping Returns

Once approved, we’ll provide you with the correct return address (as it may vary by supplier).
Customers are responsible for return shipping unless the item is defective or we made an error.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank or credit card account.

  2. Contact your payment provider — sometimes it can take a few days to process.

  3. If you’ve done this and still haven’t received your refund after 10 business days, please email support@ivyandonyx.com.

Cancellations

Orders begin processing immediately after placement and may not be canceled once fulfilled.
If your order has not yet shipped, contact us right away and we’ll do our best to accommodate your request.

Need Assistance?

We’re always here to help.
Please reach out to support@ivyandonyx.com with any questions or concerns. We typically respond within 24–48 business hours, Monday through Friday.