Refund policy
We want you to love every piece you bring home. If something isn't right, you have 30 days after your order is delivered to request a return.
Eligibility
To be eligible, your item must be unused, in the same condition you received it, and in its original packaging. You'll also need your order number or proof of purchase. Café bar equipment must be unused and returned with all original accessories and packaging.
How to start a return
Email us at support@ivyandcreamdecor.com with your order number and the item you'd like to return. If your return is approved, we'll send instructions on how and where to ship it. Please don't send items back before we've approved your return, as unapproved returns can't be accepted.
Return shipping
Unless your item arrived damaged, defective, or incorrect, return shipping costs are the customer's responsibility. Large and oversized items, such as furniture, may require special shipping arrangements, and we'll walk you through the process when you contact us.
Damages and issues
Please inspect your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, contact us within 3 days of delivery with your order number and photos of the item and packaging. Please keep all original packaging until the issue is resolved. We'll make it right with a replacement or refund.
A note on handmade and natural materials
Many of our pieces are made from natural materials or crafted by hand. Variations in color, grain, texture, glaze, and finish are part of their character and aren't considered defects. Teak and other natural woods will develop a patina over time, and dried florals and botanicals are naturally delicate and unique to each piece.
Non-returnable items
Some items can't be returned, including:
- Dried florals, pressed botanicals, and other perishable or preserved natural goods
- Candles and incense
- Custom, made-to-order, or personalized items
- Sale items and gift cards
- Items that have been used, assembled, installed, or altered
If you're unsure whether your item qualifies, reach out and we'll happily help.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is approved, place a new order for the item you'd like instead.
Refunds
Once we receive and inspect your return, we'll email you to let you know whether your refund was approved. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to process it. If it's been more than 15 business days since your return was approved and you haven't received your refund, please contact us at support@ivyandcreamdecor.com.