Refund policy

We want every order to live up to your expectations. If something is not right, we have made returning it as simple as possible. For any question about returns, exchanges or refunds, email us at ivyandhale@noveliabrands.com.

1. Your statutory rights

Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving any reason. We go further and give you 30 days from delivery to return items.

Under the Consumer Rights Act 2015, the goods you buy must be as described, of satisfactory quality and fit for purpose. If they are not, you are entitled to a repair, replacement or refund, including a full refund if you reject a faulty item within 30 days of delivery.

2. Return period

You have 30 days from the date your order is delivered to request a return or exchange. To be accepted, items must be:

unworn, unwashed and unused;
in their original condition;
with their labels and, where possible, their original packaging;
sent with your order number or proof of purchase.

If an item shows signs of wear, washing, damage, stains or alterations, we may reduce the refund to reflect the loss in value, as the law allows.

3. How to request a return or exchange

Email us at ivyandhale@noveliabrands.com with:

your order number;
the item or items you would like to return or exchange;
whether you would like a refund or an exchange;
the reason, if you are happy to share it.

You can also use our cancellation form. We will review your request and email you the instructions and the returns address. Please wait for these before sending anything back.

4. Sending your return and costs

Our returns centre is in China. We will email you the exact address once your return has been accepted.

If you return an item because you have changed your mind, the cost of sending it back is yours to pay. As our returns centre is in China, this can cost more than a UK parcel, so please check the price before you send it.

If the item is faulty, damaged, wrong or we have made a mistake, we cover the return cost and you pay nothing.

We recommend a tracked service, and keeping your proof of postage until we confirm we have received the parcel.

5. Faulty, damaged or wrong items

If you receive a faulty, damaged or wrong item, please tell us, ideally within 7 days of delivery, by emailing ivyandhale@noveliabrands.com. This does not limit your statutory rights. Please send us:

your order number;
photos or a video of the item;
photos of the packaging if it arrived damaged;
a short description of the problem.

We will offer a suitable solution (repair, replacement, exchange or refund) at no cost to you.

6. Exchanges

Would you like a different size or colour? Exchanges depend on availability. If the item you would like is not available, we will offer an alternative or a refund. Postage for exchanges follows the same rules as returns.

7. Refunds

We will email you once we have received and checked your return. Refunds are made within 14 days of us receiving the returned item (or proof that you have sent it), to the payment method you used for your purchase. Your bank may take a few extra days to show it.

8. Items that cannot be returned

For hygiene reasons we cannot accept returns of underwear, swimwear or sealed hygiene products once the seal has been removed, or of personalised or made-to-measure items and gift cards. These exceptions do not affect your rights if an item is faulty or wrong.

9. Cancelling your order

If you change your mind just after ordering, email us as soon as possible at ivyandhale@noveliabrands.com with your order number. We can cancel it as long as it has not yet been prepared or dispatched. Once dispatched, you can return it after delivery under this policy.

10. If you are not happy

If we cannot resolve a problem together, please email us first at ivyandhale@noveliabrands.com. You can also get free, impartial advice from the Citizens Advice consumer helpline (citizensadvice.org.uk).

Contact us

If you have any questions about returns, exchanges, cancellations or refunds, please get in touch:

Email: ivyandhale@noveliabrands.com
Phone: +44 1793 569117
You can also write to us through our contact page.

We reply to every message within 1 to 2 working days, Monday to Friday, 9:00am to 5:00pm.

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