Refund policy
By submitting a return request to our store, you agree to the terms outlined below. These guidelines are in place to give you clear information about how our return policy and refund process works. Please note that these terms apply only to purchases delivered within the United Kingdom.
Return period
- You have the option to request a return within 14 days of receiving your complete order.
- The 14-day timeframe begins on the day your full order is delivered to you.
Eligibility for returns
- Products must be returned in good condition — either new or lightly used — and in their original packaging, including all accessories, tags, and documentation where applicable.
- Items that show clear signs of heavy wear, misuse, damage, stains, odors, or missing components not caused by us will not be eligible for return.
- Return requests submitted after the 14-day return period cannot be accepted.
How to return an item
If you wish to return an item, please follow these steps:
-
Contact us:
Send an email to our customer support team at support@ivyshape.com with your order number and reason for return. -
Pack the item:
Pack the item securely in the original packaging, including all accessories, labels, and documentation. -
Return the item:
Follow the return instructions you receive from customer support after the return request is approved.
You will receive a return form, which you should print out, fill out and enclose with your package.
Return costs
-
Order cancellation or reorder
If you no longer wish to keep the item or have ordered the wrong product, you are responsible for the return shipping costs. Original shipping fees are non-refundable. -
Incorrect or damaged items
If you have received an incorrect or damaged item, we will cover the return shipping costs. -
Restocking fee
We do not charge any additional fees for returns.
Damaged or incorrect items
We kindly ask you to inspect your delivery immediately upon arrival. If your order is damaged or the wrong item has been sent, please reach out to us right away at support@ivyshape.com so we can resolve the problem quickly.
Exchanges
Exchanges are available for eligible orders, subject to product availability and stock levels. To arrange an exchange, please contact our customer care team at support@ivyshape.com
Refunds
- After we receive and inspect your returned item, we will notify you about the approval of your refund.
- Once approved, the refund will be issued to your original payment method within 5 business days.
Depending on your bank or card provider, additional time may be required before the refund appears in your account.
Delayed Refunds
If you haven't received your refund within the expected timeframe, please first check your bank account again. Then contact your card issuer. If you have completed these steps and the refund has still not been received, email us at support@ivyshape.com. Our team typically replies within 24 hours.
Business details
Address:
Norevix LTD
71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Company number: 16836518
Customer service contact
Email: support@ivyshape.com
Contact Form: Contact
Opening hours:
Monday – Friday: 08:00–18:00 GMT
Saturday – Sunday: Closed
Public holidays: Closed
We aim to respond to emails within 24 hours (Monday–Friday). Enquiries received during weekends will be answered on the next working day.