Refund policy

RETURN & REFUND POLICY

At IVYLILA, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

This policy applies to eligible orders shipped to the United States and other international destinations we currently serve.

RETURNS

To request a return, please contact our customer support team within 30 days of receiving your order.

Email:
service@ivylila.com

Please include your order number, the item(s) you would like to return, and the reason for your return.

To be eligible for a return, the product must be in its original condition and packaging. For hygiene and safety reasons, products that have been substantially used, emptied, altered, or damaged after delivery may not be eligible for return unless they arrived damaged, defective, or incorrect.

If your return request is approved, we will provide you with return instructions and the appropriate return address.

Please do not send products back without contacting us first. Returns sent without prior authorization may not be accepted.

RETURN SHIPPING

Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.

Return shipping costs may vary depending on the customer's country or region and are non-refundable.

Original shipping charges, if any, are non-refundable unless otherwise required by applicable law.

Any customs duties, import taxes, or additional charges associated with a return are generally the responsibility of the customer unless the return is due to an error on our part.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery.

If your product arrives damaged or defective, or if you receive an incorrect item, please contact us at:

service@ivylila.com

Please provide your order number and clear photos of the product and its packaging so that we can review the issue.

After reviewing your request, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.

NON-RETURNABLE ITEMS

For hygiene, safety, and quality-control reasons, certain items may not be eligible for return, including:

• Products that have been substantially used or emptied
• Products damaged through misuse, improper storage, or improper handling
• Products that have been altered after delivery
• Items returned without their original packaging
• Gift cards, if applicable

If you are unsure whether your item is eligible for return, please contact us at service@ivylila.com before sending it back.

REFUNDS

Once your approved return has been received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, it will be issued to your original payment method.

Please note that the time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, and country or region.

IVYLILA does not control processing times imposed by banks or payment providers.

EXCHANGES

We do not currently offer direct exchanges for standard returns.

If you received a damaged, defective, or incorrect product, please contact us at service@ivylila.com and we will review the issue and provide an appropriate solution.

For other situations, you may return an eligible item in accordance with this policy and place a new order separately.

ORDER CANCELLATIONS AND CHANGES

If you need to cancel or modify your order, please contact us as soon as possible at:

service@ivylila.com

We will do our best to accommodate your request.

However, once an order has entered processing, fulfillment, or has already been shipped, we may no longer be able to cancel or modify it.

INTERNATIONAL RETURNS

IVYLILA serves customers in the United States and selected international destinations.

Return procedures and shipping costs may vary depending on the destination country or region.

Customers are responsible for ensuring that returned packages comply with applicable shipping and customs requirements.

Any customs duties, taxes, brokerage fees, or other charges associated with an international return are generally the responsibility of the customer unless the return results from an incorrect, damaged, or defective item supplied by us.

RETURN ADDRESS

Please do not return products to the address shown on your shipping package without contacting us first.

Approved returns must be sent to the return address provided by our customer support team.

The appropriate return location may vary depending on the order and destination.

CONTACT US

If you have any questions about a return, refund, damaged item, or your order, please contact us:

IVYLILA Customer Support

Email:
service@ivylila.com

We will be happy to assist you with your request.