Refund policy

Products sold by IVYPHANT are covered by a 30-day return policy, excluding Wigs. If you are not completely satisfied with your purchase, you may return it by mailing it back or visiting us in person.


Please note that the cost of the initial shipping is non-refundable. If you receive a refund, the shipping cost will be deducted from your refund. If you received free shipping for your purchases, the handling and postage fee of $5 will be deducted from your refund. You will be responsible for paying your own shipping cost for returning your item. IVYPHANT will not take responsibility for returned items not received if registered post is not used.

We have four conditions of return:

  • Within 30 days of placing the order
  • Postage is non-refundable
  • In the same condition, they were when you received them
  • Your item must be in the original packaging

 

*Skates must be returned in their original, undamaged shoe box. No returns labels or barcodes can be secured directly to the box. Please note that returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag. $5 will be deducted from your refund for the damage in the packaging*

Wigs return terms & conditions:

  • The wigs must be received within seven days
  • Postage is non-refundable
  • In the same condition, they were when you received them
  • Your item must be in the original packaging
  • Return shipping costs are at the customer's expense


IVYPHANT reserves the right to reject the return if these conditions are not followed.

Sale items cannot be refunded for change of mind unless where the item is defective or faulty.

HOW CAN I REQUEST A RETURN OR REFUND?

Please contact our online customer service team at ivyphant@gmail.com, and we will gladly initiate a return for you, just include the following details:

Order Number Details of the item you wish to return and the reason for return.
Your name, address, contact number, and email.

Please hold onto the item until we contact you.

WHEN WILL I GET MY REFUND?

Once we receive your return, please allow 2-3 business days for your return to be processed, and you will receive the credit within a certain amount of days, depending on your card issuer's policies. Your refund will only be credited back to the original form of payment.


AFTERPAY PURCHASE REFUND

Afterpay merchant fees are non-refundable in the event of a refund (If you have paid by Afterpay, we are charged a 6% fee + 30c, which is non-refundable to us, so if a refund is requested, we can issue the refund minus the 6% + 30c Afterpay fee.)

EXCHANGE

Unfortunately, we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order. We offer returns within 30 days of the order date. The customer is responsible for all associated costs of returning the items to us. Items must be returned in the original packaging, which must be in the original condition.