Please remember we are here to help resolve any concerns you may have regarding your order.

Our Returns Policy lasts 30 days from that date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

We do not offer "change of mind" refunds. 

Wrong size? No worries! Just return the item back to us and we will process your refund as per our policy outlines. Please note the items must be in new condition, not worn and not washed to be eligible for a full refund. 

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged.

If you need to exchange it for the same item, contact us and we will arrange the details with you.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified out about your return.

Shipping
To return your product, you should mail your product to:

Ivy & Pau
PO BOX 3018
Hermit Park QLD 4812

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Click and Collect - This service is only offered to our Townsville customers well .....because we live here of course! So to the blessed people who live in paradise once you have selected this option please email info@ivyandpau.com.au and we will organise a pick up location and time. 

International Orders - All orders are a flat rate of $30.00 shipping. Please allow 2-4 weeks for delivery. 

Express Shipping - You wanted it yesterday didn't you?? That's why we now have express shipping! $15.00 Flat rate all around Australia only (No International orders sorry) 

Tracking - You will be sent an email regarding your tracking so you can keep up to date at anytime with your order, and also so you can stop stalking the postman! 

If you have any concerns with your tracking please don't be shy! Email me! info@ivyandpau.com.au and we will do our best to put a rocket up their ass!