Online Return Policy:
How do I return items?
If you are not completely satisfied with your ivy & leo online purchase, we will gladly accept the return of unworn, unwashed items with tags still attached within 14 days of your delivery date. Once we have received the return within the 14-day window, we will gladly issue a refund back to your original form of payment. Please note any shipping charges will not be refunded.
Sale merchandise (50% or more), facemasks, earrings, bodysuits, and the black friday sale collection and winter sale collection items are all FINAL sale items and cannot be returned for exchange or store credit.
Shoes must be returned in the original shoes box. Shoes and other items MUST be returned in a shipping bag or box. We DO NOT ACCEPT returns that are damaged due to labels or packaging tape being placed on the shoe box or clothing item.
Please send original packing slip with return shipment. Return packages will be shipped back at customer's expense.
Please note that we do not accept exchanges. If you would like a different item or size, please follow the return instructions and place a new order for the item you would like.
**Please contact firstname.lastname@example.org WITHIN 7 DAYS if you have received a damaged, defective or incorrect item. We do not accept damage claims for items that have the tags removed and/or have been worn. Damages must be reported before item(s) are washed/worn.**
To return an item, please follow these simple steps:
If you would like ivy & leo to issue you a return label, we will deduct $7 from your return amount. Please contact email@example.com with your order number and the items you are wanting to return. We will then email you a return shipping label.
You may also instead ship items back with your own label. You can use the shipping carrier of your choice and will be responsible for paying postage. For your security, please return your item(s) with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) with a tracking number. Please keep a record of the tracking number.
Include your order number in the following return shipping address:
ivy & leo
Attn: Returns Department
(Your order number)
4145 Park Road
Charlotte, NC 28209
Please retain receipt for your records; www.ivyandleo.com is not responsible for items damaged or lost in transit.
Please pack your items neatly with your original packing slip included in your return with the items you are wanting to return clearly noted.
Please allow 1-3 business days once your package has been delivered for your return to be issued.
Can I return an online order to store location?
If you would like to return an www.ivyandleo.com order to a store location please note that STORE CREDIT ONLY WILL BE ISSUED. Our store credits will only be redeemable in our store locations and are not valid online. Please note that returns must be accompanied by the invoice/packing slip in order for store to process refund. Returns to a storefront location must be completed within 14 days of delivery of your order.
If you have any other questions, please e-mail us at firstname.lastname@example.org
Store Front Return Policy
Exchange or store credit is allowed within 14 days of purchase with original receipt and tags attached.
Merchandise must be unwashed, unworn, and undamaged for exchange or store credit.
Sale merchandise (50% or more), face masks, and earrings are all FINAL sale items and cannot be returned for exchange or store credit.
Store Credit Cards and Gift Cards are valid for one year from date of issue.
Store Credit cards and Gift cards are not redeemable for cash or the purchase of other gift cards, and the unused value remains on the card. Protect this card like cash; it is non-transferable and cannot be replaced if lost, stolen, or used without authorization.
Please email email@example.com with any questions.
Please note that ivy & leo is not responsible for orders that have been lost or damaged in the mail. USPS is responsible for packages once we have shipped out. ivy & leo is also not responsible for orders marked delivered. USPS is responsible for all orders once an order is shipped out. Please contact your local post office to file a claim.
If there is an issue with your tracking number or package delivery please contact USPS before contacting us, please allow 1-4 days for tracking information to be updated, in some cases tracking information will not update and you will still receive your order. If you still have not received your order after the delivery date please contact us.
If your tracking information confirms that your order has been delivered to your order address, but you have not received your order, please contact your local post office directly to investigate the issue and file a claim with them. We cannot be held accountable for orders that confirm the order has been delivered to your address.