Shipping & Returns
Shipping Policy
*Please allow up to 2-7 days for your order to be cut and sewn as all orders are hand made*
All orders are processed within 2 to 7 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. All orders are shipped with Australia Post.
Domestic Shipping rates and Estimates
We offer a fixed rate shipping cost of $9.99 for standard shipping within Australia. You will be provided with a tracking number on all orders. For express shipping within Australia, the shipping rate is $13.
*please note delivery time is from when your order has been dispatched, not from when order is placed.
Local
Delivery
Free local delivery is available for deliveries within Newcastle NSW. There is a Newcastle based pick up/drop off option at checkout, free of charge.
Deliveries are made from 9am - 6pm on Mon-Fri. We will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.
International Shipping
We offer international shipping to the following countries/zones:
- United States
- Canada
- United Kingdom
- Europe
- Germany
If you are having trouble with shipping to your location at checkout please contact us at ivy.byindira@gmail.com.
International shipping costs will vary depending on your area. The shipping charges for your order will be calculated and displayed at checkout. All orders are shipped from Australia NSW with Australia Post.
*please note estimated delivery time is from when your order has been dispatched, not from when order is placed.
These delivery times are an estimate for the general locations, items may take longer depending on your exact location/area. All estimates are for metro destinations – items sent to regional and rural locations will likely take longer. Please only see delivery estimates as a general guide only.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Ivybyindira is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us at ivy.byindira@gmail.com with your name and order number, and we will look into it for you.
To track your order, click the link below and enter the tracking number for your order sent to you by email: https://auspost.com.au/mypost/track/#/search
Return & Exchange Policy
We accept returns for domestic orders (within Australia) within 14 days from when your order is received. The return fee is $5
Types of Refunds:
- If what you have bought if faulty, not fit for purpose or misdescribed, you will have right to refund. For faulty items, you must provide photographic evidence for refund to be accepted.
- If you simply have changed your mind about the product, you may be able to get a refund, but this may be subject to deductions, and you will have to pay the costs of returns of any goods.
Return Guidlines:
- All items must be new, unworn, with the original tags attached and in its original packaging.
- You must provide a receipt as proof of purchase.
- All sale/discounted items are final sale.
- International orders are final sale.
- All personalised items are final sale.
- Due to Hygiene reasons, we are unable to accept returns/refunds on all swimwear bottoms and lingerie undies (unless item is clearly faulty and has been untouched/unworn).
- If the item/s we received from you are not as described (e.g. customer has described item to be faulty but there is no fault), we have the right to disapprove of the refund.
Shipping Costs:
We will cover the return shipping costs if your item is faulty, not fit for purpose or misdescribed. In all other circumstances (including when you are exercising your right to change your mind) you must pay costs of return.
How we will refund you:
We will refund you the price you paid for the products including delivery costs (minus $5 return fee) if your item is faulty, not fit for purpose or misdescribed. However if you wish for a refund due to change of mind, your refund will have deductions of delivery costs as well as the $5 return fee.
When your refund will be made:
Your refund will be made within 14 days from the day we receive the product back to you to ensure product is as described.
How to process a return:
Simply email us at ivy.byindira@gmail.com with “Return Request” in the subject line. Please include your order number, receipt for proof of purchase and reason for return within the email. If your reason for return is due to faulty/misdescribed items, you must provide photogenic evidence in email. We will get back to you within 24 hours.
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Once your return has been approved, we will provide you with a prepaid return label via email that you can download and use to ship back out. Your refund payment will then be processed once item is received and approved.
We have a right to disapprove of your refund once we have recieved your item:
- If the item/s we received from you are not as described (e.g. customer has described item to be faulty but there is no fault), we have the right to disapprove of the refund.
- If your item is returned and has been worn or stained.
Exchanges:
We are unable to process an exchange, but you’re welcome to place a new order (while items are still available) and send in your return separately.