Refund policy
Returns & Refunds
Refund Policy
Each Ivy & Miles piece is made with care, and we want you to be delighted with what arrives. Please have a quick read through the guidelines below before you start a return. Keeping them in mind helps your request move smoothly. None of this takes away from the consumer rights you are entitled to under the law where you live, which apply on top of everything here.
Jump to
Return Guidelines · Order Issues · How to Start a Return · Cancellations & Changes · Return Shipping · Refunds & Store Credit · Returning a Gift · Items Sent by Mistake · Unauthorized Returns
Return Guidelines
Anything you send back needs to be unworn, unused, and in the same state it reached you, with the original packaging (box, pouch, and any tags) complete and undamaged. Pieces bought together as a set or bundle have to be returned in full; we are not able to accept or refund a single piece taken out of a set. Original shipping charges and any duties and taxes are not refundable.
Return Window
You have 30 days from the day your order arrives to send a piece back if you have simply changed your mind. This applies to every customer, anywhere we ship.
Return Requirements
- Unworn and unused, with no marks, scratches, or other signs of handling
- Back in the original sealed packaging, with the box and pouch included
- Sets and bundles returned whole; single pieces from a set are not eligible on their own
- Approved by us in advance through the return portal or by email, before anything is shipped (see “How to Start a Return”)
Items We Cannot Accept Back
- Sale and final-sale pieces (still protected if they reach you faulty, damaged, or incorrect; see “Order Issues”)
- Gift cards
- Anything that shows signs of wear or use
- A single piece pulled from a set or bundle
- Pieces whose packaging is missing, opened, or damaged
Order Issues
If your order arrives damaged, contains the wrong piece, never shows up, or has a manufacturing defect, please email us at support@ivyandmiles.com within 30 days of delivery. Include a brief description and photos where relevant, and we will take care of the return shipping and make it right with a replacement or a full refund.
Please reach out to us directly before opening a payment dispute or chargeback. We resolve the great majority of issues quickly and fairly, and contacting us first is the fastest route to a solution.
How to Start a Return
Every return requires our approval before anything is shipped. Open a request through our return portal or email support@ivyandmiles.com, and we will walk you through the next steps and share the address of our warehouse in California, USA. Please hold on to your piece until you have written confirmation from us.
Parcels sent to any address other than the one we confirm cannot be processed and will not be eligible for a refund.
Order Cancellations & Changes
Need to adjust or cancel your order? Email support@ivyandmiles.com as soon as you can. As long as it has not left our warehouse yet, we can usually change or cancel it and refund you in full. Once an order has shipped, the return steps above apply.
Return Shipping
Who covers return postage depends on why you are sending the piece back. If your return is for any reason on your end, such as a change of mind, sizing or fit, ordering by mistake, or simply no longer wanted, arranging and paying for the trip back to our California, USA warehouse is on you. Please use a tracked service and keep your postage receipt until the return is fully wrapped up. We cannot take responsibility for a return that goes missing in transit and cannot be traced. If your piece is faulty or defective, you received the wrong piece, or it arrived damaged, we cover the return shipping in full.
Refunds & Store Credit
We process refunds once your return has reached our California, USA warehouse and we have looked it over. Once approved, you can choose how you would like to be refunded. Original shipping charges and any duties and taxes are not included in the refund amount.
Your Refund Options
| Option | Bonus | How It Works |
|---|---|---|
| Store credit | +10% credit | A 10% bonus is added on top of your return amount. Credit is issued instantly, never expires, and can be used on anything in the store |
| Cash refund | No bonus | Returned to your original payment method within 3 to 5 business days |
You can choose either option when you submit your return request. Store credit is issued by default if no preference is given. If your original payment was made fully or partly with a gift card or store credit, that portion can only be returned as store credit.
Returning a Gift
Gifts can be returned for store credit within the usual 30-day window. You will just need the order number. Start the return through our return portal or by emailing support@ivyandmiles.com.
Exchange Policy
Exchanges are accepted within 30 days of delivery for items that are unused, in their original packaging, and otherwise meet our Returns Policy; you cover the return shipping unless the item is faulty or incorrect, and once we receive and approve the return we’ll send one replacement size or style to you free of charge, subject to availability. If the replacement item has a different price, we will charge or refund the difference to your original payment method or store credit, depending on the refund method you selected.
Items Sent to Us by Mistake
We are unable to return personal belongings or items from other brands that end up in a return parcel by mistake, so please go through your package carefully before it leaves you.
Unauthorized Returns
We reserve the right to refuse any unauthorized returns, including but not limited to parcels sent without prior approval, final-sale items, and pieces that do not meet the return conditions on this page. Refused parcels will be sent back to you, and we cannot be held responsible for items lost in transit as a result.
Should we notice unusually frequent returns or signs of misuse of this policy on an account, we may pause or close that account and decline further returns or access to our store.
Nothing in this policy limits the mandatory consumer rights you may hold under the laws of your own country, which always apply alongside the terms above. Questions about a return, refund, or exchange? Email support@ivyandmiles.com and we will be glad to help.