Refund policy

Returns, Refunds & Resends Policy

At Ivory Notes, your satisfaction is our priority. Please read our policy carefully so you know what to expect if something goes wrong with your order.

1. Delayed Orders

We aim to deliver all UK orders within the estimated timeframe shown at checkout. If your order has no tracking updates or appears stuck in transit, please contact us after 15 business days from your dispatch date.

Note: If tracking shows your parcel is held at a local Royal Mail delivery office or sorting centre (e.g. due to an incomplete address or unclaimed package), please contact them directly — they can often resolve this quickly.

2. Orders Not Received 

If tracking shows your order as delivered but you haven't received it, please contact us within 30 days of the delivery date. We may ask you to confirm your delivery address and check with neighbours or your local delivery office before we can process a claim.

If your tracking shows an alert (e.g. incorrect address, refused delivery, unclaimed parcel), couriers typically attempt delivery 1–3 times before returning the item to your local delivery office. Please collect or rearrange delivery as soon as possible.

3. Damaged Items

  • Significantly damaged on arrival: we'll offer a full refund or replacement — please send us clear photos or a video showing the damage.
  • Partially damaged: we'll offer a partial refund or replacement (minor cosmetic issues such as slight thread pulls, small scratches, or light creasing are not eligible).
  • Damaged packaging only: unfortunately we cannot offer refunds for damaged outer packaging alone.
  • Please report damaged items within 30 days of delivery.

4. Incorrect or Missing Items We take care to ensure every order is correct, but if something isn't right:

  • Wrong item sent: full refund or replacement.
  • Wrong colour or size (non-functional): refund or replacement — please send a photo or screenshot of the issue.
  • Missing parts affecting use: we'll resend the full product.
  • Missing parts not affecting use: partial refund or resend of the missing part.
  • Missing accessories: we'll resend the accessories.

5. Order Cancellations 

You may cancel your order for a full refund before it has been processed for dispatch. Once processing has begun, we are unable to cancel. Customised or made-to-order items cannot be cancelled after payment.

Your Statutory Rights 

Under the Consumer Rights Act 2015, you are entitled to a full refund if your item is faulty, not as described, or unfit for purpose. Under the Consumer Contracts Regulations 2013, you also have the right to cancel most orders within 14 days of receiving them, for any reason, and return them within a further 14 days for a full refund (excluding return postage unless the item is faulty).

How to Contact Us 

To open a return or refund request, please email us at shop@ivorynotes.co.uk with your order number, a description of the issue, and any supporting photos or videos. We'll get back to you as soon as possible.