Returns and Refunds Policy

RETURNS

If for any reason you would like to return your purchase to us, Ivy Ekong Fashion does not issue a pre-paid return labels, you will have to pay for the cost of returning your item back to us, because we ship most items in the UK for free.
Garments must be returned in the same condition you received them in order for a refund or exchange to be considered. We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels. You must send the item back to us including everything that was sent with your order, within 14 days of receipt for an exchange or refund. You can submit a return request via your customer account. We will approve your return request if it is eligible, so you can send your return to us. Please remember to indicate if you would like a refund or an exchange. Please note that jewellery , mugs, gift vouchers, lingerie, bodysuit , bikinis, swimwear, night wear, lipsticks, makeups, cannot be returned or exchanged, for hygiene purposes.

IVY Ekong Fashion private custom commission cannot be returned for any reason.

PAYMENT & PRODUCTION:

Full payment is required before any sourcing, pattern development or production commences. Payment confirms the client’s acceptance of the agreed design, specifications, price and Custom Made Terms & Conditions.

As these garments are individually made to the client’s specifications, all payments are non-refundable once production or sourcing has commenced.

CUSTOM-MADE / BESPOKE TERMS

All garments are custom-made exclusively for the client and are therefore final sale.
No returns, refunds or exchanges will be accepted due to change of mind, change in size, colour preference or other personal preference.
Full payment must be received before sourcing, pattern development or production begins.
Once payment has been received, any subsequent changes to the approved design, fabric, colour, measurements or specifications may incur additional charges.
The client is responsible for providing accurate measurements
Ivy Ekong Fashion will make every reasonable effort to achieve the approved design and agreed fit.
Estimated completion dates are provided in good faith and may be affected by fabric availability, supplier delays, shipping delays, or circumstances outside Ivy Ekong Fashion’s control.
All original patterns, technical specifications and design developments created by Ivy Ekong Fashion remain the intellectual property of Ivy Ekong Fashion unless otherwise agreed in writing.
Payment of the invoice constitutes acceptance of these terms and authorisation for Ivy Ekong Fashion to commence the project.

For International returns:

You will need to cover the cost of returns, customs cost or taxes, should any be incurred in returning your items back to us. Your items will be refunded minus any custom fees charged to us. If in doubt, please contact your local custom/duty office to find out the custom taxes that is applicable to you.

REFUNDS

For full priced items, payments will be credited back to the original purchaser's credit or debit card. Returns for refund are processed within 2-3 working days of receiving the item. Card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between banks, so please speak to your bank for any more info regarding processing times as we are unable to amend this.

We’re happy to process store credit refunds and these will be displayed as a code in your email inbox. This will be made available immediately after 2-3 days of processing and is valid all year. Store credit is valid all year and has no expiry date. If an order is made using store credit, it is only eligible for two returns and exchanges, after which we can no longer exchange your items for free unless you pay for the items being shipped since we offer free shipping for only the first two orders including exchanges. If you require, a refund after ordering with your gift voucher, your refund will be processed back into your initial voucher which was your original payment method. This refund is only application twice as well. If you have any questions regarding this, do not hesitate to contact us.

Please note our usual SALE items are refunded via store credits only.

We do not accept return or exchange for our 3 for £120, £40 and below clearance sale. All clearance sale purchases are final. Any item(s) returned in this category will be sent back to the customer at their own cost.

There are some products that are only suitable for store credit refunds. Those products includes our made to order pieces. This will be clearly stated at the front end of our website on such products. Please note, that when you order those products, you agree that we will only refund via store credit in the event of a return.
We do not accept return or exchange for our 3 for £120 , £40 and below clearance sale. All clearance sale purchases are final.

We do not return shipping fees. We ship most items for free. In the circumstance where you pay for a faster shipping aside from our free standard 3-5 working days delivery, or subscribe to our yearly VIP shipping service, we will refund your eligible order minus the shipping fees.

You are responsible for shipping the item back to us safely. We do not pay for your returns and exchanges.

EXCHANGE

If you would like an exchange, please remember to identify what item you would like in exchange. If you do not indicate that you want an exchange, we will go ahead and issue a refund . We are happy to exchange any garment that is unworn and still fitted with all security tags and labels. It must be dispatched to us within 14 days of receipt for both UK and international orders.

Please note for international exchange,

You will need to cover the customs cost or taxes, should any be incurred in returning your items back to us. If in doubt, please contact your local custom/duty office to find out the custom taxes that is applicable to you.

Please follow the return instructions on the returns sheet enclosed with your parcel.

All exchanges are based on stock availability. You can exchange your item for another size or another item entirely, as long as the price of the new item is the same as the original being exchanged. If the replacement item is less expensive than the original, the difference will be refunded back to you via credit note which can only be used in our online store and is valid for all year.

Alternatively, you may return the original item for a refund if eligible, and then purchase the new lower priced item. If the replacement item is more expensive than the original item, you will need to pay for the difference.
First exchanges within the UK are shipped free of charge, subsequent exchanges on the same order will incur a shipping charge of £5 for local orders and £14 for international orders. For further information, please follow the return instructions on the returns sheet enclosed with your parcel. If you have any questions regarding your return, please contact us and we will be happy to assist you.

SALE

We offer two types of sale. The usual sale and the £40 sale. Normal sale items can only be returned for a refund by credit note/ gift voucher. Which can be used online or in our pop up store when we do have any. It can also be returned for an exchange if the item is still in stock in the size you want to exchange it for. We do not issue a refund for normal sale.

We do not accept return or exchange, or refund for our 3 for £120 or £40 and below clearance sale. All clearance sale purchases are final.

IMPORTANT NOTICE:

We do not cover shipping costs back to us.
Sale items can only be returned for refund by credit note, which can only be used in our online store or exchange.
We do not accept return or exchange for our 3 for £120 or £40 and below clearance sale. All clearance sale purchases are final.
We do not return shipping fees. We do not return our one year VIP shipping fees. Your VIP shipping fees expires after one year in which you can renew again after. It does not automatically renew. You have to renew it yourself again if you still want this service.
Your items should be sent back to us within 14 days of receipt by you. Late returns cannot be accepted and will be returned to you.
UK orders over £65 are shipped for free if you choose free shipping at checkout.
For international customers, orders should be returned within 14 days of receipt. Notify us before sending the item back to us via our return portal where you can apply for a return.

OTHER IMPORTANT NOTICE:

Items must be sent back within 14 days of the delivery date for both UK and International orders.
Items must be unworn, unwashed, and have original tags attached.
Items must be free of stains, makeup, deodorant, or wear.
Bodysuits, swimwear, jewellery, and undergarments are non-returnable.
Beauty products, cosmetics, and accessories are non-returnable.
Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
Ivy Ekong Fashion does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we may not issue store credit. Please sales@ivyekongfashion.co.uk for assistance.)
Return packages must include a completed return request form and original packing slip to ensure processing. (Note: If the return request form is not filled out correctly, your return may experience delays in processing. You may use the return request form included in your original packaging.
You will need to cover the customs cost or taxes, should any be incurred in returning your items back to us. If in doubt, please contact your local custom/duty office to find out the custom taxes that is applicable to you.