Returns and Refunds Policy

Last updated: March 2024

Right to Cancel

You are entitled to cancel your order within 30 days without giving any reason for doing so.

The deadline for canceling an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail contact@ivoryglenstudio.com

Refund Process

We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for Returns

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days
• The goods are in the original packaging
• The goods are unused and in the same condition as received
• All original tags and labels are attached
• The product is not damaged (except for manufacturing defects)

Non-Returnable Items

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized
• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over
• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Return Shipping

You are responsible for the cost and risk of returning the goods to us.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery at contact@ivoryglenstudio.com with:

• Your order number
• Photos of the damage or defect
• Description of the issue

We will arrange for a replacement to be sent immediately at no additional cost to you, or issue a full refund if you prefer.

Exchanges

If you would like to exchange your item for a different one, please contact us within 30 days of receiving your order. Exchanges are subject to product availability.

If the item you wish to exchange for costs more than the original purchase, you will need to pay the difference. If it costs less, we will refund the difference.

Custom Orders

Custom-made ceramic vases are made specifically for you and therefore cannot be returned or exchanged unless they arrive damaged or defective.

Please review all custom order details carefully before confirming your purchase.

Sale Items

Sale items can be returned within the 30-day return window, subject to the same conditions as regular-priced items. The refund will be processed at the sale price paid.