Refund policy
We hope you love your purchase. If it is not quite right, please send your return within 30 calendar days of receiving your order.
UK returns are free, excluding the Channel Islands.
For our 30-day returns offer, garments must be unworn and unwashed, with tags attached and any hygiene seals intact. Please use the original clear polybag where possible.
These conditions do not restrict your statutory cancellation rights or your rights when goods are faulty, incorrect or not as described.
UK Returns
For orders placed directly with Ivory Rose, use one of these returns portals:
Follow the instructions provided by your chosen carrier to obtain your label or QR code and drop off your parcel. Include your order number and details of the items you are returning. Keep your drop-off receipt as proof of postage.
Orders placed through ASOS: follow the return instructions supplied with your ASOS order. The dedicated DPD — Ivory Rose ASOS Returns portal is separate from the direct Ivory Rose portal.
International and Channel Islands Returns
For change-of-mind returns from outside the UK or from the Channel Islands, customers are responsible for arranging and paying the return postage.
This does not apply where goods are faulty, incorrect or not as described. In those cases, Ivory Rose will cover reasonable return costs.
Please send your return to the address below. Include your order number, name and the items being returned. A reason helps us improve, but is not required when exercising your statutory cancellation rights.
We recommend using a tracked service and keeping your proof of postage. For help arranging a return, email info@ivoryrose.com.
Returns Address
Ivory Rose Returns
Haddow Group Ltd
Unit 9, Lister Courtyard
Lister Mills
Beamsley Road
Bradford
BD9 4SQ
United Kingdom
Refunds
We will issue eligible refunds without undue delay and within 14 calendar days of receiving your return or evidence that you have sent it back, whichever is earlier.
Refunds will go to your original payment method unless we agree otherwise with you. Once issued, your bank or payment provider may take a further 5–7 working days to show the refund in your account. This does not extend our deadline for issuing it.
If you cancel your whole order under your statutory cancellation rights, we will also refund the standard outbound delivery charge. Any extra amount paid for an upgraded delivery service is not refundable.
Your Statutory Cancellation Rights
For eligible online purchases, you can tell us you wish to cancel within 14 calendar days after the day you receive your goods, or the last item if your order is delivered separately. You then have a further 14 calendar days to send them back.
Email info@ivoryrose.com, or write to the address above, with a clear statement that you wish to cancel. Please include your order details. You do not need to give a reason. You may use the statutory model cancellation form in Schedule 3, Part B, but its use is optional.
You may inspect and try on garments as you would in a shop. We may deduct an amount for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and fit. Missing ordinary packaging or tags does not automatically remove your statutory cancellation rights.
Where goods were supplied sealed and cannot be returned for health or hygiene reasons once unsealed, the statutory change-of-mind cancellation right does not apply after the seal is broken. This does not affect rights relating to faulty or misdescribed goods.
Faulty, Incorrect or Misdescribed Items
Email info@ivoryrose.com with your order details and a description of the issue so we can arrange the appropriate remedy.
You normally have a statutory right to reject faulty goods within 30 days of delivery. After this, you may still be entitled to a repair, replacement or other remedy under consumer law. Your rights do not automatically end after six months.
We will cover reasonable return costs where goods are faulty, incorrect or not as described. The usual change-of-mind conditions do not prevent you from exercising these rights.
Gift Cards and Sale Items
Gift cards cannot be exchanged for cash, except where required by law. This does not affect any statutory rights you may have to cancel your gift-card purchase or receive a refund.
Sale items carry the same statutory consumer rights as full-price items.
Nothing in this policy limits your statutory rights.