Refund policy

Return and Refund

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, contact our customer service team at info@lena-ivy.co.uk. Please include your order number and a brief explanation of the reason for the return or feedback on how we can improve our products.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for covering the reshipment fees for returned items. However, once we receive the returned items, we will proceed with either a refund or a replacement shipment, based on the preference of the customer.

For a smooth process, customers must provide proof of return shipment, including a tracking number, to ensure timely processing.

Damages and issues  
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items  
Customized or personalized items and gift cards are non-returnable.

Cancellation policy  
Orders may be canceled within 2 hours of purchase. Please contact our customer service team to cancel your order.

Refunds  
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or rejected. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Refunds may take additional time to appear in your account, depending on your financial institution.

Contact information  
For any questions or concerns regarding our return policy, please reach out to our customer service at info@lena-ivy.co.uk.