Ivy & Lace Lingerie – Returns & Exchanges Policy

Effective Date: 25/08/2025
Website: www.ivyandlacelingerie.com.au

We want you to absolutely love your Ivy & Lace pieces. We’ve carefully designed our lingerie to make you feel comfortable, supported, and confident. Because of the intimate nature of our products, we have strict hygiene standards to protect our customers and ensure every item you receive is brand new and unworn.

Change of Mind & Sizing

Due to hygiene reasons, we’re unable to accept returns or exchanges for:

  • Lingerie
  • Underwear
  • Shapewear
  • Sleepwear (if tried on)

Please choose your size carefully using our Size Guide before purchasing. If you need help, email us at [tarsha@ivyandlace.com.au] and we’ll happily assist you with sizing recommendations.

Faulty or Incorrect Items

If your item arrives faulty or not as described, we’ll make it right — every time.

Here’s what to do:

  1. Contact us at [tarsha@ivyandlace.com.au] within 14 days of receiving your order.
  2. Include your order number, a brief description of the issue, and clear photos showing the fault.
  3. Once assessed, we’ll arrange either:

    A replacement (subject to stock availability), or

    A full store credit if we can’t replace the item.

All claims are handled in line with Australian Consumer Law.

Pre‑Order Purchases

All pre‑order items are final sale, except where the product is faulty or incorrect.
Because our first collection is being made just for you, we cannot offer exchanges for change of mind or sizing once production begins.

Returns Eligibility Checklist

To qualify for a return or exchange (faulty items only):


  • You must contact us within 14 days of receiving your item.

  • The item must be unworn, unwashed, and in original packaging.

  • All swing tags and hygiene seals must still be attached and intact.

If returned items do not meet these conditions, we reserve the right to decline your return.

How to Lodge a Return


  1. Email [tarsha@ivyandlace.com.au] with your order details.

  2. We’ll provide instructions and a Return Authorisation Number (RAN).

  3. Post the item back to us using a trackable service.
    (Return shipping costs are the customer’s responsibility unless the item is faulty.)

Refunds


  • Refunds will be processed back to your original payment method within 5–7 business days of receiving your return.

  • Refund times may vary depending on your payment provider.