Personalised Velvet Star Christmas Ornament

If you've had a change of heart, we're more than happy to refund your order, but there are a few conditions to bare in mind: 

​REFUND POLICY DURATION

Our refund policy lasts for 28 days from the date of your purchase. Within this timeframe, you must notify us within 14 days of recieving your order and return the items to us within the 28-day period. 

AUTHORISED RETURNS

Please make sure to contact us first at hello@wild-ivy.com before sending anything back. 

Please ensure that any returns are carefully packaged in their original packaging to prevent damage during transit. If the item is not returned in it's original condition, the buyer is responsible for any loss in value. 

It's important to note that the following items can't be returned or exchanged:

Due to the nature of these items, unless they arrive damaged or defective, we can't accept returns for: 

• Personalised Orders

• Perishable Products (such as food)

• Intimate Items (For health/hygiene reasons)

We reserve the right to refuse returns that do not meet the above mentioned standards. 

TIME LIMIT

Unfortunately, if 28 days have passed since your purchase, we won't be able to offer you a refund or exchange.

SHIPPING COSTS

You are responsible for covering the shipping costs for returning your item, and these costs are non-refundable. If you do recieved a refund, the cost of original shipping will be deducted from your refund amount. 

EXCHANGE TIMEFRAME

Depending on your location, the time it takes for your exchanged product to reach you may vary. 

PROOF OF PURCHASE

To complete your return, we require an order confirmation as proof of purchase. 

We understand that circumstances can change, but we hope this policy helps to clarify our procedures and ensures a smooth process for all involved. 

Please note - all refunds will be sent to the original payment method used when placing the order. 

Refunds can take between 3-5 working days to be credited. 

MISSING OR DAMAGED ITEMS 

We follow a rigorous packing process and in the unfortunate event that an item is missing or damaged, please contact us within 7 days of delivery so that we can rectify this quickly. 

Whilst we want everything to arrive as amazingly as we send it, we understand that things do unfortunately get damaged in the delivery process occasionally. If your item has arrived damaged, please email us at hello@wild-ivy.com (within the 7 day window) with supporting images and as much information as possible, so we can get a replacement sent.  

Please do not dispose of any damaged items until a resolution has been made. 

All orders are dispatched via Royal Mail, within 1-3 business days unless stated otherwise.

We offer free delivery as standard with all orders over £80, however if you require your order sooner we also offer a 24 hour tracked service. (Processing times still apply) 

​Below is a rough guideline on delivery timescales within the UK:

48 Tracked - 2-3 Days Delivery - £3.99

24 Tracked - Next Business Day Delivery - £4.99

*Orders over £80 - Free

Delivery Times

Please note that all delivery times are approximate and not guaranteed to arrive within the indicated timeframe. We will always do our utmost to ensure your order reaches you within the delivery times stated, however please note there are occasions where factors outside our control can affect delivery and cause unexpected delays. 

Royal Mail will list any interruptions on their website so please always check there too. Unfortunately we cannot take any responsibility for delays during shipping but we are always happy to help in any which way we can. 

Orders placed over any bank holiday/holiday periods will be dispatched the next working day - this includes no Royal Mail deliveries on these days. If you would like any further guidance on any of the services provided, please see the Royal Mail website. 

We will always notify you if there are ever any delays in dispatching your order.

Please note we are not currently shipping outside the UK. Please feel free to contact us if you need any help or wish to discuss this further via hello@wild-ivy.com

'Oops I've made a mistake' - Don't worry, we've all been there. 

That's why we offer a 30 minute window for any order amendments that you would like to make after you placed your order. Should you wish to make any amendments to your order (such as swap products, change gift messages, change a shipping address, cancel your order or request a refund) these changes must be ​requested within 30 minutes of you placing your order on the website - after this time it may not be possible to make these changes. 

Please email hello@wild-ivy.com to request an order amendment. 

​CANCELLATIONS

'I've changed my mind' - Don't worry we all have a change of heart sometimes. 

​We will always try and be as accommodating as possible but we do try to ship your order as quickly and efficiently as possible therefore after the 30 minute window, sometimes this may not be possible to cancel orders. 

Please email hello@wild-ivy.com for more information or to request a cancellation.