Returns, Exchanges, and Shipping Policies
Returns, Exchanges, and Shipping Policies:
We genuinely care about our customers, and we consider anyone who connects with the Aqua and Ivy community to be part of our travel family. Your satisfaction is important to us, as we strive for excellence within the company and through manufacturer relationships as well.
Although our policy holds that all sales are final, we will make an exception for either of the following circumstances:
- The item received was not the item ordered
-The item is damaged or faulty upon arrival
*We do not issue a refund or exchange for a change of mind. However, if you have ordered an article of clothing that does not fit, please email us and we will work with you to issue an exchange or find a solution that meets your needs.
If your item arrives as one of the above exceptions, please follow the return guidelines below.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and will be inspected upon return.
While we grow and add more products, there are certain types of goods which will forever be exempt from being returned. Returns will never be accepted on any perishable goods, intimates, products containing hazardous materials, flammable liquids or gases, or similar items of this nature.
Additional non-returnable items:
Personalized or Monogrammed Products
Some Health and Personal Care Items
Also, returns will NOT be accepted on:
Any item that is not in its original condition
Any item that is damaged or missing parts for reasons NOT due to our error
Any item that is returned more than 30 days after delivery
To complete your return, we require an e-receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. Follow the process as outlined below:
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you on the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, once the return is processed.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, or if you have purchased an article of clothing that does not fit, please send us an email at email@example.com and we will guide you through the proper steps to take, and provide you with a return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, the gift credit and instructions for use will be emailed to you.
If the item was NOT marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, you must provide (the gift giver's) proof of purchase in order to receive a credit or exchange (or refund if the item is damaged).
Shipping (Returns & Exchanges)
To return your product, you must, first, send us an email at: firstname.lastname@example.org. We will then notify you of the next steps and provide you with a return address.
If you are exchanging an item that is NOT faulty or damaged, you will be responsible for paying your own shipping costs to return the item for exchange. Shipping costs are non-refundable. If you receive a refund for a damaged or faulty item, the cost of return shipping will be deducted from your refund.
Depending on where you live, and the origin of the exchanged product, the time it may take for your exchanged product to reach you may vary, and could possibly take up to, or even exceed, 45 days or more. If it has been 45 days, and you have not received your exchanged product, please send us an email and we will follow up with the manufacturer and provide you with an update as soon as possible.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we strongly advise using one of these options. Aqua and Ivy is not responsible if the item gets lost in transit.
The buyer is responsible for all return and shipping costs. If the item is not returned in its original condition, it is the responsibility of the buyer. Aqua and Ivy is not responsible for any loss in value.
At this time, we ship to the following locations worldwide:
US, Canada, Australia, New Zealand, France, Italy, Austria, Germany, Switzerland, Netherlands, Belgium, Spain, Greece, Poland, Portugal, Sweden, Denmark, Norway, Finland, United Kingdom, Ireland, Japan, Luxembourg, Israel, Mexico, and Brazil.
Prices are shown in US Dollars. For conversion, we suggest using a currency converter.
Any import duties, VAT, customs fees, tariffs, handling fees, taxes, brokerage fees, etc. are the sole responsibility of the customer.
Orders ship on business days, Monday through Friday, excluding holidays.
All orders require a street address and cannot be shipped to a P.O. Box.
It is the buyer's responsibility to provide the correct shipping shipping address. Aqua and Ivy is not liable if incorrect details are given.
Shipping methods may vary for shipping addresses and certain items.
We source our chosen products from a variety of reputable and verified vendors and manufacturers around the world, and we encourage you to provide feedback. We value your experience, and your feedback helps us to improve as we grow and continue to provide the highest quality of products and services in the future.
Because our products are imported from various locations around the world, the shipping times will vary. Please allow an estimated 7-30 business days for any items that ship internationally. Occasionally, it is possible for shipping to exceed these times, but this is extremely rare. Please keep in mind that items within a large order will usually arrive separately and at different times, depending on the manufacturing locations.
Aqua & Ivy reserves the right to hold, cancel, or decline any order with security concerns or suspicious behavior. If this happens, you will be notified, and additional information may be requested. This may require extra processing time, and we are not responsible for the delay. If not resolved, you will be refunded the purchase amount and your order will not ship.
We appreciate your business and thank you for shopping at Aqua and Ivy!