Effective Date: 11 September 2026
At Ivy & Lily, we want every customer to shop with confidence.
This Refund Policy explains how you can return an item, request a refund, or request an exchange in accordance with the Australian Consumer Law (ACL) and our store policies.
Nothing in this Policy limits your rights under the ACL.
1. 30-Day Change-of-Mind Return Window
In addition to your rights under the ACL, we offer a 30-day change-of-mind return period from the date of delivery.
To be eligible for a change-of-mind return:
- The item must be unused, unworn, and in original condition
- All original packaging, tags, and accessories must be included
- Proof of purchase (order ID or receipt) must be provided
Items that show excessive wear, damage, misuse, or modification after delivery may not qualify for a refund unless the item is faulty under the ACL.
To initiate a return, please contact us:
Email: info@ivylilymelbourne.com
Include your order number and the reason for your return.
- The correct return address
- A prepaid return label (if applicable)
Please do not send items back without contacting us first.
This ensures your return is processed correctly.
Faulty, Damaged, or Incorrect Items (ACL Guarantee)
If your item is faulty, damaged, or not as described, return shipping is free.
Under the Australian Consumer Law, you may be entitled to:
depending on the nature of the failure.
Change of Mind (Store Policy)
The customer is responsible for return shipping costs.
We do not charge restocking fees.
Once your return arrives at our returns centre and is inspected:
- We will email you to confirm approval or rejection
- Approved refunds are processed within 5-10 business days to your original payment method
- Depending on your bank, it may take up to 14 business days for the refund to appear
If your return does not meet the eligibility criteria, we will contact you to discuss the available options.
Returned items are typically inspected within 1-3 business days after arrival.
If you wish to exchange an item:
1. Contact our support team first
2. We will check stock availability
3. We may advise returning the item for a refund and placing a new order
This ensures accuracy and faster processing.
6. Faulty, Damaged, or Incorrect Items (Australian Consumer Law)
If an item arrives damaged, faulty, or incorrect:
- Contact us as soon as reasonably possible
- Provide photos, your order number, and a brief description
Under the ACL, you are entitled to a remedy if a product has a major failure or minor failure.
depending on the circumstances and your rights under the ACL.
This does not affect your 30-day store return window.
Customer Service Hours: Monday-Friday: 9:00-17:00 (AEST/AEDT)
Email: info@ivylilymelbourne.com
Support is operated from the Netherlands, with dedicated English-language assistance for Australian customers.
We typically respond within 24 hours on business days.
This online store is operated by:
ELK Product, Sole Proprietorship
Registration Number: 86627902
Business Address: Hurksestraat 19, 5652AH Eindhoven, Netherlands
For shipping timeframes and delivery information, please see our Shipping Policy.
