Our Refund/Exchange Policy

(updated April 15, 2021)


  • Effective April 27 2021 refunds will be subject to a $5 restocking fee per item.  We regret having to introduce this fee but it takes considerable time and effort to handle returns and ensure that returned products are fully checked and prepped for resale. We want to continue to offer flexible and easy returns, and recovering a small portion of our cost for returns will help to keep our product prices as low as possible.
    • Returns/exchanges for eligible items only (see below) are available up to 14 days from delivery of your order.
    • Original shipping costs are non-refundable.
    • Refund amounts and exchange values will be adjusted to reflect discount rules and free-shipping threshold policy applied to the original order.
    • Please note for items on sale or where prices are reduced by coupon or discount code (i.e. amount paid is reduced from original price): Unless otherwise stated in product/sale descriptions: (a) items on sale that are reduced or discounted by coupon or discount code by 40% or more off the original price, or indicate "Final Sale" in the product title or description, are final sale (no refunds or exchanges); (b) Items on sale that are reduced or discounted by coupon or discount code by less than 40% off the original price are exchange or store credit only (no refunds).
    • This policy may be updated at any time without notice.
    • See below for all terms and conditions.

    NOTE: We can only process return requests (refund or exchange) that are submitted using the following link (please no emails or DM's on social media).

    After reading this entire Refund/ Exchange Policy,


    Additional Detail

    Eligible items must be unused, unworn, unwashed, in the same condition you received it, and in the original packaging with all original tags attached.

    The following items are NOT eligible for return (refund or exchange):

    • Items marked as "Final Sale" in the product or collection title and/or item description, and other sale/discount items with return/exchange limitations as described in the title and/or description
    • any item not in its original condition, is damaged not due to our error, or has been worn or washed
    • tags have been removed
    • any item that is returned, or a return request is submitted, more than 14 days after delivery
    • items damaged when the washing directions were not followed. Please read and follow washing directions carefully
    • gift cards

    See "Return Shipping” section below for details on shipping your return.

    REFUNDS (during the 14-day return period, eligible items only)

    Once your return is received and inspected, if approved (see terms above), a refund will be issued back to the original method of payment and you will be notified. Please note the $5 restocking fee per item and the 'DISCOUNTED ORDERS/ITEMS' section below for refund calculations.

    EXCHANGES (during the 14-day return period, eligible items only)

    Once your return is received and inspected we will notify you of the approval or rejection of your exchange (see terms above), and process/ship you the replacement item(s) if stock is available. If the desired item is not available we will either issue you a refund (see 'REFUNDS' section above) or store credit (see sale item restrictions), subject to the $5 restocking fee per item.


    Refund and exchange amounts will be calculated based on what the prices and discounts would have been for the adjusted cart in consideration of the returned/exchanged items. For example, if an item from a 3-item order is returned, any 3-item volume discount applied to the original order would be replaced with a lesser 2-item discount in effect at the time. In this case the item refund amount will reflect this difference and will be less than the item price noted on the website and on the original invoice.

    Note that if the original order qualified for free shipping but the adjusted order after return would not have qualified for free shipping, your refund amount will be reduced by our standard shipping amount.


    Return shipping instructions will be provided after you start your return/exchange claim in our returns/exchange centre. See following sections.

    Defective or Not-As-Ordered Merchandise

    We will cover shipping costs arranged by us for the return/exchange of defective or not-as-ordered merchandise during the 14-day return period. Original shipping costs are non-refundable.

    Discretionary (e.g. fit/size, colour, style) Returns/Exchanges

    The 14-day return period applies (eligible items only - see above exclusions). Buyer is responsible for return shipping costs. Original shipping costs are non-refundable.

    Calgary Returns/Exchanges 

    We have a drop-off location in SE Calgary. If your request for return/exchange is accepted (via our return/exchange process and link) Calgary returns can be dropped off at this location.  Pre-arranged exchanges may also be made at that location. Email info@ivorylaneboutique.com for instructions.