Refund and Returns Policy

Overview

At The Golden Ivy, we want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your item, we are pleased to offer a return option under the following terms:

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. Please see the rest of our refund and returns policy below:

Eligibility for Returns

Condition: Items must be returned in their original, unused, and undamaged condition, with all original packaging and any accompanying documentation.
Time Frame: Returns must be initiated within 30 days of receiving your order, in line with your rights under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, please contact us immediately at [email protected] We will arrange a refund and cover the return postage costs.

Refunds

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 of the approval or rejection of your refund.

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This will usually take 7 business days.

Please note that shipping costs for the return are the responsibility of the customer unless the item is faulty or incorrect.

You will receive a full refund for the item cost and shipping charged at time of purchase.

Late or missing refunds

If you haven’t 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 [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We are unable to offer exchanges as the items we sell are usually one of a kind vintage and antiques. If we do happen to have an exact item available, then we can discuss that further – this is usually only the case with items such as China.

Gifts

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, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. All refunds will be made back to the original payment method.

Shipping returns

To return your product, you should mail your product to the address on your invoice. Please reach out if you need to double check.

You will be responsible for paying for your own shipping costs for returning your item, unless an error was made on our behalf.

It is highly advised to return all items using a tracked service, and one which ensure jewellery is covered and insured. In most instances in the UK this will be the Royal Mail Special Delivery Guaranteed 1pm Service.