Policy and FAQ


At Ivory and White, we believe in creating a seamless and enjoyable shopping experience for our customers. This page is your go-to resource for all the essential information about our policies, including delivery, returns, and privacy, as well as answers to frequently asked questions.

Whether you’re curious about processing times, sizing details, or how to place a custom order, you’ll find everything you need right here. We’re committed to transparency and exceptional service, so if you can’t find what you’re looking for, our friendly customer service team is always ready to assist.

Explore our policies and FAQs to shop with confidence and ease.

 

Refund and Return Policy
At Ivory and White, we strive to ensure you’re delighted with your purchase. If you’re not completely satisfied, we offer a flexible return policy:

  • Eligibility: Items must be returned within 30 days of delivery, unworn, unwashed, and in original packaging with tags intact.
  • Non-Returnable Items: Customised pieces, sale items, and intimate wear (e.g. sleepwear) are non-refundable unless faulty. Customised pieces include any item that has been altered from our standard Australian sizing, as each piece is made to order specifically for you.
  • Process: Contact our customer service team to initiate a return. Once we receive and inspect the item, a refund or exchange will be processed.
  • Shipping Costs: Return shipping costs are the customer’s responsibility unless the item is faulty.

Shipping Policy
We deliver elegance right to your door with secure and reliable shipping.

  • Processing Times: Orders are processed within 2-3 business days. Customised items may take longer.
  • Domestic Shipping: Ivory and White offers free shipping on all of our orders!
  • International Shipping: Available for select countries with calculated rates at checkout. Customs fees may apply.
  • Tracking: All orders include tracking information for peace of mind.

Privacy Policy
Ivory and White values your privacy and is committed to protecting your personal information.

  • Data Collection: We collect only the necessary information to process your order, such as name, address, and payment details.
  • Usage: Your data is used solely for fulfilling orders, providing customer support, and sending promotional offers (if opted in).
  • Security: All sensitive data is encrypted and securely stored.
  • Third Parties: We never share your information with unauthorised third parties.

Custom Orders Policy
We love bringing your vision to life! Here’s how our custom orders work:

  • Lead Time: Custom pieces typically take 4-6 weeks to craft, depending on the design.
  • Payment: 100% payment must be made before we begin production.
  • Changes: Design changes after order confirmation may incur additional costs.
  • Returns: Custom orders are final sale and non-refundable unless faulty.

Frequently Asked Questions (FAQs)

1. How long will my order take to arrive?
Due to high demand, delivery may take up to 8 weeks. Once your order has shipped, you’ll receive a confirmation email with tracking details to follow your package’s journey.

2. Do you offer free shipping?
Yes, we’re delighted to offer free delivery on all orders.

3. Can I return an item if it doesn’t fit or I change my mind?
Yes, we accept returns within 30 days of delivery for items that are unworn, unwashed, and in their original condition with tags attached. Custom pieces, sale items, and intimate wear are non-refundable unless faulty.

4. How do I initiate a return or exchange?
To start a return or exchange, please contact our customer service team with your order details, and we’ll guide you through the process.

5. Do you offer custom designs?
Yes, we’re thrilled to offer custom orders! Please allow 4-6 weeks for production. A 50% deposit is required upon confirmation, with the balance due before dispatch. Note that custom orders are non-refundable unless faulty.

6. How do I choose the right size?
Each product includes a detailed sizing guide to help you find the perfect fit. If you’re unsure, our customer service team is happy to assist.

7. Can I purchase from outside Australia?
Yes, we ship internationally to select countries. Shipping fees and customs duties may apply.

8. How do I care for my Ivory and White pieces?
We recommend hand washing delicate fabrics and avoiding harsh detergents. For specific care instructions, refer to the care label included with your item.

9. Do you offer gift packaging?
Yes, all our items come beautifully packaged, making them perfect for gifting or a special treat for yourself.

10. How can I contact customer service?
You can reach our friendly team via email at michelle@ivoryandwhite.com.au or through the contact form on our website. We aim to respond within 48 hours.