Change of mind

We do not offer refunds or credit notes for change of mind, so please choose products carefully. However, we may, at our discretion and on a case-by-case basis to offer exchanges for change of mind, provided that the customer covers any postage or administration fees required. Requests for exchanges must be made within 5 days of receiving the goods, with proof of purchase provided.

Conditions for exchanges

- Proof of purchase is provided
- The merchandise is in its original, pristine condition with all tags attached
- The customer is responsible for covering return postage and redelivery fees.
- Exchanges must be made through the same channel from which they were purchased (in-store for retail orders, via post for online orders).

 

 

 

Faulty, damaged, or incorrectly described items 

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. In the unlikely event that your product is not of acceptable quality, is damaged or is different from its description, then you may be eligible for a refund, replacement, exchange or any drop in value of the product (if you choose to keep it).

If a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Holly and Ivy may choose not to provide a refund or exchange.

Refunds will be issued for damaged or faulty goods if the customer does not wish to have the items replaced. All claims must be made within 5 business days of receiving goods with proof of purchase provided.

Process for reporting damaged or faulty items:

 

1) Take a photo of the damaged goods and do not dispose of them, as we may request for the item to be sent back to our Warehouse.
2) Send an email to hello@hollyandivy.com.au, providing images of the faulty items, proof of purchase (receipt or order reference number), name, and desired outcome, within the 5 business day timeline.
3) Await our response and further instruction for resolving the matter. We will arrange return postage on your behalf and cover associated costs.
4) All items must be kept in their original packaging when returned.

Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase.

 

Pre-order

We occasionally offer pre-orders on selected items, allowing customers to receive early access to our collections and secure items before they arrive. Please read the description carefully to understand the expected arrival period, as this date may change due to factors beyond our control. You will be charged at the time of placing a pre-order, and the same stipulations apply as for regular orders.