Refund policy
RETURNS AND REFUNDS POLICY
1. Change of Mind
1.1 We do not offer refunds for change of mind. On full-price items only, we may at our discretion and on a case-by-case basis issue a store credit. Requests must be made within 5 days of receiving the goods, with proof of purchase provided.
1.2 To be eligible for a store credit, the following conditions must all be met:
a) Proof of purchase is provided.
b) The merchandise is in its original packaging, in pristine condition with all tags attached.
c) For change of mind returns, the request must be made through the same channel as the original purchase.
d) Direct correspondence with our customer service team must be made prior to returning the item.
1.3 Store credits issued for change of mind are not redeemable for cash and can only be redeemed through the Holly and Ivy website. Store credits cannot be used to purchase gift cards.
1.4 The customer is responsible for any postage or administration fees associated with the return.
1.5 Store credits or returns cannot be issued for food items.
1.6 Please note: we are unable to cancel, add to, or remove products from any online order after it has been placed.
2. Sale Items
2.1 Sale items include but are not limited to warehouse sale items, clearance items, promotional items, and discounted items.
2.2 We do not offer returns, exchanges, store credits, or refunds for change of mind on any sale items. Please choose carefully, as we are unable to make exceptions for sizing, preference, or change of mind. This does not affect your rights under the Australian Consumer Law, including consumer guarantee rights, which apply to all goods including sale items. If a sale item is faulty, damaged, or does not match its description, please see clause 2.4 below.
2.3 Items marked as seconds, samples, or damaged are sold with specific imperfections disclosed in the product listing and reflected in the reduced price. Returns or refunds will not be offered in respect of those specific disclosed faults or imperfections. This exclusion applies only to the fault or imperfection that was clearly and specifically identified at the time of purchase. Your rights under the Australian Consumer Law in respect of any other fault or defect, or any fault not identified at the time of purchase, are not affected.
2.4 For any consumer guarantee claims relating to sale items, please contact us at online@hollyandivy.com.au within 5 business days of receiving your order, including your order number and clear photos of the product. All claims will be assessed in line with Australian Consumer Law.
3. Faulty, Damaged, or Incorrectly Described Items
3.1 Where a product has been damaged through misuse, accident, or abnormal use, we may take that into account when assessing any claim for a refund, replacement, or exchange.
3.2 Refunds will be issued for damaged or faulty goods if you do not wish to have the items replaced. Refunds will be issued using the original payment method where possible.
3.3 To assist us in resolving your claim promptly, we request that you notify us of any damaged, faulty, or incorrectly described goods within 5 business days of receiving your order.
3.4 Process for reporting damaged or faulty items:
a) Take clear photos of the damaged goods and do not dispose of them or their packaging, as we may request that the item be sent back to our warehouse.
b) Send an email to online@hollyandivy.com.au within 5 business days, providing images of the faulty items, proof of purchase (receipt or order reference number), your name, and your desired outcome.
c) Await our response and further instruction. We will arrange return postage on your behalf and cover the associated costs.
d) All items must be kept in their original packaging when returned.
4. Pre-Orders
4.1 Please read the product description carefully to understand the expected arrival period. Estimated arrival dates for pre-order items are subject to change due to supplier and shipping delays outside our control.
4.2 Payment is collected at the time of placing a pre-order. The same conditions as regular orders apply, including in relation to returns, refunds, and consumer guarantees.
4.3 For full details on your cancellation rights in relation to pre-orders, please refer to our Purchase Options Cancellation Policy.
5. Contact Us
For any questions about your order or this policy, please contact us:
· Email: online@hollyandivy.com.au
· Phone: (03) 9917 3171 Monday to Friday, 10:00 AM - 4:00 PM
Our address is 25 Longford Road, Epping, Victoria 3079
6. Your Rights Under Australian Consumer Law
6.1 Our products come with consumer guarantees under the Australian Consumer Law that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Returns and Refunds Policy last updated: June 2026