CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
If for any reason you are not completely delighted with your purchase, we will accept a return for an exchange, full item refund or a gift voucher.
Your item must be in the original packaging, with all tags still attached and in a re sellable condition if not the item will be returned back to yourself. We will also not be held responsible for any items damaged upon receipt back to us so please ensure all items are securely packaged.
All furniture pieces must be returned in the original packaging and there will be a £30 re-stocking fee. Please note this is for full priced items, sale items are exchange only.
Additionally, for all orders over £100 if you are to return all items within your order we will reduce 5% from your refund to cover our processing fees. As a small business the processing fees we incur from returns can become increasingly expensive to ourselves so this small fee will cover this charge. If you purchase a sale item or use a discount code offering additional money off from our usual 10% you agree that any returns won't be accepted for a refund but only for an exchange/credit note.
Handmade to order items may also not be returned unless faulty or you have received the incorrect items; this will include all items made from The Knot Barn, Knotso Bouqiue & Luna & Wild. This is due to these being handmade to order specifically for yourself.
Perishable items including pampas grass, pampas wreaths and our dried flower kits are also non returnable.
Returned items must be received within 14-days of receipt for UK orders and 30 days for international orders.
We aim to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail.
The refund will be processed back to your original method of payment. Please note we do not contact you when an item arrives back to us, but only once your refund / exchange has been issued 10-14 working days later.
We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
We're really sorry if we've made a mistake with your exchange/refund. Please send us a message at firstname.lastname@example.org so we can fix this for you right away.
We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us an image so we can look into this & organise for another one to be sent to you!
We're really sorry if we've made a mistake with your order. Please send us a message so we can fix this for you right away.
We're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
Please allow up to 14 working days for your parcel to be returned to River & Ivy We will send you a confirmation email receipt once your return has been refunded. If you haven’t heard any communication from us after the 10 working day timescale, please contact our customer care team with your order number and details of the items returned.
If you've returned more than one order in the same parcel, please allow 72 hours for all your returns to be completed.