We hope your Chains by Ivy piece feels as special as it was designed to. However, should you change your mind, you may return your order in accordance with the policy below.
You have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To request a return, please contact us within this 14-day period at hello@chainsbyivy.com, including:
Once your return request has been registered, you have a further 14 days to send the item back to us.
Please do not return an item without first contacting us, as we need to provide you with the correct return instructions and address.
Returned pieces must be:
You may carefully inspect your jewellery in the same way you would in a physical store. Please handle each piece with care. We reserve the right to deduct an amount from your refund if the item has been handled beyond what is necessary to inspect its nature, characteristics and fit, resulting in a reduction in value upon return.
Unless your order is faulty, damaged or incorrect, the cost of returning the item is your responsibility.
We strongly recommend using a tracked and insured delivery service, as returned parcels remain your responsibility until they arrive safely with us. Chains by Ivy cannot be held responsible for returns that are lost or damaged in transit.
Please retain your proof of postage and tracking information until your refund has been completed.
Once your return has been received and inspected, we will notify you by email.
Approved refunds will be issued to your original payment method. We will process the refund within 14 days of receiving your withdrawal request, although we may wait until we have received the returned item or you have provided proof that it has been sent back.
When your entire order is returned, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express, premium or alternative delivery will not be refunded.
Original delivery costs are not refunded when only part of an order is returned.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
We do not currently offer direct exchanges.
To select a different piece or size, please return your original item in accordance with this policy and place a new order through our website.
Pieces that have been personalised, engraved, altered or made specifically to your individual requirements cannot ordinarily be returned unless they are faulty, damaged or not as described.
Where an item is made to order but has not been personalised or produced according to an individual specification, your statutory right of withdrawal may still apply.
Any applicable return restrictions will be clearly shown on the relevant product page before purchase.
Every Chains by Ivy piece is carefully checked before it leaves us.
Should your order arrive damaged, faulty or different from what you ordered, please contact us at hello@chainsbyivy.com as soon as possible, including:
Please do not return the item before receiving instructions from us.
Where an item is confirmed to be faulty, damaged or incorrect, we will arrange an appropriate remedy in accordance with your legal rights. This may include repair, replacement, a price reduction or refund. Reasonable return costs for an accepted faulty or incorrect item will be covered by Chains by Ivy.
Chains by Ivy pieces are designed with organic forms, handcrafted textures and carefully selected stones.
Slight differences in colour, shape, texture, surface detail and stone appearance are part of the individual character of each piece and are not normally considered faults. Product colours may also appear slightly different depending on your screen and lighting conditions.
These variations do not affect your statutory rights where a product is defective or materially different from its description.
Please contact us as soon as possible if you wish to cancel or amend an order before it has been dispatched.
We will make every effort to assist you, but we cannot guarantee that an order can be changed or cancelled once processing has begun. Where cancellation before dispatch is no longer possible, you may return the order after delivery in accordance with this policy.
You may exercise your right of withdrawal by emailing hello@chainsbyivy.com with a clear statement that you wish to cancel your purchase.
You may also use the following model withdrawal form, although its use is not compulsory:
To: Chains by Ivy
Email: hello@chainsbyivy.com
Return address: Disclosed via email
I hereby give notice that I withdraw from my contract of sale for the following item or items:
Order number:
Item or items ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Signature, only if submitted on paper:
Date:
For return questions, please contact:
Chains by Ivy
Email: hello@chainsbyivy.com
KVK number: [your KVK number]
This returns policy does not limit or exclude any rights you may have under applicable Dutch or European consumer law.