Returns & Refunds
Return Policy
We accept returns on eligible products within 10 days of delivery.
Eligible Returns:
- Items must be purchased directly from ivyusa.com
- Products must be unopened, unused, and in original packaging
- All seals must be intact
- Returns must be initiated within 10 days of the delivery date
To Start a Return:
- Email hello@ivyusa.com with your order number and reason for return.
- If approved, return instructions will be provided.
- Ship the item using a trackable service within 5 days of approval.
Returns that are sent outside of this window will not be refunded or returned to you. - Once received and approved, any eligible refund will be issued to your original payment method within 10 business days of return delivery.
Please Note: If your return is approved, you’ll receive the correct return address. Do not send items to our corporate offices, they are not equipped to process returns. Returns sent to the wrong address or without tracking may not be processed or refunded. All returns are subject to inspection. Items that do not meet our return requirements will not be refunded or returned. If your return does not show as delivered in the carrier’s system, we cannot issue a refund.
Non-Refundable Items:
- Clearance or final sale items
- Free gifts or promotional items
- International or bulk/wholesale orders
- Opened, used, or swatched products
Refunds will reflect the actual amount paid after any discounts or promotional offers. If a return causes your order to fall below the threshold for a promotion (e.g., free shipping or a free gift), the value of that benefit may be deducted from your refund.
If a free gift was included with your order and the return disqualifies the promotion, the gift must also be returned in unused condition. If not returned, the retail value of the gift will be deducted from your refund.
In cases where the return value is less than the cost of return shipping, we may not be able to approve a return or issue a refund.
Return shipping is the customer's responsibility. Shipping fees are non-refundable.
Not sure about a shade or formula?
We recommend visiting a retail partner to test in-store before purchasing. You can find store locations here, which include a variety of IVY Beauty brand offerings. Availability may vary, we suggest calling ahead to confirm the item you're looking for.
Cancellations & Order Changes
To cancel an order, please email hello@ivyusa.com as soon as possible.
We're unable to make changes to orders once they're placed. If you need to update something, the original order must be canceled (if possible) and a new order submitted.
Orders often begin processing shortly after they're placed, and many are picked, packed, and labeled quickly through our automated warehouse system. While we'll do our best to catch your cancellation request, we can't guarantee it will be processed in time.
If your order has already been marked as shipped, you're welcome to request a return for eligible items in accordance with our Return Policy.
Exchanges
We do not offer direct exchanges. If you would like a different item, please request a return for the original item in accordance with our Return Policy and place a new order separately.
Return to Sender
Orders that are returned to sender due to incomplete or incorrect address information, refusal at delivery, or failure to retrieve the package are not eligible for automatic refund.
While some return-to-sender packages may reach our facility, we cannot guarantee receipt, timely processing, or notification. If you believe your package was returned to us, please contact us within 10 days of the original delivery attempt.
If we're able to locate your return, we're happy to either:
- Reship your order for a $5.99 fee, or
- Process a refund minus the actual shipping cost (i.e., the amount we paid to ship your order, regardless of any shipping charge) and a $2.99 restocking fee.
Missing or Damaged Items
If your order arrives with missing or damaged items, please email hello@ivyusa.com within 48 hours of delivery. Be sure to include your order number and any applicable photos so we can assist you quickly.
Claims reported more than 7 days after delivery may not be eligible for refund or replacement.
If your tracking shows "delivered" but you haven't received your package:
- Wait 48 hours: USPS may mark packages as delivered in advance
- Double-check the shipping address on your order confirmation
- Look around your delivery area (porch, side door, building mailroom, etc.)
- Ask neighbors or building staff
- Contact the shipping carrier to file a claim
For USPS packages, you can find guidance and start a Missing Mail search here: https://www.usps.com/help/missing-mail.htm
IVY Beauty is not responsible for lost, stolen, or misdelivered packages once marked as delivered by the carrier. However, we're happy to provide documentation or tracking details to support your claim if needed.
Freight Forwarders & Third-Party Shipping
If you use a freight or parcel forwarding service, our responsibility ends once the order is confirmed delivered to the address provided at checkout. After this point, IVY Beauty is not liable for loss, damage, theft, or defects, and no refunds, replacements, or compensation will be issued.
All shipping, customs, and documentation beyond that point are managed by the forwarding company. Questions regarding duties, values, or delivery must be directed to your forwarder.
By choosing to ship through a forwarding service, you accept full responsibility for the condition and security of your order once it has been delivered to them.
Legal Disclaimer
IVY Beauty reserves the right to refuse any return that does not meet the conditions outlined in this policy. Items ineligible for refund will not be returned.
All returns and refunds are subject to approval. We may update or revise our shipping and return policies at any time without notice.
IVY Beauty is not liable for delivery issues resulting from incorrect shipping addresses entered at checkout, delays caused by the shipping carrier, or damage incurred in transit.
Order Misuse & Policy Abuse
Customers are expected to place orders in good faith. Orders that attempt to manipulate promotions, rewards, or operational processes may be reviewed, cancelled, and/or consolidated at our discretion. When multiple orders are combined, shipping fees from each order will not be refunded.
Filing a payment dispute or chargeback for an order that was correctly fulfilled and delivered to the address provided constitutes a violation of our terms. IVY Beauty reserves the right to refuse service to customers who engage in chargeback abuse or bad-faith transactions.
We actively monitor for suspicious activity. Orders placed using false information, manipulation of pricing or promotions, or patterns of excessive returns or disputes may be canceled. Customers who engage in this behavior may be restricted from accessing or purchasing from our site in the future.
For more on account use and customer conduct, please refer to our Terms & Conditions.
Arbitration Clause
By purchasing from ivyusa.com, you agree that any dispute or claim relating to your use of the website or any product purchased will be resolved by binding arbitration, rather than in court, except where prohibited by law. You also agree that such claims will be handled individually, not as a class action. The Federal Arbitration Act and federal arbitration law apply to this agreement.
Limitation of Liability
Please review all product labels before use. We recommend performing a patch test before full application to check for allergic reactions or sensitivities.
IVY Beauty is not liable for any adverse reactions or injuries resulting from the use of our products. It is the responsibility of the consumer to use our products as directed and to perform a patch test before full application.
Effective: September 2025