Return Policy
Eligible Returns
- Items must be purchased directly from ivyusa.com.
- Products must be unopened, unused, and in their original packaging with all seals intact.
- Returns must be initiated within 10 days of delivery.
- Return shipping is $6.95, deducted from any refund. Shipping fees are non-refundable.
To Start a Return
- Go to https://account.ivyusa.com
- Sign in to your account
- Select “Request return” for the order you’d like to return.
- Choose the items, select a return reason, and add a note if needed.
- Submit your request.
- If approved, a prepaid return label will be emailed to you.
- Ship your return within 5 days. Requests not shipped within 5 days will be cancelled and will no longer be eligible for refund if returned.
- Once received and approved, refunds are issued to your original payment method within 10 business days of return delivery.
Important Notes:
- A prepaid return label will be provided once your return is approved.
- Do not send returns to our corporate offices. Returns sent to the wrong address or without tracking may not be eligible for a refund.
- All returns are inspected. Items that do not meet return requirements will not be refunded or sent back.
- If the carrier does not show your return as delivered, a refund cannot be issued.
- Cancelled returns cannot be re-opened or re-approved.
Non-Refundable Items
- Clearance or final sale items
- Free gifts or promotional items
- International or bulk/wholesale orders
- Opened, used, or swatched products
Additional Refund Information
- Refunds reflect the amount actually paid after promotions and discounts.
- If returning items causes your order to fall below a promotional threshold (e.g., free shipping or a free gift), the value of that promotion may be deducted from your refund.
- If a free gift was included and your return disqualifies the promotion, the gift must also be returned unused; otherwise, its retail value will be deducted.
- Opened, used, or swatched products
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 modify orders once placed. If you need to make a change, the original order must be canceled (if possible) and a new order submitted.
Orders often begin processing shortly after submission and may be automatically picked, packed, and labeled. While we’ll do our best to accommodate cancellations, we cannot guarantee that a request will be processed in time.
If your order has already shipped, you may request a return for eligible items under this policy.
Exchanges
We do not offer direct exchanges. To receive a different item, please return your original purchase per this policy and place a new order.
Return to Sender
Orders returned to us us by the carrier are not automatically refunded.
If you believe your order was Returned to Sender, please contact us within 10 days of the original delivery attempt. Once we have your order details, we can confirm whether the package was returned and process a refund minus the standard $6.95 return fee.
Refunds are issued to your original payment method once the return has been received and confirmed.
Missing or Damaged Items
If your order arrives with missing or damaged items, email hello@ivyusa.com within 48 hours of delivery. Include your order number and any photos to expedite review.
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 It
- Wait 48 hours — USPS may mark packages delivered early.
- Double-check your shipping address.
- Look around your delivery area (porch, side door, mailroom, etc.).
- Ask neighbors or building staff.
- Contact the shipping carrier to file a claim.
For USPS packages, you can start a Missing Mail search here.
IVY Beauty is not responsible for lost, stolen, or misdelivered packages once marked as delivered, but we can provide documentation or tracking details to support your claim.
Freight Forwarders & Third-Party Shipping
If you use a freight or parcel forwarding service, our responsibility ends once your order is delivered to that address. IVY Beauty is not liable for loss, damage, or theft beyond that point. Refunds, replacements, or compensation will not be issued for such shipments.
All further shipping, customs, and documentation must be managed by your forwarding company.
By choosing a forwarding service, you accept full responsibility for your order’s condition and security once delivered to them.
Legal Disclaimer
IVY Beauty reserves the right to refuse any return that does not meet the conditions of this policy. Items ineligible for refund will not be returned.
All returns and refunds are subject to approval. We may revise this policy at any time without notice.
IVY Beauty is not liable for delivery issues resulting from incorrect addresses, carrier delays, or damage during transit.
Order Misuse & Policy Abuse
Customers are expected to place orders in good faith. Orders attempting to manipulate promotions, rewards, or processes may be reviewed, canceled, or consolidated at our discretion. When orders are combined, shipping fees from each order will not be refunded.
Filing a payment dispute or chargeback for a correctly fulfilled order violates our terms. IVY Beauty reserves the right to refuse service to customers who engage in chargeback abuse or bad-faith transactions.
We monitor for suspicious activity. Orders using false information, manipulating pricing or promotions, or showing excessive returns/disputes may be canceled. Repeat offenders may be restricted from future purchases.
See our Terms & Conditions for more on account use and conduct.
Arbitration Clause
By purchasing from ivyusa.com, you agree that any dispute or claim relating to your use of the website or any product purchase 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.
Limitation of Liability
Please review all product labels before use and perform a patch test to check for allergic reactions or sensitivities.
IVY Beauty is not liable for adverse reactions or injuries resulting from product use. Consumers are responsible for proper use and patch testing.
Effective: November 2025