Return policy

We want you to love every piece you order from us.

If for any reason something isn’t quite right, returning your order is simple and stress-free.

You have 60 days from the day you receive your parcel to request and send back your return.

Eligibility for Returns

To be eligible for a return, items must:
– Be in their original condition (unworn, undamaged, and unwashed)
– Include all original tags and packaging
– Be returned within the 60-day window

If you’re unsure whether your item qualifies, simply email us — we’re happy to help.

How to Start a Return

Just send a quick email to info@elmandivory.co.uk with your name, order number, and reason for return.
Our team will provide you with the correct return address and simple step-by-step instructions.
Please note that returns sent without prior contact can’t be accepted, as we want to make sure your parcel reaches us safely.

Return Shipping

Return shipping costs are at your own expense.
You’re welcome to use any courier of your choice — we recommend selecting one with a tracking option for peace of mind.
Every return is handled personally by our London-based team to ensure it’s processed with care.

Damaged or Incorrect Items

We’re truly sorry if something arrives not as expected.
Please check your parcel upon arrival and contact us immediately at info@elmandivory.co.uk if your item is damaged, defective, or incorrect.
We’ll review the issue and make it right as quickly as possible — at no extra cost to you.

Sale Items

Items purchased during special events (such as our Black Friday or Christmas promotions) are final sale and therefore not eligible for return or exchange, unless faulty.

Exchanges

If you’d like to exchange an item for a different size or colour, simply return the original and place a new order once your return has been accepted.
This ensures your preferred item is reserved before it sells out.

Refunds

Once your return has arrived and been inspected, you’ll receive an email confirming whether your refund has been approved.
Approved refunds will be processed to your original payment method.
Please allow a few business days for your bank or credit card provider to finalise the transaction.

Our Promise

At Elm & Ivory, we believe that trust is earned through care and honesty.
Every return is handled with respect — no hidden rules, no unnecessary delays.
If you ever have a question or concern, we’re always here to listen and help: info@elmandivory.co.uk