Refund policy
Returns, Refunds & Cancellations — Ivory Orchid LLC
30-Day Returns
You may request a return within 30 days of the date your order is delivered. Returns are free: once your return is approved, we email you a prepaid return shipping label at no cost, and there is no restocking fee.
Trying On Your Earrings
So you can assess fit before deciding, one earring from each pair may be tried on. The second earring is secured with a tamper-evident security tag. Please don't remove or tamper with the second earring or its tag; doing so voids return eligibility. To be eligible for a return, your piece must be in the same condition you received it, with all tags and security tags attached and intact, and in its original packaging. Returned pieces are professionally inspected and cleaned before any further handling.
How to Start a Return
Email returns@ivoryorchid.com with your order number within 30 days of delivery. After we approve your return, we'll email your prepaid label and instructions. Please ship the item within 14 calendar days of approval using that label. Items sent without an approved return, or by another shipping method, are sent at the customer's risk and may not be accepted.
Refunds
We'll inspect your return when it arrives and let you know whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days; your bank or card issuer may take additional time to post the credit. If 15 business days have passed since approval and you haven't received your refund, contact returns@ivoryorchid.com.
Exchanges
We don't process direct exchanges. To get a different piece, return the original for a refund and place a new order.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, contact us at support@ivoryorchid.com immediately, and no later than 48 hours after delivery. If your item is defective or you receive the wrong item, contact us immediately so that we can evaluate the issue and make it right.
Non-Returnable Items
Gift cards are non-refundable.
Order Cancellations
Because every Ivory Orchid piece is made to order, you may cancel within 24 hours of placing your order for a full refund to your original payment method. Email support@ivoryorchid.com with your order number. After 24 hours your piece enters production and the order can no longer be cancelled, but it remains eligible for return under this policy once delivered.
Warranty
Every piece includes a one-year limited warranty against manufacturing defects. See our Warranty page for coverage details and how to file a claim.
Questions
support@ivoryorchid.com · 833-780-7750 (Monday–Friday, 9am–5pm ET)