Refund policy

The Ivy Box Returns Policy

At The Ivy Box, we take great care in curating and packaging our gift boxes to ensure they arrive beautifully presented and ready to brighten someone’s day.

Change of Mind

If you have purchased a gift box directly from The Ivy Box and wish to return it, you may do so within 14 days of receiving your order, provided:

  • The gift box is returned complete, with all items included.
  • All items are unused, unopened and in their original packaging.
  • The gift box remains in a resalable condition.

Customers are responsible for the cost of returning unwanted items unless otherwise agreed.

Individual Items

As our products are sold as curated gift boxes, individual items cannot be returned separately. Any return must include the complete gift box and all contents.

Personalised Products

Unfortunately, we cannot accept returns on personalised or bespoke items unless they are faulty or damaged.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or with missing items, please contact us within 48 hours of delivery at jacquietyler@theivybox.co.uk providing photographs where appropriate.

We will arrange a replacement, refund or other appropriate solution in accordance with your consumer rights.

Consumable and Personal Care Products

For hygiene and safety reasons, we cannot accept returns of opened food, drink, bath, beauty or personal care products unless they are faulty.

Natural Products

Many of our products are handmade or contain natural ingredients. Variations in colour, fragrance, texture or appearance are part of their unique nature and are not considered faults.

Hot Weather Disclaimer

Some products, particularly soy wax candles and chocolates, may be affected by extreme temperatures during transit. We recommend bringing parcels indoors as soon as possible after delivery. Minor cosmetic changes caused by heat do not affect the quality or performance of the product.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.