Refund policy

Returns 
Returns are valid for EXCHANGE OR STORE CRDIT ONLY. Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange or store credit.

To be eligible for an exchange or store credit, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

All sale items are final sale and not eligible for an exchange or store credit.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items.                                                                     

-All custom items (monograms, etc.) are non-refundable, non-returnable, and non-exchangeable. We will always double check before we create your customer order, but please remember that The Ivory Palm is not responsible for errors made by the customer when entering personalization for custom items. We do not change the order of the initials entered during the order process, so it is your responsibility to confirm the initials/name/text are displayed as you wish them to appear on the product prior to completing the transaction. Once you have placed an order through our website, you will receive a confirmation email. Please take this opportunity to confirm that all order details are correct. Should you notice that the personalization was entered incorrectly, contact us immediately theivorypalm@gmail.com

To complete your exchange or store credit, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately all sale items are final sale. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at theivorypalm@gmail.com and we will provide the address to send it to.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
 

Shipping
To return your product, you should email us at theivorypalm@gmail.com and a shipping address will be provided.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.  

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.