Returns & Refund Policy

**Refund & Return Policy**

Welcome to **ivorymall**! We want you to love every purchase, but we understand that sometimes things just don't work out. Please read below for our return and refund guidelines.

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**1. Return Window**

You have **30 days** from the day you receive your item to request a return. Unfortunately, any requests submitted after that time won't be eligible.

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**2. Return Eligibility & Conditions**

To qualify for a full refund, returned items must meet the following requirements:

- **Condition:** The item must be unused, unwashed, unaltered, and in the same condition as when you received it.
- **Packaging:** It must be returned in its original packaging, with all tags, labels, and hygiene seals still attached and intact.

**Non-Returnable Items:** For hygiene and safety reasons, we cannot accept returns on the following:

- Underwear, swimwear, and bodysuits
- Socks and personal care items
- Cosmetics and beauty products
- Items purchased during "Final Sale" clearance events

**3. Return Shipping & Fees**

- **Return Shipping Fee:** A flat fee of **AED 20** will be deducted from your refund to cover return logistics.
- **Initial Shipping Fees:** Please note that the shipping cost you paid at the time of purchase is non-refundable.

**4. How to Initiate a Return**

To start a return, simply follow these steps:

1. Reach out to our Customer Support team via **Email Support:** [email protected] or **Contact Number:** +971 50 224 3241.
2. Provide your order number, the item(s) you'd like to return, and the reason for the return.
3. Our team will review your request within **1 to 3 business days**. Once approved, we'll arrange a courier pickup or give you further instructions.

**5. Refund Processing & Timelines**

- **Inspection:** After your return is picked up and arrives at our warehouse, we'll check the item's condition.
- **Approval Notice:** We'll email or SMS you to confirm whether your return has been approved or rejected.
- **Refund Method:** Approved refunds will be credited back to your original payment method (credit/debit card).
- **Processing Time:** It usually takes **7 to 14 business days** for the refund to show up in your account, depending on your bank or card issuer.

**6. Exchanges**

We currently don't offer direct exchanges. If you'd like a different item, the quickest way is to return the one you have and place a new order separately once the return is approved.

**7. Damaged, Defective, or Incorrect Items**

Please check your order as soon as it arrives. If you receive a faulty, damaged, or incorrect item, contact us **within 48 hours** of delivery with your order number and clear photos or videos. We'll arrange a free replacement or a full refund for you.

**8. Contact Us**

Have more questions about returns or refunds? Feel free to reach out:

- **Email Support:** [email protected]
- **Contact Number:** +971 50 224 3241 (Available on Business Days Only)