Shipping & Returns
A Note from Our Ops Team:
While we continue to navigate and respond to current events, Ivyees is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to get your orders and refunds to you as quickly as possible. That said, due to the impact of COVID-19 on our fulfillment center—and on shipping carriers nationwide—we anticipate that both order and return processing may take longer than usual. Thank you for your patience and understanding during this time.
Order and Shipping Confirmation
You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you.
Orders can take up to 2 business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information. Please note that monogrammed items take up to four weeks to ship, no matter what shipment type is chosen. Please also note that in some cases, your order may arrive in multiple shipments (i.e., in the case of pre-order, backorder, and monogrammed/personalized items).
Where We Ship
We currently ship to U.S. addresses including Alaska, Hawaii and U.S. Territories. We ship to PO Boxes/APO/FPO by ground only. We do not deliver orders to PO Boxes/APO/FPO via expedited shipping. If you place an order to a PO Box/APO/FPO and select expedited shipping, your shipping method will be downgraded to ground.
We now ship to Canada, the United Kingdom, France, Germany and Italy and we are working on expanding to other countries soon. Please note, not all items can ship to all countries. Non-US shipping eligibility is indicated on the item detail page. Thank you so much for your patience as we expand our international presence.
Standard shipping on all orders less than $75 before taxes and shipping is $6.95 and free for all orders of $75 or more before taxes and shipping. Please note that order processing may take up to 2 business days after the order is placed for standard shipping.
Expedited shipping is $15 for UPS 2nd Day Air and $25 for UPS Next Day Air. Orders placed weekdays before 11:00 A.M. PST / 2:00 P.M. EST will ship same day. Orders placed after 11:00 A.M. PST / 2:00 P.M. EST or on weekends or holidays will ship the following business day. Expedited shipping is only available to shipping addresses within the contiguous United States.
For a limited period of time we are offering expedited shipping to Canada (1 to 3 business day transit) on all orders for a flat rate of CAD$20. Please note that order processing may take up to 2 business days after the order is placed.
All shipments to Canada are delivered duty paid, so there will never be any additional cost beyond what is captured at checkout.
For a limited-time only: Get free shipping when you spend $150+.
US and Canada:
Applicable sales tax will be charged on merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.
Refunds on items eligible for returns are accepted within 40 days of receipt. Items must be returned unopened/unused, with tags, in their original packaging. Any items that are damaged when we receive them are not eligible for a refund. If a returned item is open or used, any refund shall be at Ivyees discretion according to Ivyees terms for the refund (which may include setting up an Ivyees account for a store credit refund).
For US returns:
Go to returns.goop.com, enter the email address that you used when you purchased the item being returned and click “Start A Return.” You will then receive an email from which you can access the Returns Center. Once you access the Return Center, please choose which item you would like to return and select the reason for return. Note: For returns from Canada, the United Kingdom, France, Germany or Italy – please reach out to our Customer Experience team here or call 1-844-WTF-GOOP, Mon-Fri, 9am-4pm PST / 12am-7pm EST to have a return label issued.
You will then be able to print a pre-paid shipping label. Print the pre-paid shipping label, affix it to you package and take the package to a drop-off location. Please note that the return label fee is USD$10 for US returns which will be deducted from your refund. If you would like to use your own return shipping method (US orders only), please note on your packing slip which item(s) you are returning. Once noted, pack the return item(s) in original condition with the packing slip and send to:
Goop C/O Port Logistics Group
125 Castle Rd
Secaucus, NJ 07094
Returning an item with your own label is at your own risk. You must ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for refund.
For assistance with all skincare, makeup, haircare, and fragrance items that have been opened, tried or tested, please reach out to our Customer Experience team here to receive instructions on how best to go about your return. Kindly note that these items are subjected to a refund in store credit.
For Canadian, UK, French, German and Italian returns:
Please reach out to our Customer Experience team here with your order number to initiate a return. We can then email you a pre-paid return shipping label along with the required return commercial invoice.
Return shipping fee is CAD$20 for Canadian returns, EUR€20 for French, German and Italian returns, and GBP£15 for returns from the United Kingdom.
Please note that refunds are issued in the currency the order was originally placed in regardless of fluctuations in exchange rate. In the case of a discrepancy between the original charge and the refund, please reach out to our Customer Experience team here and we will be happy to issue you a store credit in the amount of the difference, less any shipping charges.
Upon receipt of your return, we will confirm your refund via email. Please note that taxes will be refunded along with the items you sent back, however, duties will not be refunded.
If you have any further questions, please reach out to our Customer Experience team here.
Any item returned after 40 days of receipt is not eligible for refund.
Items Not Eligible for Return
Please note that we do not accept returns of intimate apparel, earrings, any personalized or custom-made products, final sale merchandise, or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page. Returns are not allowed on any pop-up shop purchases.
We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to use this form to return the original item, and go to ivyees.com to purchase the correct item in a new order.
Receiving a Refund
A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the Product price less the return label fee if applicable. Any duties paid for orders shipped to Canada, the UK, France, Germany or Italy will NOT be refunded. Please note that credit card refunds may take up to 10 business days for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
Some of the products we sell are shipped directly by the vendor. If this is the case, you will find this information on the item’s product page, in the “Shipping & Returns” dropdown menu, along with information about the return policy for that item. Please note that if your item is shipped from the vendor, we will share the shipping and contact information you provide at checkout with that vendor so that they can complete your shipment.