Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Info@emilysarah-seattle.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@emilysarah-seattle.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ivyrose-goldcoast.com.

Below you will find the average delivery time for all our packages:

- Once an order is placed, we take 1 - 3 working days to process the order. During the week

it takes one working day, but if you order on a Friday evening or at the weekend it may take a little longer.

- Once your order has been processed, it will be dispatched and delivery takes an average of 8 - 12 working days.

We strive to make the ordering and delivery process as easy as possible for our customers. However, if you have any questions or further concerns, please do not hesitate to contact our customer service team. Below we explain how your order will be processed and delivered. Placing an order Ivy and Rose is as simple as possible. First, you need to go to the product page and add the product you want to your shopping cart. To do this, click on the black "Add to cart" button. Here it is important to check that you have selected the correct variants. If everything is in order, click on the "Proceed to checkout" box. On the information page, you will need to enter the correct address details. Make sure that all the information is correct. When this information is filled in correctly, you can click on the "Continue shipping" button. On the "Dispatch" page you have the opportunity to check the address data you have entered. It is also pointed out that every shipment is sent completely free of charge. As a token of our appreciation to our customers, we always pay the shipping and delivery costs. You can now proceed by clicking on the "Proceed to payment" box. In the payment options you have the choice between different payment methods. At hellostella.com, all payment options are SSL-encrypted, which means you can always rely on a secure payment environment.

- Klarna (deferred payment)

- Credit card (AMEX, Mastercard, Maestro, Visa)

- Paypal account

- EPS

- Immediately

Once you have selected the correct payment method, you will need to click on the "Complete Order" box and you will be redirected to your chosen payment method. Follow the instructions on this page to complete your order. In the unlikely event that you have any problems with your order, you can always contact us.

Shipping cost:

We cover the shipping costs for every order. All of our products are delivered to your door 100% free of charge. There is also no minimum order quantity required. Shipping your order have you found the perfect look or accessory on our website? Then you want to enjoy it as soon as possible! That's why we make sure your order is processed and shipped as quickly as possible. To ensure that we can charge fair prices for our products, we have chosen to collect parcels in large quantities and ship them all at once once we have reached our minimum quantity. We hope for your understanding and willingness to help us create a better and healthier world.

Please note: Like many other online shops, we are very busy and there may be delays due to the Corona crisis. Please take this into account when placing your order. We will do our best to ship your order as quickly as possible.

To ensure your order is dispatched today, please contact us by email. Our service team will be happy to advise you on the right solution.

PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.
Return
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you have ordered, you have the option to return them
within 30 days of receipt.
In this case, the order must meet the following conditions:
1. The order still contains all the appropriate parts, components and the packaging has
arrived exactly as the product.
2. normal handling of the product is evident, breakage due to careless handling is excluded.
3. products for which hygiene is important have been thoroughly cleaned before the return
process begins.
4. the product has been found to be defective immediately upon receipt.
5. We are entitled to charge the customer for shipping costs.
6. a return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, you will need to do the following to initiate the
returns process.
-Send an email to: Info@emilysarah-seattle.com. 
-Make sure the email contains the following:
Order number
Reason for the return request
Photo of the product in case of breakage
First name + last name of the customer
Address of the customer
We will then speak to you and give you the return address.
Never send the return to the sender, we will send you the correct address after you have
asked us to do so. You, the customer, are responsible for the shipping costs of returning the
product.

STORNOBAU

The consumer has a right of withdrawal in accordance with the following provision if the
consumer is a natural person who enters into a legal transaction for purposes that are not
predominantly related to his or her commercial or professional activity:
A. CANCELLATION CONDITIONS
Right of cancellation
The cancellation period is 14 days from the day on which you or a third party named by you who is not the carrier has received or accepted the last goods.
As we work with a fully automated system, orders are executed as soon as they are placed.
Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform us Ivy and Rose by means of a clear declaration (e.g. by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.
Record for shipments in transit As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.
In order to guarantee you the fastest possible return, we ask you to send us a shipping
confirmation.
Consequences of withdrawal If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract and receipt of the goods. For this repayment, we will use the same means of payment that you used for the original
transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.
** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE
CUSTOMER'S EXPENSE.