FAQ

how do i contact ivory soul?

you can reach out to us at ivory.soulllc@gmail.com

 

shipping

what if my item(s) are stolen, missing, or damaged once delivered?
ivory soul is not responsible for stolen or missing items. please be sure to ship to a secure address. please contact your carrier for further help. 

we encourage you to use route shipping insurance at checkout to insure your package. if route insurance is declined, ivory soul is not responsible for lost, stolen, or damaged shipments once they leave our store.

we do not work or call the carriers to make claims and claims will solely be handled through route shipping insurance. if you opt out at checkout, you assume all responsibility.

 

where do we ship from?

we ship out of knoxville, iowa.

 

returns + exchanges

returns

we accept returns up to 7 days after delivery of the item. all items returned should be unworn in all original packaging and the return postage be paid by the returner. refunds will be refunded on original form of payment. if we are unable to return on the original form of payment, an in store gift card will be issued.

 

exchanges

you have up to 7 days to exchange an item. exchanges are processed as returns. return the item wanting to be exchanged and purchase in the new style or size. sizes and styles sell out fast, so it's best to purchase as soon as possible when wanting a new size.

 

do you refund gift cards?

gift cards are non refundable, however, they do not expire.

 

how long does refunds take?

refunds may take up to 10-14 business days, depending on how you paid for the product. please contact us if it has been more than 14 days business days.

 

what is your full return policy?
all items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval, given the following conditions:
exclusions apply to promotional items and final sales
request(s) for returns are accepted within 7 days from delivery.
all items must be returned in their delivered state, along with all of its parts and tags.

orders cannot be modified or cancelled once they have been submitted. however, unwanted items can be returned for a refund once received if they are eligible under our return policy. unless it was a promotional item or a final sale.
management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of ivory soul. ivory soul will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.

once an order has been placed, any changes to the order cannot be made and is the sole responsibility of the buyer. please double check your address before placing your order.
any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. any reshipment is subject to being charged for items to be reshipped. we are not liable for the inaccuracy of address as provided by the buyer.

 

can i change my address after ordering?

once an order has been placed, any changes to the order cannot be made and is the sole responsibility of the buyer. please double check your address before placing your order.

 

can I cancel my order?

orders cannot be modified or cancelled once they have been submitted. however, unwanted items can be returned for a refund once received if they are eligible under our return policy. for more return information, please refer to our returns policy.