Refund and Returns Policy

At Ivy Swiss, we want you to feel confident and satisfied with every piece you wear. If for any reason you’re not completely happy with your purchase, we’re here to help — within reason and with care.

Hygiene Policy (Important)

Due to hygiene regulations and the nature of our products, we do not accept returns or exchanges on earrings or pierced jewelry unless the item is defective.

This is for the safety and wellbeing of all our customers.

✅ Items Eligible for Return

We do accept returns on the following items:

Rings, bracelets, necklaces (unworn and in original condition, with no visible tear)
Items that arrived damaged or defective
Incorrect items received

Return Conditions

To be eligible for a return:

Return request must be submitted within 7 days of delivery
Item must be unused, unworn, and in original packaging
Proof of purchase (order number) is required
Customer is responsible for return shipping unless the product is defective or incorrect

❌ Items Not Eligible

Earrings / pierced jewelry (unless faulty)
Sale or clearance items
Custom or made-to-order items
Items showing signs of wear or misuse

Exchange Requests

We currently do not process direct exchanges due to hygiene purposes. If you’d like a different item, please request a return (if eligible) and place a new order once the return is approved.

Refunds

Approved refunds will be:

Processed via the original payment method
Issued within 7 business days of receiving and inspecting the item
The refund will reflect in your account depending on your banks processing time.

You’ll be notified via email once your return is processed.
Please note: Shipping fees are non-refundable, unless the return is due to an error on our part.

Damaged or Incorrect Items

If your item arrived damaged, or you received the wrong product:

Email support@ivyswiss.co.za within 48 hours of receiving your order
Include a clear photo, your order number, and description of the issue on the body email
Order number & brief description on the subject line eg. Order No 123456 : Incorrect item delivered
We’ll respond within 1–2 business days with next steps

How to Initiate a Return

Email support@ivyandswiss.co.za with:

Your order number
The item(s) you’d like to return
Reason for return
Supporting images

We’ll guide you through the return process from there.

🛡 Our Promise

We’re proud of our craftsmanship, but if something isn’t right, we’ll do our best to make it so. Your satisfaction is important to us — and we’re always here to help.