Refund Policy

30-Day Easy Returns

At Ivy Kingston, we want every piece of jewelry to feel special from the moment it arrives. If your order does not meet your expectations, we offer a simple and transparent return process.

Return Policy Overview

Return Period

You have 30 days from the date of delivery to request a return.

Product Condition

Items must be unused, unworn, in their original condition, and returned in their original packaging.

All original tags, pouches, boxes, protective materials, and accessories must be included with the return.

Easy Returns

Our customer support team is happy to guide you through every step of the return process and provide the correct return instructions by email.

Return Costs

Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or if you received the wrong item, there are no return shipping costs for you.

Please contact us within 24 hours of delivery and include clear photos of the issue, the packaging, and your order number so we can resolve it as quickly as possible.

Customer-Initiated Returns

If you wish to return an item because you changed your mind, ordered the wrong item, or no longer need the product, the return shipping costs are the responsibility of the customer.

Returns must be sent to our designated return warehouse. In most cases, this return warehouse is located in China, where our fulfillment and return processing center is based.

The exact return address and instructions will always be provided by our customer support team after your return request has been approved. Please do not send your item back before receiving these instructions.

Original shipping costs are non-refundable.

How to Return an Item

1. Contact Us

Send an email to support@kingston-ivy.com with your order number and the reason for your return.

Please do not send your item back before receiving return instructions from our customer support team.

2. Package the Item

Carefully pack the item in its original packaging, including all accessories, jewelry boxes, pouches, tags, and documentation.

Items must be returned in a condition suitable for resale.

3. Send the Package

Ship the package using the instructions provided in the return confirmation email.

We recommend using a tracked shipping service, as the customer is responsible for the return package until it has been received at our return warehouse.

Refund Process

Inspection

Once we receive your returned item, we will inspect it to ensure it meets our return conditions.

Refund

After approval, your refund will be processed to the original payment method.

Refunds are typically returned within 7 business days after approval, depending on your bank or payment provider.

Exchanges

Would you like to exchange your item for a different piece, size, or style?

Please contact us and our support team will help you arrange the exchange where possible, subject to availability.

Special Cases

Damaged or Defective Products

If your item arrives damaged or defective, please contact us within 24 hours of delivery.

Please include your order number and clear photos of the item and packaging.

Wrong Item Received

If you received an incorrect item, please contact us as soon as possible so we can resolve the issue promptly.

Lost Packages

If your package has not arrived within the estimated delivery time, please contact us so we can start an investigation with the courier.

Return Exclusions

For hygiene and safety reasons, we cannot accept returns or exchanges for items that show signs of wear, use, damage, or alteration.

Pierced earrings and other jewelry items that come into direct contact with pierced skin may not be eligible for return once the packaging has been opened, unless the item is defective or incorrect.

Personalized, engraved, or custom-made items are final sale and cannot be returned or exchanged, unless they arrive damaged, defective, or incorrect.

Questions?

If you have any questions about your order, return, or exchange, please visit our FAQ page or contact our customer support team.

Contact Information

Email: support@kingston-ivy.com

We aim to respond to all emails within 24 hours.