Shipping & Returns
Every Ivory Aura piece is produced especially for your order. Please review your size, color and delivery information carefully before completing your purchase.
Order Processing
Most orders enter production shortly after they are placed.
Our production partner fulfills most orders within approximately two to three business days. Embroidered products, large orders and periods of high demand may require additional processing time.
Production time is separate from shipping time.
Shipping
Ivory Aura ships internationally to most destinations.
Shipping costs are calculated at checkout according to:
Delivery destination
Shipping method
Product type
Number of items ordered
Estimated delivery times are shown at checkout when available. Delivery estimates begin after production has been completed and are not guaranteed.
International orders may be subject to customs duties, import taxes or processing fees imposed by the destination country. Unless stated otherwise during checkout, these charges are the customer’s responsibility.
Tracking
Once your order ships, tracking information will be sent to the email address provided at checkout.
Tracking may take a short time to update after the shipping confirmation is issued.
If an order contains different product types, items may occasionally arrive in separate packages.
Incorrect or Incomplete Addresses
Please confirm that your name, address, postal code and contact details are correct before placing an order.
Contact Ivory Aura immediately if you notice an error. Once an order has entered production or shipped, we may be unable to change its delivery information.
Customers may be responsible for storage, handling, redelivery or replacement costs caused by an incorrect or incomplete address.
Cancellations and Changes
Contact us as soon as possible if you need to cancel or change an order.
If production has not begun, we may be able to cancel the order or update certain details. Once production has started, cancellation or modification may no longer be possible.
Submitting a request does not guarantee that an order can be changed or cancelled.
Returns and Exchanges
Please contact us before returning any item. Returns sent without prior authorization may not be accepted.
Where a statutory withdrawal right applies, customers may notify Ivory Aura within 14 days of receiving their order. Returned items must be unworn, unwashed and in their original condition.
Unless the item is faulty, damaged or incorrect, the customer is responsible for return postage. Original shipping charges are not refundable except where required by law.
Personalised products or products made to a customer’s individual specifications may not qualify for change-of-mind returns where permitted by law.
We do not currently offer direct exchanges. If a return is approved, customers may place a new order for their preferred item or size.
This policy does not limit any rights provided by applicable consumer law.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, contact us within 30 days of delivery.
Please include:
Your name
Order number
A description of the issue
Clear photographs or video showing the product and problem
A photograph of the packaging when shipping damage is involved
After reviewing the claim, we may provide a replacement, refund, price reduction or another remedy required by applicable law.
Do not return a damaged or incorrect item unless we provide instructions.
Sizing and Color
Please consult the product’s size information before ordering. Measurements may vary slightly because of the manufacturing process.
Screen settings and lighting can affect how colors appear. Minor differences between the displayed image and physical product are not necessarily defects.
Your statutory rights remain unaffected if an item is faulty or does not match its advertised description.
Delayed or Missing Orders
Tracking may occasionally pause while a parcel is moving between carriers or undergoing customs processing.
Contact us if:
Tracking has not updated for an unusually long period
The estimated delivery window has passed
Tracking shows delivery but you cannot locate the parcel
We will investigate the shipment with the fulfillment and delivery partners. Investigations and available remedies depend on the carrier’s tracking information and the circumstances of the delivery.
Refused and Unclaimed Deliveries
Refunds may not be available when an order is refused, left unclaimed, or cannot be delivered because the customer failed to provide accurate information, cooperate with customs or pay applicable import charges.
Any redelivery, storage, handling or return costs may be deducted from an available refund where permitted by law.
Refunds
Approved refunds are issued to the original payment method.
Banks and payment providers may require additional time to display a completed refund. Shipping costs are refunded only where required by law or expressly confirmed by Ivory Aura.
Contact Us
For questions about shipping, returns or an existing order, contact:
Ivory@ivoryaura.shop
Please include your order number whenever possible.
Frequently Asked Questions
How long does it take to process an order?
Most orders are produced within approximately two to three business days. Embroidered products, large orders and periods of high demand may require additional processing time. Production time is separate from shipping time.
How will I track my order?
Once your order ships, tracking information will be sent to the email address provided at checkout. Tracking may take a short time to update after you receive the shipping confirmation.
Do you ship internationally?
Yes. Ivory Aura ships to most international destinations. Available shipping methods, estimated delivery times and costs are displayed at checkout.
International orders may be subject to customs duties, import taxes or processing fees. Unless stated otherwise at checkout, these charges are the customer’s responsibility.
Will all my items arrive together?
Products may occasionally be produced or packaged separately. If this happens, your order may arrive in more than one parcel, and each shipment may have its own tracking information.
How do I choose the correct size?
Consult the sizing information provided on the relevant product page before ordering. Compare the measurements with a similar garment you already own.
If you are between sizes or prefer a more relaxed silhouette, consider choosing the larger size. Individual product descriptions may contain additional fit recommendations.
Can I change my size, color or address after ordering?
Contact Ivory Aura immediately after placing your order.
If production has not begun, we may be able to update certain details. Once an order enters production or ships, changes may no longer be possible.
Can I cancel my order?
Contact us as soon as possible if you wish to cancel.
Orders that have not entered production may be eligible for cancellation. Once production has started, cancellation may no longer be possible. Submitting a cancellation request does not guarantee that the order can be stopped.
What should I do if I entered the wrong address?
Contact us immediately with your order number and correct address.
Once an order has entered production or shipped, we may be unable to change its delivery information. Customers may be responsible for redelivery, storage, handling or replacement costs resulting from incorrect or incomplete information.
Do you accept returns?
Where a statutory withdrawal right applies, customers may notify Ivory Aura within 14 days of receiving an order.
Returned items must be unworn, unwashed and in their original condition. Contact us before returning anything, as unauthorized returns may not be accepted.
Personalised products or items made to a customer’s individual specifications may be excluded where permitted by law.
Do you offer exchanges?
We do not currently offer direct exchanges. If a return is approved, you may place a new order for your preferred item or size.
Who pays for return shipping?
Customers are generally responsible for return postage on change-of-mind returns.
If an item is damaged, defective or incorrect, Ivory Aura will provide an appropriate remedy and cover reasonable return costs where required by law.
What should I do if my item arrives damaged or incorrect?
Contact Ivory Aura within 30 days of delivery. Include:
Your name
Order number
A description of the issue
Clear photographs or video showing the product and problem
A photograph of the packaging if the item was damaged during delivery
Do not return the item unless we provide instructions.
My tracking says delivered, but I cannot find the parcel. What should I do?
Check around the delivery location and ask household members, neighbors or building staff whether they accepted it. Also check for a delivery notice from the carrier.
If the parcel remains missing, contact us with your order number and tracking information so we can investigate.
Why does the product color look slightly different in person?
Lighting and screen settings can affect how colors appear online. Certain garments may also feature intentionally washed, faded or distressed finishes.
Minor variations are part of the garment’s character and are not necessarily defects. Your statutory rights remain unaffected if an item does not match its advertised description.
How can I contact Ivory Aura about an order?
Use our Contact page or email ivory@ivoryaura.shop.
Please include your order number whenever possible so we can assist you more efficiently.