Refund policy

Last updated: August 2026

At Ivory Goose, we are committed to providing premium quality down comforters and ensuring our customers have the best possible shopping experience.

Because our products are carefully inspected, made with high-quality materials, and prepared specifically for each order, we have established the following refund and return policy.

Order Cancellation

Cancellation within 24 hours

Customers may request order cancellation within 24 hours after order confirmation.

If the cancellation request is approved, a full refund will be issued to the original payment method, minus a US$10 processing and administration fee.

Cancellation after processing or shipment

Once an order has entered production, processing, or has been shipped, cancellation requests may no longer be accepted.

If cancellation is approved after processing has started, the refund amount will be:

  • The total amount paid
  • Minus a US$35 processing fee
  • Minus any shipping, return shipping, customs, or handling charges incurred

Returns & Exchanges

Due to the nature of down bedding products, we only accept returns for:

  • Manufacturing defects
  • Quality issues caused by production errors
  • Products received damaged during transportation

Returns due to personal preference, incorrect size selection, change of mind, or dissatisfaction caused by personal sleeping preferences are generally not accepted.

Return Conditions

To be eligible for a return:

  • The product must be unused
  • The product must not have been washed
  • The product must remain in its original packaging
  • The product must include all original tags and accessories

For hygiene reasons, used or washed bedding products cannot be returned or resold.

Manufacturing Defects

All products are covered against manufacturing defects for two (2) years from the date of purchase.

If a confirmed manufacturing defect occurs, we will provide one of the following solutions:

  • Replacement of the defective product
  • Repair or partial refund depending on the situation

We reserve the right to inspect the product before approving a return or replacement.

Return Shipping Costs

If the return is caused by:

  • Customer selecting the wrong size
  • Customer changing their mind
  • Customer refusing delivery due to customs duties or import requirements

The customer is responsible for:

  • Return shipping costs
  • Import/export charges
  • Customs fees
  • Handling fees

Original shipping charges are non-refundable.

Damaged or Incorrect Items

If you receive:

  • A damaged product
  • A wrong item
  • A product with a manufacturing defect

Please contact us within 7 days after delivery and provide:

  • Order number
  • Photos or videos showing the issue
  • Description of the problem

Our customer service team will review your request and provide a suitable solution.

Refund Processing

Approved refunds will be processed to the original payment method.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

International Orders & Customs

For international customers:

The customer is responsible for any:

  • Import duties
  • Customs taxes
  • Brokerage fees
  • Local government charges

If a package is refused because of unpaid customs duties, import restrictions, or missing documentation, the customer will be responsible for all return shipping costs and related fees.

We cannot declare products below their actual value or mark purchased products as gifts for customs purposes.

Contact Us

If you have any questions regarding your order, refund, or return request, please contact our customer support team:

Email: zhao1016@gmail.com

Please include your order number when contacting us.

We aim to respond within 24-48 hours.