Refund policy

Last updated: September 2026

Please read this policy before requesting a return or refund.

Returns within 14 days of delivery

You may request a return within 14 days after delivery. Delivery means the date the carrier marks the parcel as delivered or signed for. If there is no delivery scan, we use the carrier’s shown delivery date.

The product must be unused, unwashed, and free of stains. Keep the original tags and original packaging. The product must be in a condition that can be resold. Washed, stained, or damaged products cannot be returned.

Return authorization required

Contact us at support@ivorygoose.com before you send anything back. Include your order number. We will give you a return authorization. Parcels sent back without authorization will be refused.

Who pays return shipping

If the return is not caused by a product quality problem or by us sending the wrong item, you pay the return shipping.

If we sent the wrong item, or the product has a quality problem, contact us within 14 days of delivery with your order number and photos. In those cases Ivory Goose pays the return shipping if we ask you to send the item back. We will arrange a replacement or a refund.

Original shipping after the tracking number is issued

After we have given you the tracking number (the order has been fulfilled and shipped), the original shipping charge on that order is not refunded.

When the refund is paid

After our warehouse receives the returned product and completes inspection, we refund to the original payment method. The refund typically appears in 3–10 business days, depending on your payment provider.

If the returned product does not meet the conditions above, we may refuse the return. We will contact you. If we send the product back to you, you pay that shipping.

Final sale

Custom items and clearance or promotional items marked as final sale cannot be returned or exchanged. Our current duvet collections are not final sale unless the product page says so.

Before the tracking number is issued

If we have not yet given you a tracking number, email support@ivorygoose.com to cancel. Do not send the parcel back yourself.

What you pay when you buy

The price at checkout includes shipping to you and import duties for that delivery. You should not be asked to pay customs charges to receive your order. See our Shipping policy.