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Ivory & Deene
Help Centre · Returns

Returns & refunds,
made simple

Changed your mind, or something's not right? Here's exactly what you're entitled to — and how to sort it in a few minutes.

Submit a returnTrack your order

Applies to online orders at ivoryanddeene.com.au. This policy adds to — and never limits — your rights under the Australian Consumer Law.

Check your outcome

Find out where you stand

Tell us two things and we’ll show you exactly what to expect — no scrolling the fine print.

1 · What are you returning?
2 · What’s the reason?
3 · How long since it arrived?
Your outcome
Eligible for a refund
Refund typeRefund to your original payment.
Return shippingFree — we cover the return shipping when the item is unused and in its original packaging.
TimeframeWithin 30 days of delivery.
Item must be unused and in original, saleable condition with all packaging — plus any free gift or bonus.
Installed lighting can’t be returned for change of mind.
Some larger pendants are classed as bulky items. You’ll see an “Oversized item” note on their product page. These are store credit only, and you arrange and pay for the return.
Original shipping isn’t refundable on change-of-mind returns.
Start this returnFaulty, damaged or wrong items are always covered under consumer guarantees.
How a return works

Three steps, start to finish

1Start your request

Submit your return online with your order number. Returning something faulty? Add a couple of photos.

2We confirm & send your label

You'll get return approval and simple instructions by email, usually within 1–2 business days.

3Post it back

Repack it in its original packaging. Once it arrives and passes a quick check, your refund or credit is on its way.

The detail

The full returns policy

Plain language — but every rule that matters is here. Tap a section to open it.

Bought something on sale during Black Friday (13–30 November)? Free returns for 30 days, for store credit.

Applies to items bought at a Black Friday sale price between 13 and 30 November 2026, including clearance items.
Start your return within 30 days of delivery and you’ll get store credit for the price you paid.
Return shipping is free, except on bulky and oversized items, where you arrange and pay for the return freight.
Items must be unused and in their original packaging, with any free gift included. Expanded foam and installed lighting can’t be returned for change of mind.
Full-price items in the same order follow our standard change-of-mind policy.
Faulty, damaged or wrong items are always covered under the Australian Consumer Law.

Still need a hand?

Our customer care team is here Monday to Friday — real people, quick answers, no scripts.

1300 731 506support@ivoryanddeene.com
Submit a returnVisit the Help Centre →