Shipping + Refund Policy

Coronavirus Courier Updates 

The safety of our customers is our priority. As the cases of COVID-19 increase, to limit contact when delivering orders, all carriers are now defaulting deliveries to authority to leave (ATL) where possible and will not be requesting a physical signature from the customer/receiver. The driver will knock or ring the bell, place the goods on the ground and step away.

If your customer is at the delivery address, they will have the authority to note the full name of the customer instead of obtaining a physical signature.

If the delivery address is unattended and the driver considers there to be a safe area to leave the goods, ATL will be followed and no name obtained.

Once the goods are left in a safe area, delivery drivers will do their best to make a note of the location or take a picture as proof of delivery.

    Domestic Delivery Costs and Time Frames

    • Bulky items incur a shipping surcharge of $10.
    • Orders under $200 ship for the flat rate of $10
    • Orders $200 and above ship for the flat rate of $15
    • We use couriers to deliver and aim to dispatch items within 2 business days. Transit times may vary. 
    • Please note that during sale periods dispatch time can extend to 10-14 days. 
    • If, on the unlikely occasion that we are unable to fulfill your order we will notify you within 48 hours to arrange an agreeable alternative item, a back order or refund.

      International Delivery Costs and Time Frames

      • International shipping rates vary and are automatically calculated at checkout.

      • Items classified as bulky items can not be ordered online. Please contact hello@ivymuse.com.au for a freight quote. 

      • All International shipments include insurance to cover the cost of the goods being shipped and require signature of delivery.

      • If we are unable to fulfill your order we will notify you within 7 business days to arrange an agreeable alternative item, a back order or refund.

      Return Policy

      • If you are not happy with your Ivy Muse order for any reason, please notify us within 7 days. Please contact us to arrange. We will assess returns on a case-by-case basis. Please note that we do not offer refunds for change of mind.

      • It is up to you to return the item to us in new condition, with tag attached and in the original packaging. We do not cover delivery costs for returns.

      • For returns on item/s that have qualified for free shipping a P&H charge of $20 (VIC, ACT, NSW, SA & TAS) or $40 (QLD, WA & NT) will be deducted from the refund amount.

      • We personally package all Ivy Muse orders with the utmost care. However if your item has been damaged during transit, please contact us within 2 days of delivery with evidence of the damage and we will investigate and arrange a claim where necessary. 

      • If you have any further questions, please feel free to contact us, we'd love to help.