Returns + Deliveries

RETURNS

Considered purchasing
Please choose mindfully given the nature of our products. We do not provide prepaid return labels; return shipping costs are the customer’s responsibility.

Notify and return windows
Email us within 3 days of receiving your order if you would like to return it. Returned items must reach us within 7 days of email and meet the conditions below. Once your return arrives, we will process it within 3–5 business days.

How to start a return
Email ivyandsilkfloral@gmail.com within 3 days of delivery with your order number, item details, and whether you prefer a refund or an exchange. We will confirm the next steps by email. Return shipping is at the customers expense and to be arranged by customer.

Condition of returned items
Items must be unused, in their original condition and packaging, and well protected for transit. We cannot accept responsibility for damage sustained in return transit due to inadequate packaging. Returns that do not meet these requirements may be refused.

If we have reason to believe that an item has been used for loan, rental, or photography purposes, we reserve the right to decline a refund.

Refunds and Exchanges
If your return meets this policy, we will refund to the original payment method (excluding original delivery charges) or provide an exchange as requested. Bank processing times after we complete the refund may vary.

Sale items
Sale items are final sale and cannot be exchanged or refunded unless the item is faulty.

Faulty items
If something is not quite right, contact us as soon as possible with a description of the fault and clear photos. If the item is deemed faulty under UAE consumer law, we will seek to remedy the issue, which may include a repair, exchange, or refund. The item must be returned for inspection within 10 days of your first email about the fault.

Custom and bespoke items
Custom and bespoke pieces are final sale and cannot be returned or exchanged.

DELIVERY INFORMATION

UAE Delivery

We deliver across all Emirates including Dubai, Abu Dhabi, Umm Al Quwain, Sharjah, Fujairah, Ajman, Al Ain, and Ras Al Khaimah. Delivery is charged at a flat rate of AED 30. Orders over AED 400 qualify for free delivery.

Our courier service operates daily. Deliveries are scheduled within an all-day time slot, and the courier will contact you prior to arrival if you are not available at the delivery address.

Once your order is placed, please allow 4–7 days for delivery. Slight delays may occur during public holidays.

GCC Delivery
Coming very soon.

Worldwide Shipping
Coming soon.

For any queries regarding delivery, please email us at info@ivyandsilkfloral.com