Terms of Service
Terms of Service
Article 1 – Definitions
For the purposes of these Terms of Service, the following definitions apply:
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Withdrawal Period: The period during which the customer may exercise their right to return an eligible product.
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Customer: A natural person who purchases products from Ivy Charlotte for personal use and not for commercial purposes.
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Long-Term Agreement: An agreement relating to a series of products or services delivered over a period of time.
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Right of Withdrawal: The customer's right to cancel or return an eligible order within the applicable return period.
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Ivy Charlotte: The online retailer operating through https://ivy-charlotte.com/.
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Distance Contract: An agreement concluded between Ivy Charlotte and the customer through one or more means of online communication without the parties being physically present.
Article 2 – Identity of the Merchant
Shop Name: Ivy Charlotte
Website: https://ivy-charlotte.com/
Customer Support: support@ivy-charlotte.com
Ivy Charlotte is an online retailer serving customers in Canada and internationally.
Article 3 – Applicability
These Terms of Service apply to every offer, quotation, order, and agreement made through the Ivy Charlotte website.
By placing an order through our website, you acknowledge that you have read, understood, and agreed to these Terms of Service.
Article 4 – The Offer
All offers displayed on our website are subject to availability and may be changed or withdrawn at any time without prior notice.
Product descriptions, prices, images, and availability are presented as accurately as possible. Minor differences in colour, appearance, or packaging may occur.
Unless otherwise stated, prices shown on our website are in Canadian Dollars (CAD).
Article 5 – Formation of the Agreement
A purchase agreement is formed when your order has been accepted by Ivy Charlotte and payment has been successfully processed.
After placing an order, you will receive an email confirming receipt of your order. This confirmation does not guarantee product availability.
We reserve the right to refuse or cancel orders in accordance with applicable law.
Article 6 – Right of Withdrawal
Customers may request a return within 30 days of receiving their order.
Returned items must be:
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Unworn
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Unused
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Unwashed
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In their original packaging with tags attached
Customers are responsible for return shipping costs unless otherwise required by applicable consumer protection laws.
Article 7 – Refund Upon Withdrawal
Once your returned item has been received and inspected, approved refunds will be processed within 5 business days using the original payment method.
Refunds will only be issued for products that meet our return eligibility requirements.
Shipping charges are non-refundable unless the return is the result of our error.
Article 8 – International Shipping, Customs & Import Duties
Ivy Charlotte ships to customers in multiple countries.
International orders may be subject to customs duties, taxes, import fees, brokerage charges, or other government-imposed charges depending on the destination country.
Unless otherwise stated during checkout, these charges are the responsibility of the customer.
Ivy Charlotte is not responsible for delays caused by customs inspections, import procedures, carrier delays, or government authorities.
Customers are responsible for ensuring that products may legally be imported into their country.
Failure to pay customs fees or accept delivery does not automatically qualify for a refund.
Article 9 – Payment Processing
Payments are securely processed through trusted third-party payment providers.
By completing a purchase, you authorize the payment provider to process your transaction using your selected payment method.
We reserve the right to refuse or cancel orders where fraud or unauthorized activity is suspected.
Article 10 – Product Conformity & Warranty
We strive to ensure that all products match their descriptions and meet reasonable quality standards.
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery and include photographs showing the issue.
Normal wear and tear, accidental damage, improper care, or misuse are not covered under this policy.
Article 11 – Delivery
Estimated delivery times are provided for guidance only and are not guaranteed.
Most orders are processed within 1–3 business days and delivered within the estimated shipping timeframe shown on our website.
Delivery delays caused by weather, customs, courier services, holidays, or circumstances beyond our control do not automatically entitle customers to refunds or cancellations.
Risk of loss transfers to the customer once the order has been delivered to the shipping address provided during checkout.
Article 12 – Complaints Procedure
If you have a complaint regarding your order or our services, please contact our customer support team at:
Please include your order number and a detailed description of the issue.
We aim to respond to all enquiries within 2 business days and will work with you to resolve the matter as quickly as possible.
Article 13 – Governing Law
These Terms of Service shall be governed by and interpreted in accordance with the laws applicable in the Province of British Columbia and the federal laws of Canada.
Where permitted by law, any disputes arising from these Terms of Service shall be submitted to the appropriate courts of British Columbia, Canada.
Nothing in these Terms of Service limits any consumer rights provided under applicable Canadian consumer protection legislation.
Customer Service
Opening Hours
Monday – Friday: 9:00 AM – 5:00 PM (PDT)
Saturday – Sunday: 9:00 AM – 5:00 PM (PDT)
Email: support@ivy-charlotte.com
Phone: +1 (604) 555-2486
Company Details
Shop Name: Ivy Charlotte
Website: https://ivy-charlotte.com/
Business Address:
1285 West Georgia Street, Suite 410
Vancouver, British Columbia V6E 4R3
Canada