Refund policy
Returns and Exchange Policy
At IvyReborns, we take great pride in creating unique, high-quality made-to-order items just for you. Because each item is specially handcrafted and tailored to your order, we unfortunately do not accept returns or exchanges.
Damaged or Defective Items
We take extra care in packaging and shipping to ensure your order arrives safely. However, if your item arrives damaged or defective, please contact us within 7 days of receipt with photos of the damage or defect. We will work with you to resolve the issue by offering a replacement or refund for the damaged or defective item.
Refunds
Refunds will only be issued in the event of a damaged or defective item, as described above. If you believe your item qualifies for a refund, please contact us within 7 days of receipt with the necessary documentation and we will process your refund accordingly.
Contact Us
If you have any questions about your order or need assistance with a damaged or defective item, please reach out to us at ivyreborns@hotmail.com. We are happy to assist you and ensure your satisfaction.
My Order Is Missing
We apologize if you haven't received your order. If your order has shipped but our delivery partners failed to deliver, it may be lost in transit. If the tracking shows it as delivered but you haven't received it, it may also be considered lost. Please reach out to our customer service team at ivyreborns@hotmail.com for assistance. If we determine that your parcel is indeed lost, we will file a claim with the courier service, which can take up to 30 days to process. Once the claim is submitted, we cannot resend your order or issue a refund until it is resolved. Any actions taken will be based on the final outcome of the claim, which cannot be changed. Thank you for your understanding.
Repairs & Damages
Reborn dolls are not toys and are not reccomended for children under 14. Damage repairs may be arranged within 6 months of receipt (postage costs and any extra costs apply). For damages after this period, we’ll do our best to assist, though additional costs may incur.
Order Cancellations
Due to the made-to-order nature of our items, we can accept cancellations within 24 hours of placing your order. However, please note that a cancellation fee of £40 per doll will apply to cover the initial preparation and materials used for your order. After 24 hours, the production process will have begun, and cancellations will no longer be possible.
While we cannot guarantee changes to your order once it has been placed, we encourage you to contact us. We will do our best to accommodate your request, but please understand that changes may not always be possible.
Sale Refunds
If a sale is initiated after your order, we cannot refund the price difference. Thank you for your understanding!
Silicone Dolls
Silicone dolls are all poured to order and therefore I do not accept cancellations or returns/exchanges on these.
By placing an order on our website, you confirm that you have read, understood, and accepted these Terms and Conditions. We reserve the right to update these Terms at any time, with changes taking effect immediately upon being posted on our site. Your ongoing use of our services and placement of orders after any modifications signifies your acceptance of the updated Terms.
For any questions, reach out at ivyreborns@hotmail.com.