Refund policy

Consumer Protection Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA). If there’s a major fault or manufacturing defect, you are entitled to a replacement or refund.

Change-of-Mind Returns

If you change your mind, you can request a return by mail if:

  • You contact us within 14 days of delivery.

  • The item is unworn, unwashed, unstained, with tags attached, in its original condition, and includes all original accessories (e.g., bow ties, ties, vests, belts, canvas bags, etc.).

For change-of-mind returns, return shipping costs are paid by the customer. Original shipping fees (if any) are non-refundable unless the item is faulty.

Important Note on Free Shipping Orders:

If your original order qualified for free shipping, and your return brings the total kept order value below the applicable free shipping threshold, the standard shipping fee for your region will be deducted from your final refund amount:

  • Australia: If kept order value falls below $99 AUD, our standard shipping fee of $14.95 AUD will be deducted.

  • New Zealand: If kept order value falls below $130 AUD, our standard shipping fee of $27.00 AUD will be deducted.

    (Note for New Zealand customers: All returns must be shipped back to our Australian returns facility at the customer's expense.)

Custom & Made-to-Order Items

Due to the personalized nature of custom-made and bespoke garments, special terms apply:

  • 24-Hour Cancellation Window: You may request order modifications or cancellations within 24 hours of placing your order. After 24 hours, production and fabric cutting begin, and the order cannot be altered or canceled.

  • Final Sale / Non-Returnable: Custom-made items are final sale and strictly ineligible for change-of-mind returns, refunds, or size exchanges.

  • Sizing Responsibility: Custom garments are tailored based on the measurements provided by the customer. Little Ivory is not responsible for fit issues resulting from incorrect measurements supplied at the time of ordering.

  • Faulty Custom Items: If a custom item arrives with a manufacturing defect, it remains fully covered under ACL and CGA consumer guarantees.

Restocking Fee

We do not charge any restocking fee ($0 AUD).

Items Not Eligible for Change-of-Mind Returns

  • Final sale / clearance items (if explicitly marked).

  • Custom, personalized, or made-to-order items.

  • Items that have been worn, washed, stained, altered, damaged, or are missing original tags and accessories.

Size Exchanges (Fastest Way to Get Your Right Size)

Because our occasion wear is often needed for specific event dates, we do not process direct exchanges. To ensure you receive the correct size as quickly as possible, please follow our return process to send the incorrect standard item back to our Australian returns facility. In the meantime, you can place a new order for the correct size on our website immediately. This ensures the new item is dispatched straight away and reaches you in time for your special day!

Faulty or Incorrect Items

If you received the wrong item or something is faulty, please email us within 7 days of delivery with clear photos of the issue. We’ll organize a replacement or refund in line with Australian Consumer Law and the New Zealand Consumer Guarantees Act.

Refund Timing

Once your return is received and inspected at our facility, refunds are processed within 3–7 business days to your original payment method. Your financial institution may take extra time to post the funds back into your account.

How to Start a Return

To initiate a return by mail, please email support@littleivorykids.com with:

  1. Your Order Number

  2. Reason for return

  3. Photos of the item/fault (if applicable)