Refund policy
At IvoryAstra, we want you to shop with confidence. If you are not completely satisfied with your purchase, we offer a clear and straightforward return and refund process.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
For standard returns, items should be unused, in their original condition, and, whenever possible, returned with the original packaging, labels, and any accessories included with the product.
Restocking Fee: $0. We do not charge a restocking fee.
Return Policy Overview
Return Window: 30 days from the delivery date.
Item Condition: Items should be unused, in their original condition, and returned with all included accessories and packaging whenever possible.
Customer Support: Our customer service team is available to assist you throughout the return process.
Restocking Fee: No restocking fee is charged.
Return Shipping Costs
Defective, damaged, or incorrect items:
If you receive a defective, damaged, or incorrect product, we will cover the applicable return shipping costs.
Change-of-mind returns:
If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, the customer is responsible for the return shipping costs.
Original shipping charges may be non-refundable for voluntary returns unless otherwise required by applicable law.
How to Return an Item
Step 1: Contact us at info@ivoryastra.com and provide your order number and the reason for your return.
For damaged, defective, or incorrectly delivered products, we may ask you to provide photos or videos so our support team can review the issue.
Step 2: Our customer service team will provide you with the appropriate return instructions and the return address for your order.
Step 3: Carefully package the item and include all original accessories, labels, and packaging components whenever possible.
Step 4: Send the return to the address provided by our customer service team.
Please note that our business address listed below is not automatically our return address.
To avoid delays, always use the return address and instructions provided by our customer service team.
Refund Process
Inspection:
Returned products will be inspected after they are received.
Confirmation:
Once your return has been reviewed and approved, we will notify you by email regarding the status of your refund.
Approved refunds are generally processed within 7 business days after the returned item has been inspected.
After the refund is issued, the time required for the funds to appear in your account will depend on your payment method, payment provider, and financial institution.
Refunds will normally be issued to the original payment method used for the purchase unless another arrangement has been expressly agreed upon.
Exchanges
If you would like to exchange an item for another size, color, or product, please contact us at info@ivoryastra.com.
Replacement availability cannot be guaranteed. Our customer service team will inform you of the available options.
If you received a damaged, defective, or incorrect item, please contact us so we can assist you with an appropriate resolution.
Order Issues
Please inspect your order after delivery and contact us as soon as possible if:
- The product arrived damaged
- The product is defective
- You received the wrong item
- An item is missing from your order
Providing photographs or other relevant information may help us review and resolve your request more quickly.
Non-Returnable Items
Certain products may not be eligible for return when they have been used, damaged after delivery, altered, or returned in a condition that prevents resale.
If you are unsure whether your product is eligible for return, please contact us before sending it back.
Contact Information
Store Name: IvoryAstra
Company Name: VNM GROUP LLC
Company Number: L20000272344
Business Address:
4800 N Federal Hwy, Boca Raton, FL 33431, United States
Email: info@ivoryastra.com
Phone: +1 857 491 8529
Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM Eastern Time (ET)
Saturday and Sunday: Closed
We aim to respond to customer inquiries within 24 hours.