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FAQs

Shipping + Delivery

We're typically able to ship orders within 3-5 business days (except for sales and pre-orders). Once your order has processed, it will ship according to your selected shipping method.

Shipping time frames do not include processing time. 

If you are needing your items quickly, we recommend purchasing expedited shipping to help speed up the process. 

Please note, we can not make changes to your shipping method or shipping address after your order has been placed. So please ensure your address information and shipping speed is correct before completing your purchase.

We can not wait for you to get your order! Our in-house fulfillment team works super hard to ensure your order is fulfilled in 3-5 business days (7-10 business days during sales), unless it's a pre-order*. Once your order is fulfilled, it will ship according to the speed you select at check-out. Typically, local pick-up orders are ready in 2-4 business days. 

 We have expedited options available if you need your items sooner  

*Pre-Orders have varying processing time. To check the ETA on when a pre-order will ship, please check the "Ship By" date posted on the the product page. The shipping method you choose will not speed up the pre-order window, however it will speed up the shipping once your pre-order is ready to ship. 

*Split Shipments: If you have a Pre-Order item in your order with ready to ship items, the order will split ship if the Pre-Order shipping time is more than 1 week. If the Pre-Order will ship within a week of purchase, the order will not split ship. 

*Expedited shipments do not move on the weekends, so please take that into account when choosing your shipping options.

We are not typically able to ship to P.O. Boxes, so please enter a physical address when adding your shipping information. 

If you absolutely must ship to a P.O. Box, please contact us and we will do what we can to try and accommodate that, although we can not make any guarantees. 

Great news, we offer expedited options for those last minute special occasions!

Please note, we need time to process your order before it is ready to ship, so you'll want to take that into account when choosing your speed. We typically need 1-2 business days to process the order for shipment, however some will need the full 3-5 business days to process before shipment. Please reach out to us should you have any questions!

*Expedited shipments do not move on the weekends or holidays, so please take that into account when choosing your shipping options towards the end of the week. 

We offer Shipping Protection as a way to protect your order should anything happen during transit. 

The shipping protection is an affordable guarantee that if your package doesn’t make it to you or is damaged during transit, you will be compensated.  Ivy City Co. is not responsible for lost, damaged, or stolen packages, so shipping protection provides assurance that you will be covered should anything happen during shipment. 

*Please note, shipping protection does not cover lost packages due to incorrect information being added before check out, so please ensure all your shipping information is correct before placing your order. 

For Lost Packages:

Tracking says delivered but is missing:

-Please check your front and back porch, side door, garage area, bushes and mailbox to make sure it’s not hiding. Ask your neighbors if they might have received it for you.

-Please wait at least 3 business days but no longer than 12 days from when your tracking says delivered before taking action.

For Damaged or Stolen packages please reach out to our customer service team at [email protected]. We would love to help in locating and finding a solution for your package.

Shipping Protection is optional and you can choose to remove it from the check-out cart. 

We love our international customers and ship world wide! 

Shipping costs vary, so once you're ready to check-out shipping costs will be calculated in the check-out cart. 

Generally, international orders will take 2-4 weeks to arrive once shipped. 

Expedited options vary depending on the country. Please allow up to 1 week for expedited international shipments (not including processing time).


We are so sorry to hear your order has not been received! 

If your package has been marked as delivered but has not arrived, it can sometimes happen that carriers prematurely mark a package as being delivered, and the package may turn up a few days later. We advise you to allow 3 business days past the original estimated arrival time for the package to show up. In the meantime, please double-check your shipping address to ensure it is correct.

If your package still has not shown up after 3 business days, and your address is accurate, please contact us. 

We will do our utmost to resolve the issue for you. If you purchased shipping protection, your order will be eligible for replacement if it has not shown up after the 3 day window. 

Hi,

If you need to change the shipping address for your order, please reach out to us as soon as possible with the updated information, and we will be happy to accommodate your request if the order has not yet shipped. Please note, the window to make changes is super short, however we'll do all we can to help! 

We look forward to you receiving your items soon, and if you have any further assistance, don't hesitate to contact us!

If you wish to upgrade your shipping to a faster method, please let us know as soon as possible which method you would prefer, FedEx 2Day or FedEx Priority Overnight. 


Please be aware that we need to hear back from you within a very short window of time to make these changes, as orders quickly become 'locked' in our system and cannot be altered or cancelled beyond that point. Changes are not guaranteed and can not be made if your order has already started processing for shipment. 

Returns + Exchanges

Thank you for reaching out for assistance with a return or exchange! We're here to help with your needs. To start the process, please follow these steps:

1. Submit your return or exchange request through our Returns Portal to set up a fast and easy return. 

2. If your return request is eligible, you will be able to submit your request and receive a pre-paid return label. *Please note, you have 30 days from when your return was submitted otherwise, your return will expire and no longer be approved. 

3. For local customers: If you're near our Riverton, UT location, feel free to bring your items directly to our store for a return or exchange. 

Important to note:

  • Items ending in .99 or with 'Final Sale' in the title are not eligible for a refund, credit, or exchange.
  • Once your return is received and passes inspection by our Returns Team, your return will be processed.
  • If you require a quick exchange, or needing a non-like for like item, please inform us, and we will be delighted to facilitate this process for you.
  • Full policy details can be found 
  • Full policy details can be found here

Thank you for being a valued member of the Ivy family, and we hope to continue providing you with great service!

If you aren't happy with your order, then neither are we! So, let's figure this out, shall we?😊


We offer returns for exchange, store credit or refund to your original payment method on eligible items. Final sale items are not eligible for return. 

  • Returned items must be unused, unworn, with the original Oh Happy Day bag, and all tags still attached to be eligible for a return. *Alternations void our return policy and make the dress ineligible for return
  • Returns are processed after your item is delivered back to our warehouse and has passed inspection.
  • Please allow 4-5 business days from when your return is delivered to our warehouse for your return to be processed
  • Shipping costs, shipping protection, discounts and redeemed rewards are non-refundable
  • Damaged or defective product must be reported within 10 days of receipt to be eligible for replacement. Please send an email to [email protected] with your order number and detailed photos of the defect and we are happy to help.
  • Please do not use your own return label as we will not be able to track and process your return.

Free Exchanges and Store Credit

  • You have 45 days from when your order ships to request an Exchange or Store Credit 
  • There are no fees associated with Exchanges or Store Credit returns
  • Exchanges are shipped with standard shipping
  • If you are needing a quick exchange, please contact our customer service team 
  • Store credit is issued via an Ivy City Co eGift Card that does not expire and can be used towards future purchases
  • PLEASE NOTE - inventory for exchanges is not guaranteed. If they item you are exchanging is no longer available to process your exchange, you will receive a refund to your original payment method. 

Refunds

  • You have 21 days from when your order ships to request a refund back to your original payment method
  • Refund returns have a refund fee of $12 (per order, not item) that will be deducted from your refund amount. If you select store credit, this fee is waived. 
  • Shipping costs, shipping protection, discounts and redeemed rewards are non-refundable
  • Once your refund is issued, your banking institution may require additional time to post the funds back to your account. Please contact your bank for any questions. 

In-Store Returns

  • Go to our Riverton, UT store within your return window to request your in-store return. 
  • Please note, not all inventory is available for in person exchanges, however if we have something online that is not available in person, we're happy to help get that shipped or arrange for pick-up.

Purchases Made on Payment Installment Plans

  • Eligible for refund only, 21 days from order fulfillment

International Returns

  • International returns are eligible for return for refund or store credit 21 days from delivery. 
  • At this time we are not able to offer pre-paid returns or Return Bars drop offs for international orders.
  • Please email us at [email protected] to start the return process manually. 
  • Prepaid duties and taxes are non-refundable. These are forwarded to your local customs authority so we are unable to refund fund. However by contacting your local customs office directly, with copies of your return information, you can claim these fees back.

Gift Cards and Gift Boxes

  • Gift Cards and Gift Boxes are not eligible for return

To submit your eligible return, click here
*Please note, once you have submitted your return request, your request expires after 30 days and is no longer eligible for approval.



You can track your return by clicking the "See Return Details" button at the bottom of your return confirmation email. (Subject will start with "Return your Ivy City Co items using a pre-paid label")
Typically, you should expect your return to be completed within 4-5 business days from when your return shows it was delivered. If your return tracking shows it has been delivered and it's been over 4-5 days from delivery date, please let us know.

Final sale items will be noted in the product name, or will end in $.99

Gift Cards and Gift Boxes are final sale and not eligible for return.

Final sale items can not be returned for exchange, credit or refund. If you are worried about sizing, we recommend double checking the measurements before purchasing as we will not be able to accommodate exchanges. 

Should a final sale item not work out, our items have a great resale value and there are a lot of Buy/Sell/Trade groups or resell sites. 

International returns are eligible for return for refund or store credit 21 days from delivery. At this time we are not able to offer pre-paid returns or Return Bars drop offs for our international orders. 

Please email us at [email protected] to start the return process manually. 

Shipping costs, prepaid duties and taxes are non-refundable. Duties and taxes are forwarded to your local customs authority so we are unable to refund fund. However by contacting your local customs office directly, with copies of your return information, you can claim these fees back.

If you return an order that was purchased using installation payments such as Afterpay, ShopPay, PayPal Payments, etc... you will only be refunded the amount you've paid towards the purchase so far (less the $12 refund fee and shipping costs). 

Any remaining amount will not be refunded as any future payments will be cancelled. We do  recommend reaching out to Afterpay, ShopPay, PayPal, etc... after the order has been refunded to confirm, however. 

Rewards

Simply click on the rewards icon on the lower left of our site, sign in and then you’ll see all your rewards info. 

From there, you can spend your rewards and turn them into discount codes, see how much you need to earn for your next reward, all ways to earn, and more! 

Start earning points for your purchases to redeem for discounts! Click on the IC rewards icon in the lower left of your screen to get started. 

Shop, leave photo reviews, like us on Facebook, and more! Just be sure you’re signed into your rewards account to make sure you're racking up the points. You can see all ways to earn through the rewards portal. 

Photo Reviews - Points will be given for up to 5 reviews per 30 days and can only be left once per item purchased. 

*Reviews on shipping protection and gift cards are not eligible for earning rewards.

Turn your earned points into discount rewards! Click on the IC rewards icon, click ways to redeem, and all available rewards will be shown. From there, you can turn your points into discounts to use towards your next purchase! 

*please note, rewards can not be combined with other discounts codes

If you return an item that you purchased using a redeemed reward, those points are not returned back to you. 

Happy happy birthday, we want to celebrate you! 🎉 

Be sure to enter your birthdate at least 30 days in advance and we'll send you a special discount on your birthday! 

Orders

Thank you for your purchase! The best way to check your order status is from your order confirmation email. Clicking on the link in that email will provide you with your order updates and tracking information. 

We'll also be sure to send you tracking once your order has left our facility, or a "ready for pick-up" email if you've chosen Store-pick up. 

Of course, if you have any questions about the status, we're happy to help! Simply contact us via chat or email. 

We have a short window to make a change to an order, or cancellation. If you need to cancel or make a change, please let us know what changes you need made. 

We can not guarantee the change/cancellation, however we will do our best to accommodate you! 

Please note, changes to products (including removing, adding and size changes) can not be made during sales, however we will do our best to accommodate address changes. 

If you have received a damaged item, this is certainly not up to our standard and want to make it right!


Please send us a photo of the damaged area on the item. If you received the wrong item, please include a photo of the barcode on the dress bag. Having a photo helps us keep a record of the issue so we can monitor and prevent similar problems in the future. Once you provide a photo, we will be more than happy to assist you with a resolution. 


To report the damaged item and initiate the process, follow these easy steps:

  • Take a clear photo of the damaged area, or wrong item received. 
  • If you received the wrong item, please also include a photo of the barcode on the outside of the dress bag. 
  • Send the photo to our customer service team.
  • Wait for our team to get back to you with the next steps.

We appreciate your cooperation and look forward to resolving the issue as quickly as possible.

We apologize for the inconvenience you're experiencing with creating an account or placing an order. We are eager to assist you with this process. To help you complete your order, we can do it on our end. We would need to know the following information:

  • The item(s) you want to purchase
  • Your shipping address
  • The email address you'd like to use for the order

Once we have these details, we will proceed with creating the order for you. Please reach out with the required information, and we'll take care of the rest!

If you would like to send an order as an anonymous gift, please ensure you inform us during the ordering process. We will coordinate with our warehouse team to ensure that no identifying information is included with the gift. We will confirm with you via email when this has been arranged successfully.


We are delighted to help make your gift-giving experience special and discreet. If there's anything else we can do to assist you, please let us know!

Hi,

If you have paid for expedited shipping but the carrier has experienced a delay resulting in your package not arriving by the expected date, we understand your frustration. In such cases, we are happy to refund the cost of the expedited shipping. You should receive a notification confirming the refund soon.

We apologize for any inconvenience this may cause and thank you for your understanding. If you require further assistance, please contact us and we'll be glad to help.

If you selected in-store pick up, please wait for your 'ready for pick-up' email before heading in to collect your order. Our showroom address is:

Ivy City Co
12711 Old Liberty Way
Suite 700
Riverton UT, 84096

Showroom hours are Monday through Saturday from 10am - 7pm. 

No, our packing slips do not include prices, making them ideal for gifts. You do not need to request a 'gift' option at checkout, as your package will automatically come with an invoice sans cost details.

If you're experiencing difficulties with a discount code at checkout, please send us a screenshot of the error message you are receiving. This will help us to better understand the issue and assist you more efficiently. You can easily reach our customer support team with the screenshot, and we will ensure to resolve the problem quickly so you can complete your purchase.

We are pleased to offer a variety of payment options for your convenience. At checkout, you can choose to pay using ShopPay, Afterpay, PayPal, or your debit and credit cards. Our goal is to make your shopping experience as smooth and accessible as possible, so if you have any questions about our payment methods, please don't hesitate to reach out to us.

Product Questions

Like our customers, each of our dresses is unique! To ensure the best fit, we created individual size charts for every design. You can find our size chart on each product, or here

We recommend storing your measurements in a place you can easily reference, like a notes app on your phone. Once you have your measurements, look for the "VIEW SIZE CHART" button on each product page to find your recommended size.

It's super important to check the size chart before you purchase a dress since sizing can vary from dress to dress and you may be different sizes depending on the fabric, construction, silhouette, etc... 

Here are some helpful tips when shopping our smocked or loose fitting options: 

  • You'll typically want to order based on your bust/waist measurement
  • If the bodice of the dress is stretchy, then order based off of whichever measurement is smaller between your bust and waist measurements.
  • If you are in between sizes on a stretchy item, size down

Here are some helpful tips when shopping our more fitted, non-stretch items: 

  • Typically choose based off your largest measurement
  • If your hips are the largest measurements, but the dress isn't fitted through the hips, then choose your size based off your bust and waist. 
  • If you are in between sizes on a fitted/non-stretch item, we recommend sizing up

Learn how to measure yourself here and watch our size guide below. 




We do! You can find them online here or if you're local, you can get a physical card at our showroom 😁 

For items that do not require dry cleaning, we recommend hand washing with cold water and hanging to dry. 

*Please note, some items may have some dye bleed, so we recommend washing alone or with like colors to avoid color transfer. 


Wrinkles are a pain! We totally get it and thankfully we're experts in this 😉 

The #1 way to get rid of wrinkles is using a steamer. If you don't have access to a steamer, use your iron's steam setting and that should help although it may take a bit longer. 

We are proud to be partnered with some of the best manufacturers in the world that prioritize both the care of the garments and the people who help create them. 

Our dresses are dreamt up at our HQ in Utah and brought to life across our facilities in Asia. We are proud to support and create with a fellow female-founded facility in China and a GOTS certified factory in India. Not all factories are made equal and you can trust we have done our research and hand-selected only the best to create your Ivy City pieces. 

How clothing is made and how those who make it are treated matters 💕

We use high quality zippers on all our dresses. Even the best of the best can still get stuck, so we have some helpful tips if you find yourself with a stubborn zipper.  

The trickiest area tends to be at the waist band, since that is where the fabric is thickest. Make sure both sides of the zipper are parallel to each other before you start zipping. It's important to keep the fabric taut with no slack as that can cause the zipper to stop and get stuck. 

You may still have some resistance and having a helpful hand may be needed, but following those steps should make things a bit easier.

We don’t have an exact date on when items will be back, so, we encourage you to sign up for a restock notification by clicking the "email when in stock" button (found by clicking on the product and size that is sold out). That way, you'll get a notification if we do happen to bring it back or get one from a return. 

That is a great question! 

In order to give our dresses that magical twirling power 👗 , we intentionally add these seams to make the skirt as full as possible without being limited by fabric width.

Unfortunately, we are not able to offer customized options, I am so sorry!

That being said, we have had many customers have success taking their dresses to a local seamstress or tailor to help them with that type of request. 

If you have loose threads on your dress, please take special care by trimming the threads carefully with scissors without pulling them to prevent further damage. For loose sequins, you can secure them back onto the dress with a few stitches using a needle and thread that matches the color of the sequins or the dress. To prevent more sequins from falling off, consider hand washing the dress gently and avoiding rough handling.

Yes!  We do have a selection of outfits that cater all members of your family! Feel free to browse through our current boy styles here or outfits for the whole family here 💕

Showroom

THE IVY CITY CO SHOWROOM

Come shop in person!

ADDRESS:

12711 Old Liberty Way

Suite 700

Riverton, Utah 84096

HOURS:

Monday - Saturday

10am to 7pm


Our Showroom does not have a phone, however you can ask us anything via chat on our site, or text us at 385 325 8169

Unless an item says "pre-order" or is marked as sold out, you will typically be able to shop it in person 😊 If you don't see it on the racks, ask one of our stylists if they can pull it for you. 

You can shop online and pick-up in person for faster turn around. Choose the pick-up option in the check-out cart for your delivery method. 

Unless an item says "pre-order" or is marked as sold out, you will be able to shop it in person 😊 

When placed online, pick-up orders typically need 2-5 business days to be ready. Please wait until you have received the "ready for pick-up" email before heading to the store. 

Collab with Us

Hello there!

Thank you so much for your interest in collaborating with Ivy City Co! We're thrilled that you'd like to work with us. Here's how you can submit your proposal for a collaboration:

  1. Visit our website and navigate to the "Collaborate with Us" page, found here
  2. Fill out the submission form with your details and any relevant information about your social media presence and audience.
  3. Once your submission is complete, it will be reviewed by our collaboration team.

If our team requires any additional information or decides to move forward with setting up a collaboration, we'll be sure to reach out to you directly. In the meantime, we wish you a wonderful day and look forward to the potential of working together!

We're delighted to hear that you're interested in modeling for our brand! To apply, kindly send us your complete portfolio, Instagram handle, and a brief summary of your previous modeling experience. Once received, our creative team will review your submission. If there’s interest in collaborating, they will reach out to you directly via email. ❤️

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