Refund policy
Here at Onyx and Ivory, we strive for exceptional customer service and a product you're in love with. If you experience an issue with your product or packaging, please email onyxanivoryhandmade@gmail.com to assist you in getting a quick and fair resolution to your problem.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds & Exchanges
Unless an item is damaged upon arrival and opening your box, refunds are not permitted. If in the event you receive an item and are unsatisfied with the product, please reach out to onyxanivoryhandmade@gmail.com for available solutions for a possible exchange.
In the event of an exchange, you will be responsible for the cost and risk of returning the items. Onyx and Ivory Handmade cannot be held responsible for item(s) damaged or lost in return shipment. Therefore, it is recommended to use an insured and trackable mail service. We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.
In the event of an exchange, all items must:
- Have been purchased within the last 10 days
- Be in the original packaging
- Be in unused and new condition