Refund policy
Your right of withdrawal (EU consumers)
Under EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, notify us in writing at support@brookandivy.co within the 14-day period, stating your order number and the item(s) you wish to return.
Refund-only resolution (no physical return required)
Because our products ship from international warehouses, returning items is often impractical and costly. For that reason, in most cases we offer a full refund without requiring the product to be returned, subject to the conditions below.
When you are eligible for a refund
You may request a refund if:
- The item arrives damaged, defective, or not as described
- The item is significantly different from what was advertised
- You received the wrong product
- You exercise your 14-day right of withdrawal (EU consumers)
- The order has not been delivered within 45 business days of dispatch
How to request a refund
Email support@brookandivy.co with:
- Your order number
- A brief description of the issue
- Photos of the item and packaging (for damage or defect claims)
We will respond within 1–2 business days and, if approved, process your refund within 5–10 business days to the original payment method.
Non-refundable items
Refunds are not available for:
- Items damaged through misuse or normal wear
- Items reported more than 30 days after delivery
- Orders refused at customs or returned to sender due to incorrect address provided by the customer
- Personalized or custom-made items (if applicable)
Chargebacks
If you disagree with a refund decision, please contact us first — we will always try to find a fair solution. Initiating a chargeback without contacting us may delay resolution.
Questions?
Email support@brookandivy.co.