FAQs

General

As a Canadian owned and operated business, supporting other Canadian businesses is extremely important to us! We source from Canadian vendors as much as possible and also provide imported products from trusted vendors around the world.

All of our decor/lifestyle items are in store and available to look at and shop!

Not all of our furniture, lights, rugs, mirrors and wall decor are floored or readily available in-store. Our website is like an online catalog for these categories. Larger pieces of furniture often need to be ordered per request. If you would like to know whether or not the item you are interested in is currently floored in our St. Albert location, please email us at hello@simoneandivy.ca

Yes! We do have swatches of our custom upholstery items available to pop in the mail and send to you. You can order your upholstery swatches here.

ORDERING & PAYMENT

All prices are listed in Canadian dollar currency.

Online - we accept Visa, Visa Debit, M/C and Simone & Ivy Gift Cards.

In-store - we accept Visa, Visa Debit, M/C, Interact Debit, Cash and Simone & Ivy Gift Cards. 

We typically process and ship orders the next business day, therefore we highly recommend that you review your order information before submitting your order. If your order remains unfulfilled and without a tracking number we may be able to make adjustments. Please email us with your order number at hello@simoneandivy.ca 

Online - please contact us within 24 hours of placing your order to request a cancellation. If your order has already shipped and we are unable to reroute it during transit, you may be required to incur the inconvenience and cost of having to receive the item and ship it back. 

Please note - Custom and made to order items are not eligible for cancellation after 48 hours.

Your credit card will be charged as soon as you complete your order at checkout.

No, discount and sale codes are only applicable for one discount per order.

All items purchased at 20% off or more are final sale and are not eligible for return or exchange. Please refer to our Return Policy for further information.

When your order is ready for pick up in store, you will receive a “Ready for Pick Up” email notification.

If the item you purchased is in stock, you will receive a message via your preferred method of communication from our Operations Team within 48 hours of placing your order to arrange a time to pick up your order from our warehouse.

If the item you purchased is out of stock, you will receive a message via your preferred method of communication from our Operations Team within 48 hours of placing your order, letting you know what the ETA of your order will be. Once it arrives at our warehouse, our Operations Team will reach out to you and arrange a date/time to come and pick it up.

If there are any additional delays or changes, we promise to communicate the most up to date information regarding your order with you as soon as possible.

Shipping & Delivery

You can review our shipping/delivery policy here.

Share details about your shipping policies, item returns, or customer service.

We currently ship decor/lifestyle items across Canada & USA! 

We do not ship oversized items, such as furniture, rugs, lighting, mirror and wall decor. Those items are only available for local pick up or delivery.

Yes! We currently ship decor/lifestyle items across Canada & USA!

RETURNS & EXCHANGES

Read our full return and exchange policy here.

Oh no! Please send an image and description of the damaged/broken item to hello@simoneandivy.ca to start the claim process. Depending on the case, either a discount, replacement or refund will be issued. Please note, all damages must be emailed within 7 days of the delivery date to be covered.

To help you shop with peace of mind, we extend our Return Window for the Holiday Season, Item(s) purchased between November 1st and December 24th inclusively, may be exchanged or returned for store credit until January 15th of the following year. The Extended Holiday Return Policy does not apply to Christmas decor.

S&I Seasonal Refresh Boxes

Your seasonal box will be shipped quarterly on the following dates - February 15th, May 15th, August 15th & Nov 15th. The cutoff for ordering will be the 15th of the month the box ships:

February - A curated collection of items that will move your mood from the chilly winter days into the thoughts of spring.

May - Bring on all of the fresh life that spring & summer has to offer.

August - A warm & cozy transition to the fall months with scents & decor that entice you to "stay in"!

November - 'Tis the Season! One of our favourite months to share holiday decor and cheer.

Initially, you will be charged the day you place your order and your box will ship on the 15th of the next scheduled month. From there, you will be charged on the 11th day of the month that your box ships which is the 11th of February, May, August & November.

When signing up for a subscription, you are committing to a 1 year subscription (4 seasons). 

After your 4th box has shipped, you are able to log in to your account and request to cancel your subscription. You can also reach out to us at hello@simoneandivy.ca and we can assist you.

Our Seasonal Refresh Boxes are non-refundable. Items inside the box can not be exchanged or returned.

However, the items in the Refresh Boxes also make lovely gifts and we encourage you to brighten someone else's day with an item that you already have!

Refresh Boxes must be placed on their own INDIVIDUAL ORDER. Please do NOT add other items to your Refresh Box order and if you do, additional shipping costs will incur.

GIFTS & GIFT CARDS

Yes, you can purchase a digital Gift Card online and redeem online or in-store.

Also yes! You can purchase a physical Gift Card in-store and redeem the Gift Card in-store or online.

Furniture Care

Pilling is common with cross-woven fabrics. It is caused by the excess fibers being pushed to the surface as they are being sat on. This is why you will most often see pilling on the seat cushions and not other parts of the sofa. Once the excess fabrics have all lifted up, the pilling will stop. You can easily remove the pills with the use of a "sweater shaver" and your fabric will look good as new.

For more information please refer to our Upholstery Care Guide.

Diamond Kote is an upholstery protection plan. This warranty protects the upholstery of your piece for 5 years against most accidental stains, rips, tears and burns.

For more information on Diamond Kote and how to make a claim, please refer to our Diamond Kote Information Page.

Any other questions we have not answered?

We would love to hear from you! Please contact us here.