Refund policy

 

Returns & Exchanges

At Simone & Ivy, every piece is thoughtfully selected with care. We want you to love your purchase, and we’re here to help you shop with confidence.

Exchanges & Store Credit

Eligible in-store purchases may be exchanged or returned for store credit within 10 days of purchase. For online orders, return requests must be submitted within 10 days of delivery.

To be eligible, items must be:

  • Unused and in original condition
  • In their original packaging
  • Accompanied by the original tags

Shipping and delivery fees are non-refundable. Approved non-defective returns may be subject to a 20% restocking fee.

How to Make a Return

In-Store Returns

Eligible items may be returned or exchanged at:

#20, 580 St. Albert Trail
St. Albert, Alberta

Returns by Mail

Before mailing a return, please email hello@simoneandivy.ca within 10 days of delivery to request approval.

Return shipping costs are the client’s responsibility. We recommend using a trackable shipping service, as Simone & Ivy is not responsible for return packages lost or damaged in transit.

Once an approved return has been received and inspected, store credit will be issued within seven days as a gift card or applied directly to the client’s account.

Final Sale Items

The following items are final sale and are not eligible for return, exchange or store credit:

  • Custom furniture, including all pieces from Stylus, Dinec and Van Gogh Designs
  • Special-order rugs that were not in stock at the time of purchase and were ordered specifically for the client
  • Floor models
  • Items discounted by 20% or more
  • Consumable and personal care products, including food, lotions, soaps and perfumes
  • Live plants

Please review your order carefully before purchasing, particularly when ordering custom, made-to-order or investment pieces.

Order Cancellations

  • Cancellations for standard online orders must be requested within 24 hours of purchase.
  • Cancellations or changes to custom and made-to-order items must be requested within 48 hours of purchase.
  • Orders cannot be cancelled after they have shipped.
  • After the applicable cancellation period has passed, custom and made-to-order items cannot be changed, cancelled or returned.

To request a cancellation, please email hello@simoneandivy.ca as soon as possible. Cancellation requests are not confirmed until approved by our team.

Custom Furniture & Special-Order Rugs

Custom furniture and special-order rugs are final sale. Final measurements, access requirements and fit are the client’s responsibility.

We strongly recommend viewing available samples before ordering. Colours, textures and finishes may appear differently online and can vary between dye lots or production runs.

After the 48-hour cancellation period, these orders cannot be changed, cancelled or returned.

Our team is happy to help with measurements, selections and product information before your order is placed.

Damages & Manufacturer Defects

Damage must be reported within 48 hours of shipping, delivery or pickup. Please retain the original packaging and email hello@simoneandivy.ca with your order number and clear photos of the item, packaging and damage.

Claims submitted within six months may be reviewed for manufacturer defects, subject to assessment and the manufacturer’s warranty terms. Damage caused during client transportation, handling or assembly is not considered a manufacturer defect.

Natural variations in materials such as wood, stone and marble are expected and are not considered defects.

Restocking Fee

Approved returns of non-defective items may be subject to a 20% restocking fee. Any applicable fee will be confirmed before the return is completed.

Price Adjustments

Eligible regular-price purchases may receive a one-time price adjustment if the item’s advertised price is reduced within 10 days of purchase. The adjustment must be requested while the reduced price is still available and will be issued as store credit.

Price adjustments do not apply to temporary sitewide promotions or discount codes, including long-weekend events, Black Friday, Boxing Week, flash sales and other limited-time offers.

Price Match Policy

We want you to feel confident shopping with Simone & Ivy. If you find an identical item advertised for less by an authorized Canadian retailer, please contact us before completing your purchase. We’ll be happy to review the pricing and do our best to accommodate your request.

To qualify for a price match:

  • The item must be identical in brand, model, size, colour, finish and condition.
  • The item must be new, in stock and available for purchase.
  • The price must be current and verifiable by our team.
  • The retailer must be able to sell and deliver the item to your address in Canada.
  • The total delivered price will be compared, including applicable shipping, delivery, handling and other fees.
  • The request must be submitted before your purchase is completed.

Price matching does not apply to:

  • Clearance, liquidation, discontinued, damaged, open-box or floor-model merchandise
  • Bundles, free-gift offers or financing promotions
  • Loyalty rewards, gift cards, account credits, trade or employee pricing
  • Pricing errors or unauthorized advertisements
  • Amazon, Wayfair or eBay, as well as other auction sites, resale platforms or third-party marketplace sellers

Some manufacturers establish pricing guidelines that may limit the discount we can offer. If we cannot match a competing price in full, we will always offer our best available price whenever possible.

All price matches are subject to verification and approval by Simone & Ivy and cannot be combined with other discounts, promotions or loyalty rewards.

Questions?

Please contact us if you have any questions before making a purchase or requesting a return. We’re always happy to help.

Email: hello@simoneandivy.ca
Phone: 587-805-2414