Exchange Policy

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

Exchanges & Store Credit

 

We offer exchange or store credit within 10 days of purchase.

To be eligible:

• Items must be unused
• In original packaging
• With tags attached

Please note:

• Shipping and delivery fees are non-refundable
• Returns may be subject to a 20% restocking fee (see below)

Final Sale Items

 

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

• All custom furniture (including all pieces from Stylus, Dinec, and Van Gogh Designs)
• All special order rugs (any rug not in stock at time of purchase and specifically ordered in for you)
• Floor models
• All sale items discounted 20% or more
• Consumable and personal care items (including food, lotions, soaps, perfumes, etc.)
• Live plants

We kindly ask that you review your order carefully before purchasing, especially for made-to-order and investment pieces.

Order Cancellations

 

• Online orders: Must be requested within 24 hours of purchase
• Custom & made-to-order items: Cannot be cancelled after 48 hours

If an order has already shipped, cancellation may not be possible.

Return Options (Online Orders)

In-Store Returns

 

Returns and exchanges can be completed at:
#20, 580 St. Albert Trail, St. Albert, AB

Returns by Mail

 

• Email hello@simoneandivy.ca within 10 days for approval
• Return shipping is the customer’s responsibility
• Items must be unused and in original packaging

Store credit will be issued within 7 days of receiving your return, in the form of a gift card or applied directly to your customer account.

Custom Furniture & Special Order Rugs

 

• All custom furniture (including all pieces from Stylus, Dinec, and Van Gogh Designs) and special order rugs (any rug not in stock at time of purchase and specifically ordered in for you) are final sale
• Final measurements and fit are the customer’s responsibility
• We strongly recommend viewing a sample before ordering, as rugs can vary in colour and texture from how they appear online
• Orders cannot be changed, cancelled, or returned once placed

We are happy to help guide you before purchase - please reach out with any questions.

Damages & Defects

 

• Must be reported within 48 hours of receiving your item
• Claims up to 6 months may be reviewed for manufacturer defects

Please note: Natural materials (wood, marble, etc.) will have variations, movement, and imperfections - these are not considered defects.

Restocking Fee

 

Approved returns (non-defective items) may be subject to a 20% restocking fee.

Storage & Pickup

 

• Items must be picked up or delivery arranged within 14 days
• After 14 days, a $95/week storage fee applies
• Orders may be held for up to 6 months maximum

Unclaimed orders after this time may be released back into inventory, with store credit issued at our discretion.

Price Adjustments

 

• Eligible within 10 days of a sale starting
• Issued as store credit

Excludes major sale events including:
Black Friday, Boxing Week, Flash Sales, and promotional events.

Price Match Policy

 

We match pricing from local retailers on identical items (brand, size, finish, condition).

Excludes: Marketplace sellers (Amazon, Wayfair, eBay), clearance events, bundles, and promotional offers.

A Note on Handmade & Natural Products

 

Many of our pieces are crafted from natural materials and finished by hand. Variations in texture, tone, and detail are part of what makes each piece unique - and are not considered defects.

Questions?

 

Please contact us and we will be happy to help!

📧 customercare@simoneandivy.ca
📞 587-805-2414