Frequently Asked Questions & Store Policies

Chargebacks & Payment Disputes (Strict Policy)

We do not accept chargebacks as a method of resolution.

By placing an order with The Rustic Ivy, you agree to contact us directly and allow us the opportunity to resolve any issue before initiating a chargeback, payment dispute, or bank claim.

Chargebacks filed without first contacting us may result in:

Loss of return or refund eligibility
Submission of order documentation, tracking confirmation, delivery scans, photos, and communication records to the payment processor
Permanent restriction from future purchases

Chargebacks filed for reasons covered by this policy—including buyer’s remorse, dissatisfaction, size perception, carrier delays, or packages marked Delivered—will be formally disputed with evidence.

Abusive or bad-faith chargeback activity may result in denial of future service.

Order Cancellations

Cancellation requests before shipment may be approved at our sole discretion.
Approved cancellations are subject to a 5% restocking/processing fee to cover non-refundable transaction and platform fees incurred at checkout.

Once an order is shipped cancellations are not allowed.

Returns & Refunds

Return Eligibility

Only items clearly marked as returnable in the product listing are eligible for return.
All other items are final sale.

Return Authorization Required

All returns must be requested and approved before sending an item back.
Unauthorized or unapproved returns will be refused.

Return Window

Returns must be requested within 30 days of delivery, unless otherwise stated
Once approved, items must be shipped back within 14 days of approval

Late returns may be denied.

Item Condition

Items must be returned in the same condition received:

Unused and unaltered
Complete
In original packaging

Items returned used, damaged, incomplete, or improperly packaged may be refused or refunded at a reduced amount.

Return Shipping

Buyers are responsible for all return shipping costs.
If a prepaid return label is provided for convenience, the label cost will be deducted from the refund.

Refund Processing

Refunds are issued only after inspection
Original shipping charges are non-refundable
Approved refunds are processed to the original payment method within 3–5 business days

Damaged Items

If your item arrives damaged, you must contact us within 48 hours of delivery.

Required documentation:

Clear photos of the damaged item
Photos of the shipping box (inside and outside)
Photos of all original packaging materials

All packaging materials must be retained until the claim is resolved.
Failure to provide required documentation may affect eligibility for a refund.

Shipping & Delivery

Orders ship within 1–2 business days unless otherwise stated
Tracking is provided for every shipment
Carrier delays after shipment are outside our control

Delivered but Not Received

Once a package is marked Delivered by the carrier, responsibility transfers to the recipient.

If you cannot locate your package:

Verify the shipping address provided at checkout
Check around your property and with neighbors
Review carrier delivery details
Contact the carrier directly to open an investigation

Refunds are not issued for packages marked Delivered.
Chargebacks filed for “item not received” when tracking confirms delivery will be contested.

Product Details & Sizing

Listings accurately represent items to the best of our ability.
Customers are responsible for reviewing all photos, measurements, descriptions, and condition notes before purchasing.

If clarification is needed, contact us before checkout.
Returns are not accepted for size or expectation issues when details were clearly provided in the listing.

Unpaid Orders

Orders are not considered complete until payment is received.
Unpaid orders may be canceled automatically and inventory released.

Agreement at Checkout

By completing checkout, you confirm that you:

Reviewed the listing description, photos, measurements, and policies
Understand and accept our cancellation, return, and shipping terms
Agree that chargebacks are not an acceptable substitute for contacting customer support