Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ivorycreekhm@gmail.com. Please note that returns will need to be sent to the following address: 75 Ivory Creek Road, Toogoolawah Qld 4313

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at ivorycreekhm@gmail.com.

Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ivorycreekhm@gmail.com.

At Ivory Creek Handmade, we stand by the quality of our soaps and abide by the Australian Statutory Legal requirements regarding faulty products. If you believe the product you received is faulty please contact us with the details of how the product was faulty along with photos of the defects. Any items sent back without first contacting us will not be refunded or returned.

After assessing your request for refund/replacement of a faulty product, we will advise if successful and be in touch to arrange the refund/replacement accordingly. Please note that refunds given are for the cost of the product only and will not include any postage or shipping costs incurred.

Refunds will be issued in the same manner in which the payment was made. If the soap was paid for with Credit Card, you will need to provide the same credit card details for the refund. If you are unable to provide the same details, the refund will not proceed per Australian Legal requirements.

Refunds will not be offered on change of mind purchases or if you do not like the scent the ordered. Please ensure you read scent descriptions prior to purchasing.

Orders placed by those not residing in a country where shipping is available and elect for pick-up, will have their orders cancelled and refunded less any payment fees incurred by Ivory Creek Handmade.  We are an Australian based business as indicated in numerous places on the site including when electing for pick-up at check-out. 

In the event a parcel has an Authority to Leave when being delivered, items that are damaged, lost or stolen will not be refunded or replaced. Due to Australia's weather conditions, it is advised against requesting an Authority to Leave to prevent damage products.

Due to health and hygiene concerns, any bath and body products purchased cannot be returned or refunded if the seals are broken or damaged. Please be sure to read all ingredients listed in the description and contact me prior to purchase if you have any concerns or questions.