Returns and Exchanges

We aim to depict items and images on our website as true as possible to the real thing.

If you are hesitant or unsure please contact us and we can send returnable samples for you to view at home, or alternatively visit us in person at our showroom. We are here to help you and talk through what's right for you.

We think a good website with plenty of images makes online shopping easy. We want you to be completely happy with your purchase.

Returns Procedure

Change of Mind

We will consider returns for Change of Mind on a case by case basis. If agreed, we can issue a credit note, exchange or refund. Such items may incur a 10% restocking fee. Please contact us hello@theivyhouse.co.nz or 09 360 8986 to discuss.

Sale Items are final and not returnable, as noted.

Items agreed by The Ivy House for a refund or exchange must be returned unused in their original condition and, where applicable, in their original packaging immediately. We cannot accept used or damaged items, unless agreed faulty.

Cost of returning the goods to us will need to be paid by the purchaser and we suggest you use a registered courier service to ensure items reach us safely. Please note however that should you wish to do this the return shipping costs for a rug can be quite high.

Returns are to The Ivy House 238 Jervois Road Herne Bay Auckland 1011

We will need to check the item to ensure it has been returned in original condition. If not, we will not be able to accept the item and will return to you.

Faulty Items

Although rare, this can happen and we deal with this simply so that it is rectified quickly for you.
We will ask you to send photos and a description for us to consider the best way forward. If deemed faulty, we will arrange collection of the faulty item and delivery of the replacement.

Still Not Sure?

If you are unsure regarding an online purchase, we keep samples of all rug styles in store so feel free to come and see, or request a returnable sample be sent out before selecting.

Please contact hello@theivyhouse.co.nz or call 09 360 8986 with any queries. We are very happy to discuss any issues you have as we really want you to be completely happy with your purchase.