The Ivory Pearl Collective
We want you to love your pieces. If your order isn’t quite right, we’re here to help.
Please note:
We offer exchanges only. We do not offer refunds.
You may request an exchange within 14 days of delivery of your order.
To qualify for an exchange, all of the following must be true:
The item is unworn.
The item is unwashed.
The item is in its original condition, with all original tags and labels attached.
The item is not a white garment.
The item is not a sale/marked-down item.
If an item shows signs of wear, damage, makeup, deodorant, perfume, self-tan, washing, alteration, or missing tags, it will not qualify for exchange.
The following items are considered final sale and cannot be exchanged under any circumstances:
White garments
Sale / discounted / promotional items
Please choose carefully when purchasing these items.
To initiate an exchange, please email us at hello@theivorypearl.co.za and include:
Your full name
Your order number
The item(s) you would like to exchange
The size / style you would like instead (if known)
A brief note on why you’re requesting the exchange (optional, but helps us improve fit and quality)
We’ll reply with the next steps and the return delivery address.
Customers are responsible for the cost of sending the item back to us.
We recommend using a tracked courier service. The Ivory Pearl Collective is not responsible for parcels lost or damaged in transit when being returned.
If the item received was faulty or incorrect (wrong size, wrong item, manufacturing defect), please let us know in your email. In those cases, we will assess and, if confirmed, cover reasonable return shipping costs.
Exchanges are subject to stock availability at the time we receive your return.
If the requested size or style is no longer available, we will offer you:
An exchange for a different available item of equal value, or
A store credit / gift voucher to the same value of the returned item.
Cash refunds are not issued.
Exchanges will only be processed once:
We have received your returned item, and
The item has passed inspection for eligibility (original condition, tags attached, unworn, etc.).
Once approved, we will dispatch your replacement item or issue your store credit.
We aim to ensure every Ivory Pearl piece feels as perfect in your hands as it looked when you first fell in love with it.
If you believe you received a faulty item:
Email us at hello@theivorypearl.co.za within 14 days of delivery.
Include photos clearly showing the fault.
We will assess the claim. Manufacturing faults will be handled with priority, and in these cases we will cover reasonable return costs and arrange a replacement or store credit.
Please note that damage caused by wear and tear, improper care, stretching, mishandling, or washing according to incorrect methods will not be considered a manufacturing fault.
Please do not return any item before contacting us.
Unapproved returns, returns sent after the 14-day window, or items that fail inspection may be rejected and returned to you at your cost.
Exchanges only – no refunds.
Request an exchange within 14 days of delivery.
White garments and sale items are final sale and cannot be exchanged.
Items must be unworn, unwashed, undamaged, and with all tags attached.
Email hello@theivorypearl.co.za to start the process.
Return shipping is at the customer’s cost unless the item is confirmed faulty.
Store credit may be issued if the requested replacement is out of stock.
If you need help with sizing, fabric, or fit before you order, reach out — we’d rather help you get it right the first time than make you send anything back 💕
