Returns, Refunds & Cancellations Policy

Ivy Lane Studio Co

At Ivy Lane Studio Co, we create and sell notebooks, planners, journals and custom-designed stationery products. We also offer bespoke design services for individuals and businesses.

Please read our policy carefully before placing an order.

Physical Products (Non-Personalised)

If you are not completely satisfied with a non-personalised product purchased from our website, you may request a return within 14 days of receiving your order.

To qualify for a return:

• The item must be unused and in resalable condition.
• The item must be returned in its original packaging where possible.
• Proof of purchase must be provided.

Customers are responsible for return postage costs unless the item is faulty, damaged or incorrect.

Once your return has been received and inspected, any approved refund will be issued to the original payment method.

Personalised & Bespoke Notebooks

Due to the custom nature of personalised and bespoke products, these items cannot be returned or refunded simply because you change your mind.

Refunds or replacements will only be offered if:

• The item arrives damaged.
• The item is faulty.
• The personalisation does not match the information supplied when ordering.
• We have made an error during production.

Customers are responsible for checking all spelling, wording, logos, colours and design information before approving artwork or placing an order.

Custom Design Services

Design fees cover the time, expertise and creative work involved in producing your design.

Once design work has started, design fees are non-refundable.

If a project is cancelled after work has commenced, any completed work and time already spent on the project remains chargeable.

Final design files will only be supplied once the agreed payment has been received.

Artwork Approval

Where artwork proofs are supplied, it is the customer's responsibility to carefully review and approve all details before production begins.

"All custom notebook orders require artwork approval before printing."

Once artwork has been approved:

• No responsibility will be accepted for spelling mistakes, incorrect information or customer-approved errors.
• Additional amendments may incur extra charges.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging

We will investigate and, where appropriate, provide a replacement, repair or refund.

Exchanges
Exchanges are only offered where an item is faulty, damaged or supplied incorrectly. Please contact us within 7 days of delivery to arrange an exchange where applicable.

Third-party marketplaces

Products purchased through third-party marketplaces, including Amazon, are subject to the returns, refund and customer service policies of the marketplace where the purchase was made.

Order Cancellations

Standard Products

Orders may be cancelled before dispatch.

Personalised Products

Orders may only be cancelled before design and production work has begun.

Design Services

Once design work has started, cancellations may be subject to charges for work already completed.

Refund Processing

Approved refunds will be issued to the original payment method. Please allow up to 14 working days for the refund to appear, depending on your bank or payment provider.

Contact

For any questions regarding returns, refunds or cancellations, please contact us using the details provided on our website hello@ivylanestudio.co

Return Address
The Fauld
Moorhouse
Carlisle
Cumbria
CA5 6EL
United Kingdom

Please contact us before returning any item so that we can provide return instructions and ensure your return is processed correctly