Returns & Exchanges

At Simone & Ivy, every piece is thoughtfully selected with care. We want you to love your purchase, and we’re here to help you shop with confidence.

Exchanges & Store Credit

Eligible in-store purchases may be exchanged or returned for store credit within 10 days of purchase. For online orders, return requests must be submitted within 10 days of delivery or pickup.

To be eligible, items must be:

• Unused and in original condition
• In their original packaging
• Accompanied by the original tags

Shipping and delivery fees are non-refundable. Approved non-defective returns may be subject to a 20% restocking fee.

How to Make a Return

Eligible items may be returned in person at our store or by mail, as outlined below.

Return In Store

Bring your eligible item to our St. Albert store during regular business hours:

Simone & Ivy
#20, 580 St. Albert Trail
St. Albert, Alberta

Return by Mail

Before mailing your return, please email hello@simoneandivy.ca within 10 days of delivery to request approval. Please do not mail your item until your return has been approved.

Return shipping costs are the client’s responsibility. We recommend using a trackable shipping service, as Simone & Ivy is not responsible for return packages lost or damaged in transit.

Once an approved return has been received and inspected, store credit will be applied directly to the client’s account within 5 business days.

Final Sale Items

The following items are final sale and are not eligible for return, exchange or store credit:

• Custom furniture, including all pieces from Stylus, Dinec and Van Gogh Designs
• Special-order rugs, including rugs larger than 8' × 10' or rugs that are not part of the S&I Collection
• Floor models
• Items discounted by 20% or more
• Consumable and personal care products, including food, lotions, soaps and perfumes
• Live plants

Please review your order carefully before purchasing, particularly when ordering custom, made-to-order or investment pieces.

Order Cancellations

• Cancellations for standard online orders must be requested within 24 hours of purchase
• Cancellations or changes to custom and made-to-order items must be requested within 48 business hours of purchase
• Orders cannot be cancelled after they have shipped
• After the applicable cancellation period has passed, custom and made-to-order items cannot be changed, cancelled or returned

To request a cancellation, please email hello@simoneandivy.ca as soon as possible. Cancellation requests are not confirmed until approved by our team.

Custom Furniture & Special-Order Rugs

Custom furniture is any made-to-order furniture ordered specifically for a client. This includes pieces for which the client selects or customizes details such as the upholstery, fabric, size, configuration, finish, legs or other available options.

Special-order rugs include rugs larger than 8' × 10' or rugs that are not part of the S&I Collection.

Custom furniture and special-order rugs are final sale. Final measurements, access requirements and fit are the client’s responsibility.

We strongly recommend viewing available samples before ordering. Colours, textures and finishes may appear differently online and can vary between dye lots or production runs.

Cancellations or changes must be requested within 48 business hours of purchase and are not confirmed until approved by our team. After this period, custom furniture and special-order rugs cannot be changed, cancelled or returned.

Our team is happy to assist with measurements, selections and product information before your order is placed.

Damages & Manufacturer Defects

Damage must be reported within 48 hours of shipping, delivery or pickup. Please retain the original packaging and email hello@simoneandivy.ca with your order number and clear photos of the item, packaging and damage.

Claims submitted within six months may be reviewed for manufacturer defects, subject to assessment and the manufacturer’s warranty terms. Damage caused during client transportation, handling or assembly is not considered a manufacturer defect.

Natural variations in materials such as wood, stone and marble are expected and are not considered defects.

Restocking Fee

In limited circumstances, an approved non-defective return may be subject to a restocking fee of 20%. This may apply to approved exceptions, oversized items or returns requiring additional handling, inspection or processing.

Any applicable restocking fee will be clearly communicated before the return is authorized.

Price Adjustments

Eligible purchases may receive a price adjustment when the item’s regular selling price is permanently reduced and the item is added to our Sale collection within 10 days of purchase. The adjustment must be requested while the reduced price is still available.

Price adjustments do not apply to temporary promotions, discount codes, sitewide sales, flash sales, holiday or promotional events, bundles, gifts with purchase or other limited-time offers.

Approved price adjustments are issued as store credit.

Price Match Policy

Please contact us if you have any questions before making a purchase or requesting a return. We’re always happy to help.

Email: hello@simoneandivy.ca
Phone: 587-805-2414