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.

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

In-Store Returns

Eligible items may be returned or exchanged at:

#20, 580 St. Albert Trail
St. Albert, Alberta

Returns by Mail

Before mailing a return, please email hello@simoneandivy.ca within 10 days of delivery to request approval.

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 issued within seven days as a gift card or applied directly to the client’s account.

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 that were not in stock at the time of purchase and were ordered specifically for the client
• 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 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 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.

After the 48-hour cancellation period, these orders cannot be changed, cancelled or returned.

Our team is happy to help 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

Approved returns of non-defective items may be subject to a 20% restocking fee. Any applicable fee will be confirmed before the return is completed.

Price Adjustments

Eligible purchases may receive a price adjustment when an item goes on sale within 10 days of purchase. Approved price adjustments are issued as store credit.

Price adjustments are not available during major promotional events, including Black Friday, Boxing Week, flash sales and other limited-time promotions.

Price Match Policy

We may match the price of an identical item offered by a local retailer. The brand, size, finish and condition must be the same, and the item must be in stock and available for purchase.

Price matching does not apply to marketplace sellers such as Amazon, Wayfair or eBay, or to clearance items, bundles, promotional offers or major sale events.

Questions?

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