FAQ

SHIPPING

When will my order ship?

Orders will ship within 24-48 hours of purchase, Monday through Friday. Orders placed on Friday after 2 pm depending on the UPS pick up schedule, might be shipped out Monday. Please note: we do not always ship over the weekend or on major U.S. holidays.

How can I track my package?

You will receive a tracking number via email once your order has been fulfilled. Please allow up to 24 - 48 hours for the tracking to begin. Sometimes there is a delay between when the label is printed and when the package starts moving, due to the carriers system. If you have any questions or concerns please e-mail shop@sloaneivy.com

What happens if my package is lost?

If you receive an e-mail that your package has been delivered please reach out to shop@sloaneivy.com. We will reach out to our mail carrier (usually USPS) to get a copy of the signed delivery confirmation. If there is no confirmation we will file a claim for you. If there is a signed delivery of confirmation, you the client, have to file a claim. Once you e-mail us we will help with the above steps! 

ORDERING

Any questions, concerns, or problems with orders please contact our flagship location. We are located at 22 Church Street in Wellesley. Please see our current hours on the Contact page of this website. We are available during store hours at 781-772-1653 or contact our knowledgable stylist at shop@sloaneivy.com. If you contact us after store hours, someone will contact you as soon as the store opens the next business day. For all urgent request, please put “urgent” in the subject line. The easiest way to reach us is via email. We strive to answer all emails & calls within 24 hours Monday through Friday.

Can I use multiple promo codes at checkout?

Unfortunately, our system will only allow customers to use one promo code per transaction. All promotions are final sale & only 1 can be used at a time.

How can I check the status of my order?

The quickest and most efficient way to check on the status of an order is to e-mail us at shop@sloaneivy.com

What if something I ordered arrives damaged?

Our stylist hand package every shipment but we are human and will make mistakes. Please contact us at shop@sloaneivy.com right away & we will resolve the issue as fast as possible.

What do I do if my package is lost or stolen?

In order to avoid this issue, we recommend you send packages to a safe and secure address. We are not responsible for lost or stolen packages, but you can place a claim with the shipping service. Please reach out to USPS or the service we used. We will help out in any way possible.

RETURNS & EXCHANGES

What is your return policy for online orders? (for online orders only)

For online orders, we allow 14 days for items to be returned. They must be returned in original conditions: no sign of wear and tear, with original tags, still attached. If items come back damaged, we will not process the return. You will receive an e-mail from us approving the refund or a message of why we will be processed the refund. 

Do you have an exchange program for online?

All exchanges can be made and the shipping is on us. For exchanges please e-mail shop@sloaneivy.com

Price Adjustments

Prices are subject to change. We will honor price adjustments within 10 days of the purchase date. Merchandise must still be available to qualify for an adjustment. Please notify us via email, shop@sloaneivy.com, or phone 781-772-1653. We honor this one time only.

What is your return policy for in-store purchases?

For in-store purchases, we have a strict 7-day return policy for store credit only. 


What happens if I am past the 14-day return policy?

We understand that life is busy if items are returned between 15 days and 30 days after your original purchase date you can return your items for store credit (online or in-store).  


How about Sale items or items bought on a promotion? (both online and in-store)

All sale items, whether in the sale collection or on promotion, are final sale. If you use a credit to purchase your items, these are also final sale. No exchanges, refunds, or store credit will be able to be used.  

How do I make a return?

It’s easy! You can quickly create a pre-paid label using our online system here. please e-mail with questions or if you need help shop@sloaneivy.com!

Want to avoid the return label fee? You've got options:

1. Choose merchandise credit. Send us an email at shop@sloaneivy.com. Tell us your order number and the items you are sending back and a stylist will help you. Once we receive your items, a stylist will e-mail you the merchandise credit information and let you know it was processed in our system. Please allow 24-48 hours for this process and always e-mail us if you have any additional questions.

2. Pay for your return shipping. Simply ship your item(s) to:

Sloane & Ivy 22 Church Street
Wellesley, MA 02482
free parking in back

Your return must be received within 14 days of the original order date and we are not responsible for packages that are lost in transit. We recommend using a service that provides tracking and insurance.

3. Bring back to our Sloane & Ivy location. All items returned in person will receive full credit.

When will I be refunded?

Once your item has been received and inspected at our flagship location, you will be refunded within 2-3 business. A stylist will reach out to you with a confirmation e-mail when we received your package & when the refund has been credited. Please note: We do not refund shipping charges. 

Can I exchanges an item?

Yes, we understand the problems of ordering online that items fit differently than expected. Exchanges are the easiest options! All you have to do is contact shop@sloaneivy.com and we will set up a free virtually styling appointment. We will help you find that perfect outfit, the right fit & get you out looking fabulous. Please note: If you choose to make an exchange, the $7.00 return shipping fee does not apply.


How long does the exchange process take?

We created a simple exchange process that will get you your new item as quickly as possible. When you contact our stylist, shop@sloaneivy.com, one of us will walk you through the process.

What if you received the wrong item?

We sincerely apologize, please contact shop@sloaneivy.com and we will sort everything out as quickly as possible!


How do I return or exchange a gift?

First time customer or not loving what your friend purchased? Contact us & we would love to help. At this time we would not be able to return the item for a full refund without the other party involved. We would be happy to exchange or give store credit!

DISCOUNTS & PROMOTIONS

I have a discount code, how do I apply it to my order?

To add a discount code to your order, all you have to do is simply enter the code in the "Discount/Gift Card" box at checkout. Once you enter your code your total will reflect your order’s new amount.

Final Sale: All sale items are final sale. These items have been reduced in price and cannot be returned for a refund or credit. We understand that buying a final sale item can be tricky, so if you have any questions please e-mail us at shop@sloaneivy.com and we can.

GIFT CARDS

Where can I purchase a Sloane & Ivy gift card?

All gift cards can be purchased via our website, in person at our flagship location, or e-mail shop@sloaneivy.com. We can send a gift certificate through e-mail, snail mail or have it picked up in person!

OTHER

Can you recommend something for me?

We’d love to! E-mail our stylist at shop@sloaneivy.com and we would also love to help you with a free virtual styling appointment. We will e-mail product photos, descriptions, we just ask you start by filling out this form! It is only to help us better understand your lifestyle & body type to point you in the best direction.

How do I learn about new product and events?

sign-up for our news letters, we send out twice a month. Sign up on the pop up on the website or e-mail shop@sloaneivy.com. 

Follow us on Social Media – it’s where we daily announce new product launches &  in-store events.

 

What do I do if something is out of stock?

E-mail us! We are here to help you get your ideal style. Many items are in our #girlgang style box so there are chances that they come back in store if not purchases through our style box subscription. The best & easiest way to find out which one is which is by emailing shop@sloaneivy.com & we will let you know if the item has a waitlist!