Returns & Exchanges

You may request a return within 14 days of receiving your order. Items must arrive back with us within 28 days of the delivery date.

To be eligible for a refund or exchange, pieces must be:

• Unworn, unwashed and unaltered.
• Returned with all original tags, ribbons and packaging.
• Free of perfume, makeup, deodorant and odour.
• Tried on only over your own underwear, briefly, in good light.

We reserve the right to refuse returns that do not meet these conditions, or to apply a restocking charge where damage or wear is evident.

In line with industry standards and consumer protection law (including the UK Consumer Contracts Regulations 2013, regulation 28(3)(b)), the following items are final sale and cannot be returned or exchanged once the hygiene seal, sticker or protective liner has been removed or tampered with:

• Briefs, thongs, knickers, G-strings.
• Bodysuits, teddies and one-piece foundations.
• Hosiery, stockings, suspender belts.
• Swimwear.

Bras, camisoles, slips, robes, loungewear, sleepwear and outerwear may be returned in accordance with the conditions above. If you receive an item without an intact hygiene seal, contact us immediately and we will resolve it.

The hygiene rule does not apply to faulty or incorrectly supplied items. Your statutory consumer rights remain unaffected. If anything arrives damaged, defective or not as described, contact us within 30 days and we will arrange a full refund, replacement or repair at no cost to you.

• Email care@ivorywhisper.com with your order number and the items you wish to return.
• We will send you a return authorisation and instructions.
• Pack pieces carefully in their original wrapping where possible.
• Send via a tracked, insured service. We recommend keeping proof of postage.

Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied. Original shipping charges are non-refundable for change-of-mind returns. Duties and taxes paid on international orders may be reclaimable directly from your local customs authority.

We offer free exchanges for size or colour on eligible items, subject to availability. If your preferred replacement is unavailable, we will issue a refund or store credit.

Once your return is received and inspected (typically within 5 working days of arrival), we will notify you and process the refund to your original payment method. Banks may take a further 5–10 working days to reflect the credit on your statement.

Bespoke and made-to-measure pieces are crafted to your specifications and are not eligible for return or exchange, other than for genuine fault.

Gift recipients may exchange eligible items or receive store credit. Please contact us with the original order number to arrange.