Refund policy

Obsidian & Ivy Co. Return Policy

General Returns

We offer a 14‑day return window, meaning you have 14 days from the date you receive your item to request a return.

To qualify for a return, your item must be in its original condition — unused, unworn, with tags attached, and in its original packaging. Proof of purchase is required.

To begin a return, contact us at obsidianandivyco@gmail.com. Returns must be sent via INPOST to the following address: 

INPOST LOCKER, Tesco Dockham Road, Cinderford, England, GL14 2AQ

Items sent back without first requesting a return will not be accepted.

Return postage is to be covered by the consumer.

For any questions regarding returns, you’re welcome to reach out at obsidianandivyco@gmail.com.


Personalised Orders

Personalised and custom-made items are non‑refundable and cannot be exchanged. These items are created specifically for you, and therefore cannot be resold or restocked.

Obsidian & Ivy Co. is not liable for refunds or replacements due to misspellings or incorrect details provided by the customer. However, we’re always happy to work with you to find a suitable solution where possible.


Wonky Items

“Wonky items” are sold at a reduced price with full transparency regarding their imperfections. Because these flaws are disclosed prior to purchase, wonky items are not eligible for refunds or exchanges.


Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you receive the wrong product. We’ll assess the issue and make it right.


Exceptions / Non‑Returnable Items

The following items cannot be returned:

  • custom products such as personalised or made‑to‑order items

  • perishable goods including food, flowers, or plants

  • personal care items such as beauty products

  • hazardous materials, flammable liquids, or gases

  • sale items

  • gift cards

If you’re unsure whether your item qualifies, please contact us.


Exchanges

The quickest way to receive the item you want is to return your original item (if eligible). Once your return is accepted, you may place a new order for the desired item.


Refunds

Once we receive and inspect your return, we’ll notify you of approval or denial. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at obsidianandivyco@gmail.com.