If you are ordering online for the first time, or unsure about your size or have questions about a particular style or colour we will be happy to answer any questions you may have.

Please review the links in the footer of our website including our FAQ page and if you still need assistance please contact us

OUR RETURN POLICY

The following Returns Policy is drafted in accordance with Australian Consumer Law which is overseen by the Australian Competition & Consumer Commission in Australia

Should you need to request a return or exchange, please notify us in writing no later than 2 business days of receiving your order due to how fast stock our changes and sizes selling out fast

Poison Ivy Boutique will offer a store credit only on any full price items that meet the following conditions 

• It does not fit you,
• You are not satisfied with the quality,
• Or, you have simply changed your mind
• All tags must be attached including any original packaging 
• Restocking fees of 20% of the item price may apply
• Any items must be unwashed, unworn and in perfect condition and not altered, no pulls marks or damage in any way and must be perfect resalable condition
• Return shipping is covered by the customer with full tracking 
• Items will need to be inspected prior to any return being approved

SIZE OR EXCHANGE REQUESTS FOR FULL PRICE ITEMS

• Manual exchanges and stock holding services are no longer available due to high order volume and limited stock.
• To request an exchange for a full-price item, please submit a written request within 2 business days of receiving your order. Swift action is essential due to our fast-changing stock and size availability.
• Each customer is entitled to only 1 exchange per order.
• Exchange requests made after the 2-day period will not be accommodated, regardless of the reason for the request, such as weight changes, event delays, change of preference, or other circumstances.

ITEMS EXCLUDED FROM RETURNS OR EXCHANGES

• Sale items, including those marked down due to imperfections or discontinued styles, are not eligible for returns or exchanges.
• Items that have been worn to an event or used for commercial purposes are not returnable.
  
• Any items that have been altered in any way, such as train or cup modifications, are not eligible for returns or exchanges.
• Items returned with pin marks, damage, pulls, sweat marks, tan, makeup or any visible signs of wear or damage that prevent them from being resold at the full sale price will not be accepted for returns or exchanges.
• Silky or delicate materials that exhibit any marks or imperfections will not be accepted for returns or exchanges.
• Shipping fees are non-refundable.
  
   

FAULTY ITEMS

• The Poison Ivy Boutique team conducts a thorough inspection of all goods during various stages of quality control, and another inspection before they are shipped to customers.
• While we stand behind the quality of our products, if you encounter a manufacturing fault, please contact us in writing within 2 business days of receiving your delivery to expedite a resolution.
• When reporting a fault, please ensure you provide clear photos and a detailed description of the issue.
• Items that become damaged as a result of normal wear and tear are not considered faulty.
• Items that become damaged during delivery by the customer are not considered faulty.
• As guided by the ACCC (Australian Competition & Consumer Commission), a customer must accept a free repair or replacement if offered one.
• A fault is considered minor if it can be simply repaired.
• Poison Ivy Boutique will determine, in its sole judgment and discretion, whether the damage results from normal wear and tear or other reasons, and will offer replacement, refund, or repair at our discretion.
• If your item has a fault, please email us with photos and a clear description of the problem for review by our management.

CUSTOMER RESPONSIBILITY

We kindly request that customers take responsibility for maintaining copies of all their purchase records as proof of purchase. These records will be sent via email or issued in paper format at the time of purchase. Your attention to this matter is greatly appreciated.

ONLINE ORDERS

If you checkout and pay for your order via our website, you agree to our full terms and conditions at the time of purchase and payment.

Some orders may have special terms and conditions, and a copy will be issued to you via email. Please ensure you keep these documents for your records.

In the event any item on your order is sold out or no longer available at the time of ordering or after the order is placed, we will contact you and make arrangements for a substitute item to be selected, or a credit note or refund will be offered.

MADE TO ORDER DRESSES

• If the item was made to order and is a standard size, they can be returned following the above policy. Please get in touch with us within 2 Business Days of receiving your order.
• Please note that all timeframes provided by the Designers are approximate and subject to change. They may be influenced by factors beyond our control. We appreciate your understanding in this matter.

BRIDESMAIDS OR BULK ORDERS

• If you’re planning to order dresses for your bridesmaids or need multiple units of the same dress, we highly recommend reaching out to us before completing your purchase.
• Ordering all dresses at once is crucial to maintain consistent colour and size availability, especially considering that certain styles may be discontinued in the future. This ensures your bridal party’s attire will be matching.

 

OUR FABRICS

• We offer items that may feature new and unique fabric styles, and if you have any doubts about a specific item or the fabric used, please reach out to us via email before completing your purchase.
• Sequin items may experience sequin loss, which is a normal occurrence and not considered a fault.
• Glitter-covered items are generously packed with extra glitter to maximise sparkle. When opening these items, do so over a plastic bag to catch any loose glitter. Again, any glitter loss is considered normal and not a fault.
• Some dresses may incorporate sequin or embroidery appliques, and since each one is hand-placed, they will be unique and may be aligned differently compared to the image shown on our website. This variation is due to the handmade nature of these styles and is not considered a fault.
• In rare instances, some loose threads may appear during the production of an item. Please note that any item with a loose thread is not considered faulty.