CUSTOMER SUPPORT

We strive to make your shopping experience with us as enjoyable and convenient as possible. The most reliable way of contacting us and receiving customer support is by emailing us at theivorysuite@gmail.com. All returns and exchanges must be handled by emailing us at theivorysuite@gmail.com. Be sure to provide your 3-digit order number to ensure that we can find your order in our system. To view our returns and exchanges policy, please click here .

Important Note: Please add theivorysuite@gmail.com to your address book to insure that you receive email correctly from us. We cannot be responsible or liable for any emails not received due to spam and junk mail filters.

If you do need to contact us by phone, please call 626-799-2991.

FAQS

Q: Where is my order?
A: Please allow up to 3-4 weeks to receive your order placed with standard shipping unless otherwise stated. If you decide that you need some of your items sooner, please upgrade to rush shipping. PLEASE NOTE: Choosing Express Shipping does not decrease the time the item(s) are available to ship, or the time to process your order. You can always check the status of your order by clicking the link provided in your order confirmation email.

Q: I received my order but why doesn't it contain all the items I ordered?
A: We may ship orders with multiple items from different locations, so it is possible you get the items on different days and in more than 1 package.

Q: How do I cancel or change my order?
A: All orders are processed in real-time so there are no cancellations, and we unfortunately cannot make changes to orders. Please order carefully.

Q: How do I return an item?
A: Items may be returned, excluding shipping costs, but must be postmarked no later than 7 days after you receive the shipment. Since we track all of our shipments, we adhere strictly to this policy due to the nature of our business. There is a 10% restocking fee for all items returned. All Items must be returned with original tags attached, unused and in their original packaging and condition. You must email us at theivorysuite@gmail.com for a return authorization number and the reason for your return. We unfortunately cannot assist you with this over the phone. Packages without a vaild return authorization number, or postmarked later than 7 days after receipt will be refused.

All sale items and/or items ordered from our Sale section are not returnable. Special and custom order items (including dyed shoes) are not returnable.

Please click here to read our full Terms & Conditions agreement regarding returns.

Q: How do I exchange an item?
A: Items may be exchanged, excluding shipping costs, but must be postmarked no later than 7 days after you receive the shipment. Since we track all of our shipments, we adhere strictly to this policy due to the nature of our business. All Items must be returned to us with original tags attached, unused and in their original packaging and condition. You must email us at theivorysuite@gmail.com for an exchange authorization number and the reason for your exchange. We unfortunately cannot assist you with this over the phone. Packages without a vaild exchange authorization number, or postmarked later than 7 days after receipt will be refused.

All sale items and/or items ordered from our Sale section are not exchangable. Special and custom order items (including dyed shoes) are not exchangable.

Please click here to read our full Terms & Conditions agreement regarding exchanges.

Q: What if the item(s) I ordered were damaged during shipping?
If the items in your order have been damaged during shipping, please retain the complete original shipment packaging and contact us within 2 days of receipt so we can file a claim with the carrier. If you have disposed of the original packaging of the item(s) or do not have the complete original packaging, we will not be able to file a complaint with the delivery service, and cannot issue an exchange or return authorization number.

Q: Do I have to pay sales tax, and how much?
A: As required by California State Law, sales tax of 9.75% must be charged on all orders shipped within California state. Orders shipped to addresses outside of California state will not be charged any sales tax.

Q: What size flower girl dress should I order?
A: Please refer to the measuring chart that is linked to the product page which have been provided by the manufacture as a guide. We cannot be responsible for inaccurate sizing.

Q: What are A/B colored crystals?
Swarovski crystal offers a wide range of colors and special coatings. Special coatings are bonded chemically to the outer surface of the Swarovski crystals for a more brilliant effect. The special effect and special coating of the beads are permanent. Aurora Borealis, known as "AB", is one of the more popular Swarovski crystal coatings that gives off a rainbow-like effect.

Q: How do I place a custom order?
A: Many of our jewelry and hair accessories items can be custom ordered to a specific length, crystal color, pearl and crystal combination, or made in sterling silver or gold filled metal. Please contact us via email at theivorysuite@gmail.com for any custom order requests. We will let you know if the custom order is possible, and how much the extra cost will be. We will then provide specific instructions on how to proceed with your custom order.

For any further questions regarding our Policies and Terms, please click on the following links to view our full Shipping & Policies and Privacy & Terms agreement.