Store policies · Section 1
Returns, Exchanges & Refunds Policy
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Our Approach
We want customers to receive the correct merchandise, in the condition promised, and with clear expectations before purchasing.
Because our collection may include fragrances, cosmetics, jewelry, watches, apparel, and personal-care products, return eligibility depends on the nature and condition of the item.
Nothing in this policy removes a customer's rights under applicable consumer protection law.
Standard Return Period
Unless a product listing states a different lawful policy, eligible merchandise may be returned within 14 calendar days of confirmed delivery, subject to the conditions below.
Customers must contact our support team within that period to request return authorization. Once authorized, the item must be shipped back within 14 calendar days using the provided instructions.
Returns must be approved before shipment. Do not send products to our editorial office or the manufacturer's address without instructions.
A request for return authorization does not automatically establish that an item is eligible for a refund.
Eligibility by Product Category
| Product category | Return policy |
|---|---|
| Fragrances, perfumes, colognes, and discovery sets | Eligible for a change-of-mind return only if unused, unopened, and with the original product seal intact. Opened or used fragrance products are final sale for change-of-mind purposes. |
| Beard oils, balms, shaving products, skincare, and cosmetics | Eligible only if unused, unopened, and with any original hygiene or tamper-evident seal intact. Opened or used products are final sale for change-of-mind purposes. |
| Watches and timepieces | Eligible if unworn, unaltered, undamaged, and returned with the original packaging, accessories, documentation, and any supplied protective materials. |
| Rings, bracelets, necklaces, and jewelry | Eligible if unworn, unaltered, and returned in original condition. Engraved, resized, customized, or specially commissioned products generally are not eligible for change-of-mind returns. |
| Clothing and accessories | Eligible if unworn, unwashed, unaltered, and returned with original tags and packaging where supplied. |
| Footwear | Eligible if unworn outdoors, with clean soles and original packaging. |
| Personal hygiene items | Products such as grooming tools used on the body, pierced earrings, and intimate personal-care accessories may be excluded from change-of-mind returns where clearly indicated before purchase and legally permissible. |
| Customized or made-to-order goods | Final sale for change-of-mind purposes once production or personalization has begun, unless otherwise stated or required by law. |
All exclusions above concern ordinary change-of-mind returns. They do not automatically exclude valid claims involving defective, damaged, incorrectly supplied, or otherwise nonconforming goods.
Fragrance Purchases and Scent Preferences
Fragrance is personal. A scent may develop differently depending on skin chemistry, environment, application, and individual perception.
We provide product descriptions and independent editorial information to help customers make informed decisions. However, a fragrance's aroma, projection, longevity, or compatibility with personal taste cannot be guaranteed beyond any express promises made in the product listing.
An opened or used fragrance cannot be returned solely because the customer dislikes the scent, changes their mind, or experiences a subjective difference in fragrance performance.
If the product is defective, incorrectly described, damaged, counterfeit, or otherwise subject to a legally required remedy, we will address the issue notwithstanding the opened-product restriction.
Customers uncertain about a fragrance are encouraged to consider an available discovery set before purchasing a full bottle.
Damaged, Defective, Missing, or Incorrect Merchandise
If an order arrives damaged, contains the wrong item, is missing merchandise, or appears defective, contact customer support as soon as reasonably possible.
Where available, please provide the order number, a description of the issue, photographs of the product and packaging, and any relevant tracking information.
We may consult the supplying brand, manufacturer, carrier, or fulfillment partner to investigate.
Where the issue is confirmed, we will provide an appropriate remedy, which may include replacement, repair, refund, or another remedy required by applicable law.
Customers will not be charged return shipping costs for an error attributable to The Oakmoss & Ivy or its authorized fulfillment partners, or where applicable law requires otherwise.
Reporting an issue promptly helps us investigate, but failure to report it within an informal preferred timeframe does not extinguish statutory rights.
Watches and Jewelry
Watches must be returned with the original supplied components, which may include presentation boxes, straps or bracelet links, warranty documents, and certificates.
Unauthorized alterations, resizing, engraving, physical damage, or use beyond reasonable inspection may affect eligibility for a voluntary return.
A manufacturer's warranty, where offered, is separate from our voluntary return policy. Any warranty term will be identified in the relevant product listing or accompanying documentation.
For jewelry, customers should verify ring sizes, material descriptions, dimensions, and personalization details before ordering.
Minor variations inherent to natural materials or handcrafted production do not automatically constitute defects. However, products must conform to the descriptions and representations made at sale.
Clothing and Footwear
We recommend reviewing product measurements, fit guidance, fabric composition, and care instructions before purchasing.
For eligible change-of-mind returns, merchandise must be in resalable condition, without wear, washing, alteration, staining, fragrance application, or damage.
Incorrectly supplied sizes, manufacturing defects, and material misdescriptions will be handled separately from ordinary fit-preference returns.
Nonreturnable Merchandise
Where disclosed before purchase and permitted by law, the following are excluded from change-of-mind returns:
- Opened or used fragrance and personal-care products.
- Personalized, engraved, resized, or made-to-order merchandise.
- Products displaying significant use, alteration, or customer-caused damage.
- Products marked Final Sale before checkout.
- Gift cards or other excluded products where a lawful restriction was clearly disclosed.
Final sale does not mean that faulty or incorrectly supplied merchandise is exempt from applicable legal protections.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping unless the product listing or promotion states otherwise.
Return instructions will identify the designated return location, which may belong to an authorized fulfillment partner.
We recommend using trackable, appropriately insured shipping.
Fragrances, aerosols, and certain grooming products may be regulated for transportation. Customers must follow the return instructions and must not ship restricted products using an unauthorized service.
Refund Processing
Once an eligible return is received and assessed, we will process any approved refund promptly to the original payment method, unless another lawful arrangement has been agreed.
Original delivery charges are generally not refundable for voluntary change-of-mind returns unless stated otherwise. Where a refund is required because an order could not be fulfilled, a product was incorrectly supplied, or another legal obligation applies, shipping charges will be handled as required by law.
We do not impose a general restocking fee.
Payment providers and financial institutions may require additional time to display a processed refund.
Exchanges
Direct exchanges depend on supplier availability and fulfillment arrangements.
Where an exchange cannot be accommodated, we may arrange an eligible return and refund so the customer can place a separate order.