Returns and Exchanges

I received a damaged, wrong, or defective product. What should I do?

Please reach out to us within 24 hours of receiving your order. Make sure to include your unboxing video and clear photos of the product along with its original packaging. Send everything to support@lapisivy.com and we'll sort it out for you as quickly as possible.

Do I need to provide an unboxing video to file a claim?

Yes — an unboxing video is required for all claims. The video should clearly show the product being opened in its original packaging. This helps us verify issues like missing items, leakage, breakage, or wrong products so we can help you faster.

What if my package looks tampered with or damaged when it arrives?

If your package looks opened, torn, or damaged in any way, do not accept it from the delivery person. Refuse the delivery on the spot and let us know right away. This makes it much easier for us to fix the issue and get a fresh order to you.

Are products checked for quality before they are shipped?

Absolutely. Every product goes through a careful quality check before we pack and ship it. That said, rare mistakes can happen. If you ever receive something that isn't right, don't worry — just get in touch and we'll take care of it.