FAQ

Shipping

How long does it take to process my order?
Orders are processed within 1–3 business days after payment is confirmed.

How long does delivery to the US take?
Delivery to the United States usually takes 7–12 business days after processing. Orders ship from our fulfilment partners' warehouses.

How much does shipping cost?
Shipping is free on US orders over $75. Otherwise a flat rate of $6.95 applies.

Can I track my order?
Yes. You will receive a tracking number by email as soon as your order ships.

What if my parcel is lost?
If your parcel hasn't arrived within the estimated time or tracking hasn't updated for 10 business days, email us at ivypells@proton.me. We'll investigate with the carrier and send a replacement or a full refund if it's confirmed lost.

Returns & exchanges

What is your return policy?
You can return items within 30 days of delivery. Items must be unworn, unwashed and have their original tags attached.

How do I start a return?
Email us at ivypells@proton.me with your order number. We'll send you the return address and instructions. Please use a tracked postal service.

Who pays for return shipping?
The customer pays return postage, unless the item is faulty, damaged or not what you ordered. In that case we cover it.

When will I get my refund?
Refunds go to your original payment method within 5–10 business days of us receiving your return.

Can I exchange an item?
Yes. Exchanges for a different size or colour are welcome, subject to availability. Email us within 30 days of delivery.

Sizing

How do I choose my size?
Please check the size guide or measurements in each product description and compare them with a similar item you already own. If you're between sizes, we generally recommend sizing up for layering in winter.

What if it doesn't fit?
No problem. You can return or exchange unworn items with tags within 30 days of delivery.

Still have questions?
Contact us at ivypells@proton.me or on +44 2037 699626. See our full Shipping Policy and Return & Refund Policy.