FAQs
DELIVERY & ORDERS
How can I track my order?
When your order is dispatched, you will receive an email confirming your delivery details, including your tracking number and a link to the courier's website to inform you of the status of your order.
Alternatively, Click Here and input your tracking number to check the whereabouts of your parcel.
What are my delivery options?
Your Ivykove order can be delivered to your home address or work address.
Can I cancel or amend my order?
Once an order has been placed with Ivykove, you have until 2pm on the day of ordering to cancel or amend the order. Once the parcel has been posted out, you would need to follow our returns policy.
How can I pay on your site?
- Visa and Mastercard credit cards
- Visa Debit, Visa Electron, Maestro, Solo, and Mastercard Debit Cards
- American Express Card
- Paypal
When is payment taken from my card?
We ask your bank for authorisation of your debit/credit card and payment is taken instantly.
Why has my card payment failed?
A payment may fail for several reasons, please ensure the following:
- All details have been entered correctly
- The billing address is the same as the cards registered address
- You have sufficient funds available
- Ivykove accepts the payment method/card used
- If everything seems to be correct and it is still not working, please try using a different web browser eg. Google Chrome, Mozilla Firefox, Internet Explorer etc. Please also try clearing the cookies of your browser and search history.
If none of the above works then please contact us and we will look into this for you.
Will I be charged VAT?
All Ivykove products include UK Value Added Tax (VAT) where applicable.
Do I have to pay import duties or taxes for orders outside the UK?
All Ivykove orders are shipped from the UK so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office.
RETURNS / REFUNDS
How do I return an item/order?
You can return an item or order for free within 14 days of receipt using our 'Free Returns Service'. When you receive your parcel you will have a card inside showing your purchase, along with a free returns label. Just cut this out and attach to your parcel. For this service, we use Royal Mail so that you can drop your item at your local post office.
How do I exchange an item?
Unfortunately, at present Ivykove does not offer exchanges. If you would like a different size/colour/item then please follow our Returns Policy and place a new order for the item you now require.
When will I receive my refund?
Once an order or item has been received back to us a refund will be processed within 24 hours of receipt of an item. You will receive a refund confirmation email once processed.
How will I receive my refund?
You will receive a refund via the original payment method:
Credit/Debit Card – We will refund you directly onto the card used to make the purchase, however, most banks will take a few days to clear the funds into your account
Paypal – Orders paid for via Paypal are refunded back to your Paypal account.
There’s a problem with my order
We are very sorry to hear you are having problems with your order, we have listed some questions below that you might find useful:
My order shows as delivered but I haven’t received it
Occasionally couriers may leave parcels in safe places or with neighbours, please check with all your nearest neighbours and any places you feel may be secure. If your parcel is nowhere to be seen please contact Royal Mail with your tracking information here.
Missing Item
If you are missing an item from your parcel please Contact Us and we will be happy to look into this for you.
My Account
Why can’t I sign into my account?
If you cannot log into your account please Click Here and select the option to reset your password.
How do you protect my personal information?
Shopping online should be as secure as shopping in person and your privacy is very important to us. We will only share your information if you have given us permission to do so. We do reserve the right to disclose information in certain circumstances clearly stated in our Privacy Policy page.
How do I create an account?
You can browse our website and add items to your basket without creating an account but to make any purchases you will need to Create An Account. You can do this by providing an email address and creating a password. Once you have created an account, shopping with us will be even easier.
- Save your details for a speedier checkout
- Save up to 6 delivery addresses
- View all previous orders from your account
- Track any order you’re waiting to have delivered
- If you choose to subscribe to our newsletter, we will keep you up to date with all the latest fashion news.
We will only send you email newsletters if you ask us to. We will never pass your details onto anyone else and you can unsubscribe whenever you like.
How do I reset/change my password?
If you have forgotten your password please Click Here and click forgotten password to reset it.
If you already know your password but want to change it, you can do so by going to ‘My Account’ and clicking the ‘My Details’ tab, scroll down to ‘Login Info’ and follow the step by step instructions.
How can I unsubscribe from Marketing emails?
If you no longer wish to receive our marketing emails, please click the link at the bottom of any of our marketing emails.
If you experience any issues when trying to unsubscribe, please Contact Us.