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FAQs

Refunds/Returns  

Q: DPD returns is not suitable, Is there another option?  

A: Unfortunately, we only offer free returns with DPD so if this is not available to you, we recommend that you send your return back via a tracked service. Please ensure to include your returns form within your parcel.  

Return address:  

Hope & Ivy Returns Department  

c/o Clipper Logistics  

Boughton Industrial Estate  

Ollerton 

NG22 9LD  

 

Q: I’m outside of the 14 day Returns policy, what do I do? 

A: Not to worry, in some circumstances we allow up to 21 days for returns! Just email us at support@hopeandivy.zendesk.com to let us know that it’s going to be a little late and why. If this time has passed, we may be able to offer credit so do get in touch.  

 

Q: I threw away/lost my returns form, what do I do? 

A: Not a problem! Just print off a copy of your original order confirmation and highlighted which items are being returned. 

 

Q: How do I return my order?  

A: So, for England, Wales and Scotland we offer Free Returns. If you didn't receive a DPD returns label in your bag, not to worry! Just email us at dpd@hopeandivy.co.uk with your order number in the email title for ease of reference and we'll email you back with one ASAP. Make sure to add your order number onto the DPD label under our returns address. 

Unfortunately, at the moment we cannot offer free returns to our Northern Ireland or international customers. We recommend that you send your return back via a tracked service. Please ensure to include your returns form within your parcel.  

Return address:  

Hope & Ivy Returns Department  

c/o Clipper Logistics  

Boughton Industrial Estate  

Ollerton 

NG22 9LD  

 

Q: How long will it take to get my refund? 

A: If you have received confirmation from DPD that your order has been received back then we will be processing it soon. We aim to refund all orders in 5-7 working days of receiving them back at our warehouse. It can then take a further 5 working days for the refund to appear back in your account once the refund has been actioned. If this time has passed for you, please email support@hopeandivy.zendesk.com with your Order Number and the Returns Tracking ID so we can look into it for you.  

If you have returned your item with another courier, you may not receive a notification of its arrival to us so keep an eye on the tracking. Again, if this time has passed for you, please email support@hopeandivy.zendesk.com with your Order Number and the Returns Tracking ID so we can look into it for you.  

 
Q: I’ve received a faulty item, what are my options?  

A: First of all, we’re really sorry that you’ve received a faulty item! We will do everything we can to help.  

To get this sorted email support@hopeandivy.zendesk.com some pictures of the faults and explain the problem so we can evaluate and discuss what the options are. Make sure to add the Order Number in the subject for clarity.  

 

Dispatch Queries

Q: My order hasn’t been delivered, where is it?  

A: First of all, we’re really sorry that you’ve not received your parcel yet! If you have access to track your order it might be worth having a look to see if there’s any notification of a delay or failure to deliver. If you’re still unsure give us an email at support@hopeandivy.zendesk.com with your order number in the subject and we’ll see if we can help. 
 

Q: I have been contacted to pay duties and taxes…Why?  

A: This may be because you’ve purchased your order in pounds on our website when your countries currency is different. Our prices in other currencies might seem inflated but that’s just because the cost of Duties and Taxes is added on top. Not to worry you will be charged the same amount as we normally add onto the prices on our international website, it may just take a little longer to reach you.  

In future make sure you change the shipping country to wherever you are to avoid this happening again.  

If you have used the correct shipping country however and are still being charged duties and taxes, email us at support@hopeandivy.zendesk.com with your order number so we can look into this for you. 

 

Q: I want to cancel my order; how do I do this? 

A: Unfortunately, if you have received a shipping confirmation email this won’t be possible as we will have already shipped your order. But if you have yet to receive this, drop us an email at support@hopeandivy.zendesk.com with your order number so we can look into cancelling it for you.  

 

Q: Do you offer next day delivery?  

A: Not yet! Unfortunately, we can’t offer Next Day delivery yet. At the moment all of our orders go out on 48-hour delivery but this can be subject to delays so bear with us.  

 

Q: How quickly can you get this to me?   

A: At the moment all of our orders go out on 48-hour delivery but but this can be subject to delays so bear with us. 

 
 

Stock, Sizing & Launch Queries  

Q: Are your sizing true to fit?  

A: Yes! If you’re still worried check out our size guide on our website with the measurements for each size. If you need a bit more depth in this, contact support@hopeandivy.zendesk.com and hopefully we can help! 

 

Q: The item I wanted was out of stock, when will it be back in stock? 

A: We’re sorry you missed it. We re-do styles and drop collections regularly so please do make sure you’re signed up to be notified if any come back in stock as there may be a couple returns in the size you’re looking for. Fingers crossed! 

 

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