Refunds & Returns
Q: How do I return my order?
A: We offer free returns for UK customers. If you didn't receive a Royal Mail returns label in your order, not to worry — simply follow this link to create and download a free Royal Mail return label: Tracked Returns | Royal Mail Group Ltd.
Unfortunately, we cannot currently offer free returns for international customers. Please visit our Returns page for full details on your options depending on your location.
Q: Royal Mail returns are not suitable for me. Is there another option?
A: If Royal Mail is not available to you, we recommend sending your return back via a tracked service and obtaining proof of postage. Please ensure you include your returns form within the parcel and send to:
Hope & Ivy Returns Department,
c/o GXO, Unit 1,
Boughton Industrial Estate,
Ollerton,
NG22 9LD
Q: I'm outside of the 14-day returns window. 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 it's going to be a little late and why. If more time has passed than this, we may be able to offer store credit, so do get in touch.
Q: I've lost my returns form. What do I do?
A: Not a problem! Simply print off a copy of your original order confirmation and highlight which items you are returning. Make sure to include this in your parcel before posting.
Q: How long will it take to receive my refund?
A: We aim to process all refunds within 10 working days of receiving your return at our warehouse. Once processed, it can take a further 5 working days for the refund to appear in your account. You can check the status of your return using your Royal Mail tracking number here.
If you have returned your item with another courier, you may not receive a notification of its arrival at our warehouse, so please keep an eye on your tracking. If more than 10 working days have passed since your return was delivered, please email support@hopeandivy.zendesk.com with your order number and returns tracking ID and we will look into it for you.
Q: I've received a faulty item. What are my options?
A: We're really sorry to hear this! Please email support@hopeandivy.zendesk.com with your order number in the subject line and photos of the fault, and we will do everything we can to help.
Dispatch Queries
Q: My order hasn't arrived. Where is it?
A: We're sorry to hear your parcel hasn't reached you yet. If you have a tracking number, it's worth checking for any delay or delivery notifications. If you're still unsure, please email support@hopeandivy.zendesk.com with your order number in the subject line and we'll look into it for you.
Q: I've been asked to pay duties and taxes. Why?
A: This can happen if your order was placed in pounds when your country uses a different currency. Our prices in other currencies may appear higher, but this is because the cost of duties and taxes has been included. In this case you won't be charged anything extra on top of what you've already paid, though your order may take a little longer to arrive.
In future, please make sure you select the correct shipping country and currency at checkout to avoid this. If you have already done this and are still being charged, please email support@hopeandivy.zendesk.com with your order number and we'll look into it for you.
Q: I want to cancel my order. How do I do this?
A: If you have already received a shipping confirmation email, we're unfortunately unable to cancel your order as it will already be on its way to you. In this case you are welcome to return it to us once it arrives. If you haven't yet received a shipping confirmation, please email support@hopeandivy.zendesk.com with your order number as soon as possible and we'll do our best to help.
Q: Do you offer next day delivery?
A: Not currently — all orders are sent on a 48-hour tracked service, though please be aware this can occasionally be subject to delays. We thank you for your patience.
Q: How quickly can you get my order to me?
A: All orders are dispatched on a 48-hour tracked service. Please be aware that delivery times can occasionally be subject to delays. We thank you for your patience.
Stock, Sizing & Launches
Q: Is your sizing true to fit?
A: Yes! If you'd like a bit more guidance, our size guide is available on the website with measurements for each size. You're also welcome to email support@hopeandivy.zendesk.com and we'll do our best to help.
Q: The item I wanted is out of stock. When will it be back?
A: We're sorry you missed out! We do repeat styles and drop new collections regularly, so we'd recommend signing up to back-in-stock notifications on the product page — you'll receive an email as soon as your size is available again. This also ensures you don't miss future launches. Fingers crossed!
Payments & Safety
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands including Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
We accept payments from major credit card companies including Visa, Mastercard, and American Express.
Shipping & Delivery
Domestic shipping can take up to 5 business days.
International shipping could take up to 14 business days.
Due to global supply chain challenges, shipping times could be longer than usual. We thank you for your patience.
Shipping rates can vary depending on your region and are calculated at the checkout.
Here are the full details of our Shipping Policy.
Yes, we offer free shipping on domestic orders over a certain price point. Check your cart to see current deals on free shipping.
Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates will vary depending on your region.
A full list of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Warranty & Repair
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
The extended warranty could come at a different cost depending on the type of product and the extended period.
Please get in touch for more information.
Returns & Refunds
Yes, we offer full and partial refunds.
Please enquire for more information about our refund policy.
A refund request can be submitted within a month of making your purchase.
In the case that your product and packaging are unopened and undamaged, you will be eligible for a full refund.
In the case that your packaging has been opened and the product has been used, you will be eligible for a partial refund.
In the case that your product has been damaged, and the damage is not covered by your warranty, you will not be eligible for a refund.
Please check out our Terms of Service to see if you're eligible for a refund.
When an order does not include free shipping, all shipping costs (including the return shipping) are to be handled by the customer.
When an order includes free shipping, only the cost of the return shipping is handled by the customer.