**Any purchases made in the £10 ARCHIVE SALE promotion are not eligible for a refund as advertised on the product pages and material across social channels. Any items deemed as faulty will not be covered by our free returns policy for this promotion.**
Please refer to this link for further information: Online and Distance Selling
Q: Royal Mail returns are not suitable. Is there another option?
A: Unfortunately, we only offer free returns with Royal Mail. If this option 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 and post to:
Hope & Ivy Returns Department,
Boughton Industrial Estate,
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 email@example.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 original returns form. What do I do?
A: Not a problem! Just print off a copy of your original order confirmation and highlight which items are being returned. Once done, make sure to include the form in your return.
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 bag, not to worry! Please 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. We recommend that you send your return back via a tracked service. Please ensure to include your returns form within your parcel and post to:
Hope & Ivy Returns Department,
Boughton Industrial Estate,
Q: How long will it take to get my refund?
A: If you have received confirmation from Royal Mail that your order has been received by our warehouse, we will process it soon. We aim to refund all orders within 10 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 it has been actioned. If this time has passed for you, please email firstname.lastname@example.org 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 at our warehouse. Make sure to keep an eye on the tracking, and if more than 10 days have passed for you, please email email@example.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, please email firstname.lastname@example.org with images 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 line for clarity.
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 are any notifications of a delay or failure to deliver. If you’re still unsure, please email email@example.com with your Order Number in the subject and we’ll see what we can do to 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 country’s currency is different. Our prices in other currencies might seem inflated, but that’s just because the cost of necessary duties and taxes have been added on top. In this case, there’s no need to worry as you will simply be charged the same amount we normally add on to the prices on our international website. Please be aware that this does mean your order may take a little longer to reach you.
In the future, please make sure you change the shipping country and currency to match your location to avoid this happening again.
If you have used the correct shipping country for your order and are still being charged duties and taxes, please email us at firstname.lastname@example.org 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 already received a shipping confirmation email, cancelling your order will not be possible as it is already on its way to you. If you are yet to receive this, please email at email@example.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 a 48-hour delivery, but please be aware that this can be subject to delays. We thank you for your patience.
Q: How quickly can you get this to me?
A: At the moment, all of our orders go out on a 48-hour delivery, but please be aware that this can be subject to delays. We thank you for your patience.
Stock, Sizing & Launch Queries
Q: Is your sizing true to fit?
A: Yes! If you’re still worried, be sure to check out the size guide on our website with measurements available for each size. If you need a bit more in-depth info, contact firstname.lastname@example.org and hopefully we can help!
Q: The item I wanted was out of stock. When will it be back?
A: We’re sorry you missed the opportunity to purchase a particular item. We repeat styles and drop collections regularly, so please do make sure you’re signed up to our website notifications. If any sizes of the style you’re interested in come back in stock, you’ll receive an email. Signing up for notifications also ensures you don’t miss out on 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.