RETURNS

We hope that you will love your Hope & Ivy creations as much as we loved designing and making them. In the unlikely event that you’re not entirely satisfied with your purchase, we can offer a refund on all items returned within 14 DAYS of you receiving them. 

**Any purchases in the £38 or less ARCHIVE SALE are not eligible for refund, return, or exchange as advertised on product pages and material across social channels. Any items priced below £38 will not be covered by our free returns policy within this promotion.**

Please refer to this link for further information: Online and Distance Selling

When returned items arrive back at our warehouse, the unpacking is documented, and we will not accept claims for missing or faulty items unless warranted. As detailed in our Deliveries section, please notify us within 48 hours of receipt of your order if an item is missing or damaged.

England, Scotland, Wales, and Northern Ireland

For customers living in the UK, we offer free returns and a full refund for orders returned within 14 days. 

If you did not receive a free return label with your order, please follow this link to create and download a free Royal Mail return label: Tracked Returns | Royal Mail Group Ltd.

Through this link, your options are as follows:

  • Fill in your details and create a downloadable label to use when returning your parcel to your local Post Office
  • Use the QR code on your return label to return your order

We advise customers to refrain from using the at home pick up service where possible due to unreliability.

Please make sure to write your order number on the returns label before posting. 

The refund will be made minus the original postage cost to send the item to you.

We aim to refund all purchases within 10 working days of the parcel being returned to us. You can check the status of your return with your return tracking number on the Royal Mail website. If this time has passed, please contact our Customer Services team with your return tracking ID and Order number so we can assist you further with your refund. We thank you for your patience.

INTERNATIONAL RETURNS (INCLUDING The REPUBLIC OF iRELAND)

Unfortunately, we cannot currently offer free returns to our international customers. We recommend that you send your return back via a tracked service as we cannot be held responsible for any missing untracked parcels. Please ensure to include your returns form within the parcel. 

If you are making a return, please ensure that you have specified this is an unwanted returned item with your chosen courier as to not incur any extra taxes or duties. 

Please return to: 

Hope & Ivy Returns Department, c/o GXO, Unit 1, Boughton Industrial Estate, Ollerton, United Kingdom, NG22 9LD

Customers in the USA

Unfortunately, we cannot currently offer free returns to our international customers.

Express Prepaid Return

Select this option to create a Return Label and send the returned goods back via DHL using our negotiated discounted rate. The rate will be displayed in the portal. The cost of this service will be deducted from the final refund amount that you receive when your return is processed. You will be required to print the shipping label and arrange the packaging of the goods. You may use the original packaging your order came in. 

 

Click here to access the return portal: 

 Please note that in order to process your return, you will need to keep the # sign in front of your order number e.g#100045 or alternatively you can use your Global-E order number, which should be found at the bottom of your returns form: e.g. GE12345678910GB 

If you choose to arrange your own return at your own cost, we recommend using a tracked service and obtaining an official receipt of postage, in the event that your carrier loses your return in transit. 

Send all returns to: 

Hope & Ivy Returns Department, c/o GXO, Unit 1, Boughton Industrial Estate, Ollerton, United Kingdom, NG22 9LD 

Be sure to write the following on your paperwork/commercial invoice: 

This is an International Return and no Customs Duties should be charged. 

This will ensure you avoid any unnecessary customs charges and the possibility of your return potentially being sent back to you. 

EXCHANGES

If you would like to make an exchange, please simply place a new order and return the item(s) you no longer wish to keep. All returned items will be refunded once they have been inspected by our warehouse team. If you need a different size or colour of an item, you will still need to place a new order.