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.
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.
Please refer to this link for further information: Online and Distance Selling
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 received by our returns warehouse. You can check the status of your return with your return tracking number here or on the Royal Mail tracking website. Please note we do not send out receipt notifications as you are able to check the status on the tracking system. 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. We thank you for your patience.
Customers in the USA and EU
Unfortunately, we cannot currently offer free returns to our international customers. EU customers have a statutory right to withdraw from their order within 14 days of receipt under the EU Consumer Rights Directive. To do so please contact us in writing at hello@hopeandivy.co.uk and return your item at your own cost using the instructions below. Customers based in the USA and the Republic of Ireland have two options:
1. Express Prepaid Return Service
Select this option to create a return label and send your 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 your final refund amount once your return has been 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 arrived in.
Click here to access the return portal.
Please note that you will need to keep the # sign in front of your order number when submitting your return, e.g. #100045. Alternatively, you can use your Global-E order number, found at the bottom of your returns form, e.g. GE12345678910GB.
2. Arrange Your Own Return
If you prefer to arrange your own return at your own cost, we recommend using a tracked service and obtaining an official receipt of postage in case your carrier loses your parcel in transit. Please note we are only able to assist with a refund query once we have verified that the return has been received back into our warehouse.
Please 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 being sent back to you.
International returns ( excluding US and EU)
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. We would need to be able to verify when a return was received back into our warehouse before being able to assist with a refund query. Please ensure you 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 so as not to 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
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.
Please note that our usual returns period applies to all orders, and any items you wish to exchange will need to be returned within 14 days of you receiving them.
