Delivery and Returns
How long will my item take to dispatch?
We aim to get items dispatched within 2-3 days but occasionally our dispatch time may be longer, especially if items are being bought from one of our partner ranges or are personalised or made to order.
If you need your order ASAP send us an email to info@ivyandnormanton.com and we may be able to arrange more speedy shipping for an additional fee.
How long will my item take to deliver in the UK?
All items under £50 are usually sent via standard second-class post which usually takes 2-3 working days.
All items over £50 are sent via tracked 48-hour post.
Please note - these times are an estimate, relate to working days, and may be affected by issues out of our control such as delays by the postal carrier at busy times of year.
Our carriers are usually reliable but sometimes items go awry. This can often happen if the address we have been provided isn't clear or missing information. If that does happen then please get in touch and we will do our best to assist.
Do you deliver abroad?
Yes we do! Please keep in mind there may be customs duties and tax to pay for ordering items internationally. These are the responsibility of the customer and are not included in the cost of shipping and posting your item, nor in the cost of the item itself.
Items sent to Northern Ireland, the Republic of Ireland, Europe and the rest of the world will all vary in their delivery time. The postal carrier may give an estimate of 7 - 14 days but depending on the location, the delivery time can be much longer or shorter.
We are not responsible for any delays that may arise while the goods are in transit. These sometimes happen due to additional pressures on the system presented by Covid, Brexit, strikes etc - because of this, we cannot consider the item lost and eligible for a refund until at least 90 days after the initial order was dispatched and after an effort has been made to locate the item in the postal system.
Can I get a VAT refund on my purchase?
Not yet. We are a small business and are not VAT registered, which means VAT is not added to our products and therefore can't be reclaimed.
Do you accept returns and exchanges?
Yes we do. We hope you will be completely satisfied with your purchase but if you are not then you have up to 21 days to return your item and request a refund or an exchange. Please note we can only offer a single exchange per order, and will refund your item thereafter.
We are not able to accept returns on any products that are not in their original sellable condition. Items that will not be accepted for refund include anything marked or stained in any way, that has been worn, and/or had labels removed. If an item is returned in this way, we will do our best to discuss the matter with the customer but reserve the right to refuse a refund.
We do not accept returns sold as part of our “Mustard Sale” sale range as they have been discounted to reflect the fact they are faulty.
We also cannot accept any returns on items that are personalised or made to order unless they are faulty and/ or contrary to what was ordered.
These policies apply to all items sold on our website whether part of the Ivy & Normanton range or another seller.
Are returns free?
Not unless the item is faulty.
The cost of returning goods to Ivy & Normanton is the responsibility of the customer. If the items are being exchanged for another item or size then postage is not refunded. If the items are being returned/ exchanged because they are faulty then the customer pays for the postage and can then request a refund on shipping once we have received the item and confirmed it is faulty/ wrong. Please note that we will need to receive the item before confirming it is faulty/wrong and will not provide any returns or exchanges based on photos alone.
All goods remain the responsibility of the customer until they reach us so please retain proof of postage. If we do not receive the item then we cannot issue a refund and/or exchange so send via tracked Royal Mail postage to our return address below and keep the receipt!
What do I need to do to return an item?
- Before returning any goods to Ivy & Normanton, please print and complete the attached returns form and include it with the items being sent back.
- Please note that all refunds will be made to the credit or debit card used to make the purchase.
- To make a return or exchange, we need to receive the goods in their original condition, so please ensure all goods are packaged carefully and securely.
- Please send returns via Royal Mail to Ivy & Normanton Returns, PO Box 79841, London, N21 9GP, UK.
- Please allow around 28 days for items to be returned and processed once you have sent them. It may sometimes take longer.
- If you have any questions about returning your goods please contact info@ivyandnormanton.com clearly stating the issue in the subject line.
Late or missing refunds
We will refund the cost of any items purchased back on to the card used to make the purchase. This is an automatic process done through our shopping platform. When a refund is issued you will receive an email and the funds should show in your bank account within 1 – 3 days. If you have not received the funds after 3 days then contact your credit/debit card company and your bank. If you have done all of this and you still have not received your refund yet, please contact us at info@ivyandnormanton.com and we will do our best to assist.
