FAQ
Finding your style
How do I choose the right size?
Before ordering, check the size guide on each product page and compare your measurements with those shown. If you are between two sizes, email us and we will gladly help you choose.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna. The payment methods available for your order are shown at checkout. More details in our Payment Policy.
Do you make your own products?
Ivy & Hale selects its clothing and accessories from a range of suppliers and manufacturers. We check every style so we can offer comfortable, versatile pieces of good quality.
Your order
How long does delivery take?
We prepare orders within 1-2 working days (Monday to Friday). Once dispatched, delivery usually takes 3-10 working days (Monday to Friday). We deliver anywhere in the UK.
Can I track my order?
Yes. As soon as your order is dispatched, we email you the tracking number. You can also check it on our Track your order page.
Can I change my delivery address after ordering?
Email us as soon as possible at ivyandhale@noveliabrands.com. We will do our best to update it, but we cannot guarantee the change once the order has been dispatched.
Will I have to pay customs duties or any extra charges?
No. For orders delivered anywhere in the UK, the price shown at checkout is the total you pay. There is nothing extra to pay on delivery.
Returns and customer service
How long do I have to return an item?
You can request a return within 30 days of delivery. Items must meet the conditions in our Returns and Refunds Policy.
What if my item arrives damaged, faulty or wrong?
Email us as soon as possible, ideally within 7 days of delivery, with your order number and a photo of the item. We will put it right at no cost to you.
How soon will I be refunded?
Once we have received and checked your return, we let you know the outcome. If the return is accepted, we refund you within 14 days to your original payment method.
How do I request a return?
Before sending anything back, email us at ivyandhale@noveliabrands.com with your order number. We will send you the instructions and the returns address.
How can I contact Ivy & Hale?
Email us at ivyandhale@noveliabrands.com, call us on +44 1793 569117 or use our contact form. Hours: Monday to Friday, 9:00am to 5:00pm.