Shipping policy

We want delivery to be simple and predictable. We keep you updated at every step, from order confirmation to delivery.

1. Where we deliver

We deliver anywhere in the UK (England, Scotland, Wales and Northern Ireland).

2. Delivery costs

Standard tracked delivery is free on every order, with no minimum spend. UK deliveries are handled by Royal Mail. Any additional delivery options, with their price, are shown at checkout.

3. Processing time

We prepare orders within 1-2 working days (Monday to Friday). Saturdays, Sundays and bank holidays are not working days. At very busy times, preparation may take a little longer.

Order cut-off time: orders placed Monday to Friday before 18:00 (UK time) are processed the same working day. Orders placed after this time, at the weekend or on a bank holiday are processed the next working day. The cut-off does not guarantee same-day dispatch: the processing time of 1-2 working days still applies.

4. Delivery time

Once dispatched, your order usually arrives within 3-10 working days (Monday to Friday), depending on the delivery address and the carrier. The total estimated time is therefore about 4-12 working days from your order.

Delivery times are estimates, not guaranteed dates. Delays outside our control can happen (for example a carrier issue or a peak in demand).

5. Order confirmation

After ordering, you will receive a confirmation email. If you cannot find it, please check your junk or spam folder. If it has not arrived, email us at ivyandhale@noveliabrands.com.

6. Tracking your order

As soon as your order is dispatched, we email you the tracking number. You can also follow your delivery on our Track your order page. Tracking can take a little while to update. If you have not received a tracking number within 7 working days of ordering, please contact us.

7. Delivery address

Please make sure your address is complete and correct. If you spot a mistake, email us as soon as possible at ivyandhale@noveliabrands.com: we can only change it before the order is dispatched. If a parcel comes back to us because of a wrong or incomplete address, re-delivery charges may apply.

8. Late, lost or undelivered parcels

If your order is seriously delayed or the tracking has not updated for a long time, please contact us. We will check with the carrier and, if the parcel is lost or not delivered for a reason that is not your fault, we will offer a suitable solution in line with the law. Goods remain our responsibility until they are delivered to you.

9. Returns

Everything about returns, exchanges and refunds is in our Returns and Refunds Policy.

Contact us

If you have any questions about delivery or your order, please get in touch:

Email: ivyandhale@noveliabrands.com
Phone: +44 1793 569117
You can also write to us through our contact page.

We reply to every message within 1 to 2 working days, Monday to Friday, 9:00am to 5:00pm.

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