Terms of service

Welcome to Ivy & Hale. These Terms and Conditions apply to the use of our website and to buying products from our online shop. Please read them before placing an order.

1. About us and scope

These terms apply to orders placed in the Ivy & Hale online shop, run by Novelia Brands Ltd (company number 17367676, registered in England and Wales, registered office 71-75 Shelton Street, London, Greater London, WC2H 9JQ, United Kingdom). By placing an order, you accept these terms. Your statutory rights as a consumer are not affected.

2. Orders and the contract

When you place your order, you are making an offer to buy. You will receive an email acknowledging your order; the contract is formed when we confirm the order or dispatch it. We may decline or cancel an order for a legitimate reason (unavailability, an obvious pricing error, suspected fraud or an unverified payment); in that case we refund any amount you have paid.

3. Products and availability

We describe and show our products as accurately as we can, although colours may look slightly different on different screens. All products are subject to availability; if an item is not available, we will offer an alternative or a refund.

4. Prices and payment

All prices are shown and charged in pounds sterling (GBP), and the price at checkout is the total you pay. The available payment methods are shown at checkout; see our Payment Policy.

5. Delivery

We deliver free of charge anywhere in the UK. Times and conditions are in our Shipping Policy.

6. Your right to cancel and returns

You have the right to cancel within 14 days of receiving your order, without giving any reason, and we voluntarily extend this to 30 days. You can use our cancellation form. If you cancel because you have changed your mind, the cost of returning the goods is yours to pay; our returns centre is in China. Full details are in our Returns and Refunds Policy.

7. Your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If you receive a faulty, damaged or wrong item, contact us and we will put it right at no cost to you. Nothing in these terms affects your statutory rights.

8. Using the website

You agree to use the website only for lawful purposes and to give accurate information when ordering.

9. Intellectual property

The content of this website (text, images, logos and design) belongs to Novelia Brands Ltd or is used with permission. It may not be copied without our prior written consent.

10. Personal data

Find out how we handle your data in our Privacy Policy.

11. Liability

Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your statutory rights.

12. Complaints

If you have a complaint, please contact our customer service first at ivyandhale@noveliabrands.com. If we cannot resolve it together, you can get free advice from Citizens Advice (citizensadvice.org.uk).

13. Changes to these terms

We may update these terms. The terms that apply to your order are those in force when you placed it.

14. Governing law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of the consumer law where you live.

Contact us

If you have any questions about these Terms and Conditions, 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.

Item added to your cart