Delivery and Returns

Thank you for shopping with Ivy & Wick. We’re committed to delivering your order with care and efficiency. Below is everything you need to know about how we ship your order.

Processing Times

All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive a notification when your order has shipped.

During busy periods (such as holidays or new product launches), processing times may take slightly longer, but we will do our best to keep you updated.

Shipping Rates & Delivery Times

We currently ship within the UK.

All shipping rates are calculated and displayed at checkout.

Order Tracking

Once your order has shipped, you’ll receive an email with a tracking number and link to track your package in real time.

Please allow 24-48 hours for tracking information to become available after dispatch.

Delivery Issues

If your package hasn’t arrived within the estimated time, please first check the tracking link. Then contact our customer care team at hello@ivyandwick.com and we’ll be happy to assist.

Ivy & Wick is not responsible for delays caused by couriers, customs, or circumstances beyond our control.

Shipping Address Accuracy

Please ensure all shipping details are accurate at checkout. We are not responsible for orders sent to incorrect or incomplete addresses. If you spot an error, please contact us immediately at hello@ivyandwick.com.

International Shipping

We currently only ship within the United Kingdom. We are working on expanding our shipping regions soon. Stay tuned!

Returns

We accept returns within 14 days of delivery. To be eligible for a return:

• Your item must be unused, in its original packaging, and in the same condition you received it
• You’ll need the receipt or proof of purchase

To start a return, please email us at hello@ivyandwick.com with your order number and reason for return. We’ll reply within 48 hours with return instructions.

Please note: Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Non-Returnable Items

Due to the nature of our products, we cannot accept returns on:

• Used candles
• Custom or personalised items
• Sale items (unless faulty)

Damages & Issues

Please inspect your order upon arrival. If your item is damaged, defective or incorrect, email us at hello@ivyandwick.com within 7 days of receiving your order, with a photo and description. We’ll make it right with a replacement or refund.

Refunds

Once we’ve received and inspected your return, we’ll notify you of approval or rejection. If approved, your refund will be processed back to your original payment method within 5-10 business days.

Please note that your bank or card issuer may take additional time to post the refund to your account.

Exchanges

We do not offer direct exchanges. If you’d like to exchange an item, simply return it for a refund and place a new order for the item you prefer.

Cancellations

If you need to cancel an order, contact us at hello@ivyandwick.com as soon as possible. We cannot guarantee cancellations once an order has been processed or shipped.

Need Help?

For any return or refund enquiries, contact us at hello@ivyandwick.com