FAQ
ORDERS
ORDERING
You can either place an order as a guest or set up a customer account.
You can do this very quickly during checkout. Of course, this is completely free. Afterwards, log in with your email address and chosen password and order your favourite items.
Please note that for orders outside the EU, prices exclude taxes and customs.
CHANGING AN EXSISTING ORDER
We process your order as quickly as possible so that you receive your items at the earliest possible opportunity. If you change your mind or realise that you made a mistake after you receive your order confirmation, we only have a very limited amount of time to make adjustments. Please contact our Customer Service team immediately (subject line: Change to/Cancellation of my order no.).
CUSTOMER ACCOUNT - FORGOTTEN PASSWORD
If you forget your password, you can select ‘Forgotten Password’ on the login page. Once you have entered your email address, you will receive an email with a link to reset your password.
You can edit your personal data at any time under ‘My account’ – ‘Account details’.
DELIVERY
EXTENDED RETURN TIME IN HOLIDAY SEASON
We decided to extend our return times from 30 up to 45 days. This is valid from the 12nd december until the 31st december 2024.
CHRISTMAS DELIVERY
If you want to receive your order before christmas please note these times as the latest order times:
Europe (Germany & Austria excluded) : 16th December
Europe Express (Germany & Austria excluded): 22nd December
Express Rest of World (Germany & Austria excluded): 15th - 21st December (depending on the country)
CHRISTMAS DELIVERY GERMANY & AUSTRIA
If you want to receive your order before christmas please note these times as the latest order times:
DHL: 19th December
DHL Express: 20th December
TRANSIT TIMES (EUROPE)
Find the approximate transit times for europe here:
- Austria - 2 days
- Belgium - 2 days
- Bulgaria - 3 days
- Croatia - 4 days
- Czech Republic - 2 days
- Denmark - 2 days
- Estonia - 3 days
- Finland - 4 days
- France - 3 days
- Greece - 6 days
- Guernsey - 3 days
- Hungary - 2 days
- Ireland (Republic of) - 3 days
- Italy - 3 days
- Jersey - 3 days
- Latvia - 3 days
- Liechtenstein - 7 days
- Lithuania - 3 days
- Luxembourg - 2 days
- Monaco - 7 days
- Netherlands - 2 days
- Norway - 3 days
- Poland - 2 days
- Portugal - 3 days
- Romania - 4 days
- San Marino - 4 days
- Slovak Republic - 2 days
- Slovenia - 2 days
- Spain - 2 days
- Sweden - 3 days
- Switzerland - 2 days
- United Kingdom - 2 days
- Vatican City State (Holy See) - 7 days
TRANSIT TIMES (INTERNATIONAL & EXPRESS)
Find the approximate transit times for countries outside europe here:
- Albania - 2 days
- Algeria - 3 days
- American Samoa - 5 days
- Andorra - 3 days
- Angola - 5 days
- Antigua and Barbuda - 4 days
- Argentinia - 4 days
- Armenia -3 days
- Aruba - 4 days
- Australia - 3 days
- Azerbaijan - 3 days
- Bahamas - 3 days
- Bahrain - 3 days
- Belize - 4 days
- Belarus - 2 days
- Benin - 3 days
- Bermuda - 3 days
- Bolivia - 5 days
- Bonaire, Saint Eustatius and Saba - 4 days
- Botswana - 4 days
- Brazil - 5 days
- Brunei Darussalam - 3 days
- Burkina Faso - 3 days
- Burundi - 4 days
- Cambodia - 3 days
- Cameroon - 4 days
- Canada - 4 days
- Cape Verde - 6 days
- Cayman Islands - 3 days
- Chad - 4 days
- Chile - 5 days
- China - 2 days
- Colombia - 5 days
- Comoros - 5 days
- Congo - 4 days
- Cook Islands - 7 days
- Costa Rica - 4 days
- Curacao - 3 days
- Djibouti - 4 days
- Dominica - 4 days
- East Timor - 5 days
- Ecuador - 5 days
- Egypt - 4 days
- El Salvador - 5 days
- Equatorial Guinea - 4 days
- Ethiopia - 3 days
- Falkland Islands - 6 days
- Faroe Islands - 8 days
- Fiji - 5 days
- French Guiana - 4 days
- French Polynesia - 6 days
- Gabon - 3 days
- Gambia - 4 days
- Georgia - 3 days
- Ghana - 4 days
- Gibraltar - 3 days
- Greenland - 8 days
- Grenada - 4 days
- Guadeloupe - 5 days
- Guam - 4 days
- Guatemala - 4 days
- Guernsey - 3 days
- Guinea - 4 days
- Guinea-Bissau - 5 days
- Guyana - 6 days
- Haiti - 4 days
- Honduras - 4 days
- Hong Kong - 2 days
- India - 3 days
- Indonesia - 6 days
- Isle of Man - 1 day
- Israel - 2 days
- Jamaica - 3 days
- Japan - 3 days
- Jordan - 3 days
- Kazakhstan - 3 days
- Kenya - 3 days
- Kiribati - 6 days
- Korea (South) - 4 days
- Kuwait - 3 days
- Kyrgyzstan - 3 days
- Laos - 3 days
- Lebanon - 3 days
- Lesotho - 4 days
- Liberia - 4 days
- Macau - 2 days
- Madagascar - 4 days
- Malawi - 5 days
- Malaysia - 4 days
- Maldives - 4 days
- Malta - 1 day
- Marshall Island - 8 days
- Martinique - 4 days
- Mauritania - 3 days
- Mauritius - 2 days
- Mayotte - 6 days
- Mexico - 3 days
- Micronesia - 5 days
- Moldova - 3 days
- Mongolia - 4 days
- Montenegro - 2 days
- Monserrat - 5 days
- Morocco - 3 days
- Mozambique - 5 days
- Namibia - 4 days
- Nauru - 8 days
- Nepal - 4 days
- New Caledonia - 6 days
- New Zealand - 4 days
- Nicaragua - 4 days
- Nigeria - 3 days
- Nuie - 8 days
- North Macednia - 2 days
- Northern Mariana Islands - 4 days
- Oman - 4 days
- Pakistan - 3 days
- Palau - 6 days
- Panama - 4 days
- Papua New Guinea - 7 days
- Paraguay - 4 days
- Peru - 5 days
- Philippines - 3 days
- Puerto Rico - 3 days
- Quatar - 3 days
- Reunion - 3 days
- Russia - 3 days
- Rwanda - 4 days
- Saint Kitts and Newvis - 4 days
- Samoa - 3 days
- Sao Tome and Principe - 5 days
- Saudi Arabia - 2 days
- Senegal - 3 days
- Seychelles - 4 days
- Sierra Leone - 4 days
- Singapore - 3 days
- Sint Maarten - 4 days
- Solomon Islands - 7 days
- South Africa - 3 days
- Sri Lanka - 3 days
- St Barthelemy - 4 days
- St Martin - 4 days
- St. Helena - 7 days
- Sudan - 4 days
- Suriname - 4 days
- Taiwan - 3 days
- Tanzania - 4 days
- Thailand - 3 days
- Togo - 3 days
- Tonga - 6 days
- Trinidad and Tobago - 4 days
- Tunisia - 2 days
- Turkey - 3 days
- Turmenistan - 2 days
- Turks and Caicos Islands - 3 days
- Tuvalu - 6 days
- Uganda -4 days
- Ukraine - 3 days
- United Arab Emirates - 2 days
- United Kingdom - 1 day
- United States - 3 days
- Uruguay - 4 days
- Uzbekistan - 3 days
- Vanatu - 6 days
- Venezuela - 5 days
- Vietnam - 3 days
- Virgin Islands (U.S.9 - 4 days
- Wallis and Futuna Islands - 5 days
- Zambia - 4 days
- Zimbabwe - 3 days
DELIVERY TO A PACKSTATION
We are also very happy to deliver to a Packstation. Simply enter your post number in the field ‘Address (extra line)’. The term ‘Packstation’ and the station number are entered into the ‘Address’ field. If the details are incomplete or incorrect, we will unfortunately have to cancel your order.
EXPRESS DELIVERY SERVICE
Orders can be delivered by express delivery on request. You can expect the following delivery times:
Parcel shipping within Germany:
Order until 8 a.m. - Delivery next business day
Order after 8 a.m. - Delivery within 1-2 business days
International parcel shipping:
Order until 8 a.m. - Delivery within 1-2 business days
Order after 8 a.m. - Delivery within 2-3 business days
UNDELIVERABLE SHIPMENTS
If a parcel cannot be successfully delivered, it will automatically be returned to us.
RETURNS & REFUNDS
RETURNS & REFUNDS POLICY
You have 30 days from the day of receipt to return your goods. All relevant information on order cancellation can be found in our terms and conditions: https://www.ivyoak.com/terms/.
Once we have checked your returned items, we will immediately initiate the refund process. All refunds use the same method of payment that was chosen for the original payment. The date on which the money will actually be credited to your account/credit card depends on the provider of the payment service.
INTERNATIONAL RETURN PROCESS
If you want to return your order internationally, please use our return portal. USe your ordernumber starting with #DE- ... and your mail address to logg in.
If you are returning an item, please ensure that it is in a suitable condition:
- clean (no deodorant/make-up marks or traces of perfume)
- unwashed & unworn
- with all labels
Please note that it can take two to three days for your returned items to be processed and checked once they reach our warehouse.
GERMAN & AUSTRIAN RETURN PROCESS
Return labels can be requested via E-Mail from our Customer Service team (Subject: Return label request, Order No.).
Please only use the return label provided by us for any returns.
If you are returning an item, please ensure that it is in a suitable condition:
- clean (no deodorant/make-up marks or traces of perfume)
- unwashed & unworn
- with all labels
Please note that it can take two to three days for your returned items to be processed and checked once they reach our warehouse.
EYEWEAR
MEASUREMENTS
If you already wear glasses that fit you well, you can simply measure the upper frame line with a ruler. A deviation of approx. 2mm (both larger and smaller) fits well. You can read the measurements of your current glasses on the inside (for example: 55 & 18, 145 (lens width & bridge width, temple length). For sunglasses, please note that it is better if they have a larger frame width so that they provide optimal protection against UV radiation.
CARE
For quick cleaning of your glasses, you can clean them with a microfibre cloth. You should also clean them regularly under running water and with a little washing-up liquid. Note that the water should be lukewarm. Every 4 to 6 months you should have your glasses professionally cleaned by an optician.
SHIPPING & RETURN
Our glasses and sunglasses come with a felt case which is made of 70% recycled materials. Plus, the enclosed spectacles cloths and the white storage boxes are 100% recycled.
The delivery includes the glasses case, the glasses, the small card including a cleaning cloth. A return can only be accepted if all these components are returned.
PRESCRIPTION GLASSES
If you want your new glasses or sunglasses with prescription, you can order the lenses with prescription at our exclusive partner Mister Spex.
OTHER
PRODUCT CARE
We recommend that you read the care label carefully and follow the instructions provided. Some of our items are not suitable for standard machine washing and require specific treatment.
COMPLAINTS
If you have a complaint, please use the return form included in your parcel and indicate that the item has a defect. If you are making a complaint, we would also appreciate you sending us an email directly with pictures of the defective item. This helps us to maintain our high product quality at all times.
GIFT CARDS
You can purchase your gift card online. After purchase, you will receive an email which contains the gift-code. This code can be redeemed in the checkout online. Please use the dicount-fields to enter your code if you shop online. If the amount of the gift card is not as high as the order, you can pay the rest with our offered payment methods.
NEWSLETTER
Simply enter your email address into the corresponding field on our website to subscribe to our newsletter. You will receive an automated email, the receipt of which you will have to confirm separately in order to accept our terms and conditions. Our newsletter will keep you up to date on current offers and upcoming events. Each newsletter contains a link that you can use to unsubscribe.
CONTACT
