FAQ

ORDERS

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. 

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.).

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’.

PAYMENT

You can choose to pay using all major credit cards, Amazon Pay, PayPal or by invoice (only for Germany, Austria and Finland). We also offer the option of payment by instant bank transfer in the Netherlands, Germany and Austria. Please note that for every payment, you will be forwarded to the page of the relevant payment provider to conduct the payment. We can only process and send your order after the payment process has been completed successfully.

In Germany, pay per invoice is carried out by our partner RatePay until 17.05.20. From 18.05.2020 onwards pay per invoice is carried out by our partner Klarna in Germany, Austria and Finland.

As soon as your order has been shipped, you will receive your invoice by email with the payment steps and a request to complete the payment within 14 days. If you don’t receive an email by the respective payment provider, please check your spam folder. You can contact us via hello@ivy-oak.com in case you did not receive the e-mail.

Our return period is 30 days; if you return part of your order after the 14-day payment deadline has passed, the payment provider will reimburse the amount already paid to your account. 

More information about Klarna and its services can be found via this link.

Please bear in mind, that we cannot provide you the reasoning why our partner declined your eligibility of using their pay per invoice offer. You can get in contact with the Klarna customer service directly here.

Simply enter your discount code during checkout. The corresponding discount will automatically be applied to your total.

DELIVERY

Our delivery partner DHL is delivering parcels within Germany without increased lead times. Please allow for 1-2 days delay for international orders. In order to reduce contact and keep everyone safe, DHL waived the requirement for a recipient signature. In addition it is recommended to make use of the option to specify a preferred location where DHL can drop-off your parcels. You can find the latest information from DHL via this link: https://www.dhl.de/en/privatkunden/kampagnenseiten/coronavirus.html

We deliver to all countries of the European Union, Switzerland and the UK. For European Union countries our shipping fee is 5 EUR to cover our climate friendly shipping and packaging. This means we use recycled packaging materials for our cardboard boxes and polybags, and offset our CO2 emissions for all deliveries and returns.

Sending parcels back and forth causes many CO2 emissions. We want to reduce these and encourage you to only order products that you really want to keep, if they fit. Customers often order different colours, several sizes and similar styles to try them on and compare. We provide various tools such as our size chart, detailed product descriptions and realistic photos including of the colour and fabric up close to make the selection as easy as possible for you so that you can select the right size and colour right away. No surprises.

Climate protection is a key topic for us. Therefore, we compensate all CO2 emissions arising from the transport of our packages by supporting a Gold Standard certified project in India that sets up biogas digesters in local communities. Using cow dung as a resource, the digesters create biogas that is used for cooking and heating water. The aim of the project is to reduce the dependence on resources such as wood and kerosene and replace it with clean and sustainable biogas. This way we contribute to climate protection and sustainable development.

We now also ship to the UK and Switzerland with DHL Express. Our shipping fee is 14.90 EUR. Please note that your shipment will be subject to taxes and duties upon arrival.

Additionally, we cannot service orders to non-EU customers that are valued over 1000 EUR. If you would like to purchase items that exceed this total, please place multiple orders.

Orders within Germany will be delivered within two to three working days. All shipments outside Germany will be delivered in around three to five working days.

As soon as your order has been shipped, you will receive a separate email with the shipping details so that you can track your parcel. If the tracking link doesn’t work, you can also enter your shipping number on the DHL website (https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html) and track the parcel there.

Orders in Berlin, Bochum, Bottrop, Dortmund, Duisburg, Düsseldorf, Erlangen, Essen, Frankfurt am Main, Fürth, Gelsenkirchen, Gladbeck, Hamburg, Hannover, Herne, Köln, Krefeld, Leipzig, Leverkusen, Moers, Mülheim an der Ruhr, München, Neuss, Nürnberg, Oberhausen, Recklinghausen, Stuttgart und Witten are delivered with the sustainable same-day delivery by Liefergrün. In case your city is covered, it will directly be selected in the check-out.

Liefergrün is a young company that delivers parcels with cargo bikes or e-vans in bigger cities. More infos on this can be found here.

You can expect the following delivery times:

Order until 11 a.m. - Next day delivery between 5 and 8 pm on weekdays

Order after 11 a.m. - Delivery the day after tomorrow between 5 and 8 pm on weekdays

Tracking is directly shared by Liefergrün.

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.

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

*For orders of our ARCHIVE sale we unfortunately cannot offer express delivery.

If a parcel cannot be successfully delivered, it will automatically be returned to us.

RETURNS AND REFUNDS

We want to make things as easy as possible for you, so we extended our returns period. Please inform us via hello@ivy-oak.com in case you would like to ship back your parcel after the usual 30 day returns period.

If you wish to return your order in part or full, please use the return label included in your parcel. Attach it to the box and take the box to your nearest DHL branch. You do not have to pay for shipping.

We compensate the CO2 emissions arising from every shipment by supporting a Gold Standard certified climate protection project in India that sets up biogas digesters in local communities. 

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:

- Unworn
- Clean (no deodorant/make-up marks or traces of perfume)
- Unwashed

Please note that it can take two to three days for your returned items to be processed and checked once they reach our warehouse.

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.ivy-oak.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.

Clothing bought in our shop can only be exchanged/returned there.

OTHER

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.

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.

Outlet or Archive Sales are temporary sales during which we offer certain items from our old collections at exceptional prices. 

For outlet sales we only offer standard delivery and apply a € 7 return delivery fee to cover our costs. Currently outlet products cannot be shipped to Switzerland or the UK - we are working on changing this.

You can purchase your gift card online or offline in our IVY OAK boutique. After purchase, you will receive an email which contains the gift-code. This code can be redeemed in the checkout online or in the boutique. 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.

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.

You can email us at hello@ivy-oak.com at any time. We will get back to you as soon as possible. From Monday to Friday, we aim to reply within 24 hours. We are mostly working on customer requests in the morning.

We look forward to hearing from you!

You can also visit us on Facebook and Instagram.