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.
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’.
You can choose to pay using all major credit cards, PayPal or by purchase on account (only for Germany and Finland). We also offer the option of payment by instant bank transfer in the Netherlands. 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, purchase on account is carried out by our partner RatePay. 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 from RatePay, please check your spam folder. We can also send you a copy of the invoice at any time: simply send an email to email@example.com and tell us your order number. Our return period is 30 days; if you return part of your order after the 14-day payment deadline has passed, RatePay will reimburse the amount already paid to your account. In Finland, purchase on account is processed via Klarna in the same way as described above.
Simply enter your discount code during checkout. The corresponding discount will automatically be applied to your total.
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 European Union (EU) countries. Shipping is free for a minimum order value of €130. Returns are always free.
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.
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.
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
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 firstname.lastname@example.org 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.
In case your return label is missing, you can create your own label under the following links. Select the country to which your order was delivered and enter the order number (#EN-xxxxx) in the "Order number" field.
Return labels for other countries 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.
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
You can purchase your gift card online or offline in our IVY & OAK store. You will receive an email which contains the gift-code. This code can be redeemed in the checkout. Please use the dicount-fields to enter your code. 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 email@example.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 look forward to hearing from you!