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.
We deliver to all European Union (EU) countries. Shipping is always free, regardless of the total price of your order.
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.
Unfortunately, we do not currently offer an express delivery service
If a parcel cannot be successfully delivered, it will automatically be returned to us.
RETURNS AND REFUNDS
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.
If there is no return label, please send an email to our Customer Service team (subject line: Request for return label, order no.). We will be happy to email the return label to you. 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
A return form is also included in your parcel. If you can’t find or have misplaced the form, you can simply print it out here and enter all the relevant information.
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 firstname.lastname@example.org 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!