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.
Simply enter your discount code during checkout. The corresponding discount will automatically be applied to your total.
DELIVERY
We deliver to all countries of the European Union, Switzerland and the UK. For orders within the EU, shipping is free of charge. For orders outside the EU, shipping costs will be charged.
We now also ship to the UK and Switzerland with DHL Express. Our shipping fee is 24.90 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 with the shipping service provider DHL is 2-3 working days. All shipments outside Germany have a delivery time of approx. 3-5 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
*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
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.
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
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.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.
Clothing bought in our shop can only be exchanged/returned there.
As of 01.06.2023, all mail order returns from third countries (United Kingdom and Switzerland) must be declared electronically to German customs.
The following information/documents are urgently required for trouble-free import processing:
- New: Economic Operators Registration and Identification (EORI) number of the return recipient
- New: Electronic customs data are automatically recorded when returns are ordered (Returns function in the Post & DHL Business Customer Portal) and must be entered as of 03/04/2023.
These documents must be found on the outside of the parcel in a transparent envelope:
- Fully and correctly completed customs declaration (CN 23)
- Original commercial invoice (this serves as proof of the returned goods status and is mandatory in order to avoid customs duties and import taxes).
EYEWEAR
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.
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.
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.
If you want your new glasses or sunglasses with prescription, you can order the lenses with prescription at our exclusive partner Mister Spex.
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.
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.
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.
