FAQ

Orders & shipping

Where do you ship to?

We currently ship to addresses in the United Kingdom.

How much does shipping cost?

How long does delivery take?

Delivery takes 5–10 business days in total, from order to delivery. This includes our processing time of 3–5 business days. More details are in our Shipping Policy.

Is there an order cut-off time?

Orders placed before 14:00 UK time on a business day enter processing that day. Orders placed later, or on a weekend or UK bank holiday, enter processing on the next business day.

How can I track my order?

You receive a tracking link by e-mail as soon as your order has been shipped. See Track Your Order for more help.

Why did my order arrive in more than one parcel?

If your order contains products from different suppliers, items may be shipped separately and arrive at different times. You receive tracking for each parcel.

Will I pay customs or import fees?

Any charges we know of are shown at checkout before you pay. See our Shipping Policy for details, or contact us before ordering if you have questions.

Changes & cancellations

Can I change or cancel my order?

Contact us as soon as possible at info@ivyandhome.com or on +44 7480 258902. We will do our best to help if your order has not yet entered processing or been shipped.

Returns & refunds

Can I return my order?

Yes. You can return an item within 30 days of delivery, as long as it is unused, complete and in its original packaging. Contact us first and we will send you the return instructions. See our Refund Policy for the full conditions.

Can I install a light before deciding to keep it?

Please do not install or wire a light until you are sure you want to keep it. Installed or wired lights may be refunded at a reduced value, unless they are faulty.

Who pays for return shipping?

For change-of-mind returns, the customer pays return shipping. If an item arrived damaged, faulty or incorrect, we arrange a solution and cover the return costs where required.

When will I get my refund?

Once your return has been received and approved, we aim to process your refund within 3–5 business days. Your bank may need a few extra days. See our Refund Policy for full details.

My item arrived damaged. What should I do?

E-mail us with your order number and photos of the product and packaging. We will arrange a replacement, repair or refund.

Products

Do I need an electrician to install my light?

Ceiling lights, pendant lights and hardwired wall lights should be installed by a qualified electrician, following the instructions supplied with the product.

Are light bulbs included?

Light bulbs are only included where this is stated in the product description.

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. See our Payment Methods page for details. All payments are processed securely, and prices are shown in British pounds (GBP).