FAQ

  • Where is my order confirmation?
  • Can I alter or cancel my order?
  • How long until I receive my order?
  • What countries do you ship to?
  • Can I track my order?
  • Can I return or exchange an item?
  • How do I return an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • How long is delivery time?

Ordering and delivery

  • Where is my order confirmation?
  • Can I alter or cancel my order?
  • How long until I receive my order?
  • What countries do you ship to?
  • Can I track my order?

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@ivymaecollection just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter or cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@ivymaecollection.com, we may be able to alter or cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

How long until I receive my order?

Orders that require shipping within Australia will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of Australia may take up to 25 business days, depending on where in the world you are.  Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We offer wouldwide shipping & Ivy Mae ships orders as per usual worldwide however please keep in mind, some counties charge tax on international orders. We recommend finding out your countries fees prior to shopping internationally. Ivy Mae takes no responsibility of international fees. 

Can I track my order?

Yes. We send updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking link which you can use to check the progress of your order online. 

Returns

  • Can I return or exchange an item?
  • How do I return an item?
  • My order has arrived but it’s not as I expected. What can I do?

Can I return or exchange an item?

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. We also offer exchanges. The buyer is responsible for any shipping fees. If you’re unsure about clothing sizes, please reach out and we will help you the best we can. 

If your products arrive faulty, Ivy Mae will send you a prepaid shipping label to return products and offer an exchance, store credit or a full refund. 

How do I return an item?

Please contact our customer service team via info@ivymaecollection.com to start a return. 
Ivy Mae has a 30-day return policy and the buyer is responsible for any shipping fees when returning or exhanging products unless you have received a faulty item, in that case Ivy Mae will cover any shipping fees. 

To be eligible for a return, all item/s need to be in the same condition as when received, unworn and with the tags still attached. 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@ivymaecollection.com with the details. We’ll respond within 48 hours. We will send you a prepaid shipping label to return faulty item/s and offer an exchange, store credit or full refund. 

Delivery

  • How long is delivery time?

How long is delivery time?

We want to ensure you get your parcels as soon as possible, your order will be pack and shipped within 24hrs. Delivery within Australia takes around 2-8 business days, within New Zealand takes around 5-10 business days and for the rest of the world roughly 15-30 business days. Ones your order has been shipped you will receive an email confirmation with a tracking link.