Frequently asked questions

The questions our support inbox gets most often, answered in full. If yours is not here, email info@ivyleighton.com or use the Contact form.

Do you deliver outside the United Kingdom?

No. Ivy Leighton delivers to UK addresses only. We cannot accept or forward an order to an address abroad at the moment.

What does delivery cost?

Nothing. Shipping is free on every order within the United Kingdom, with no minimum order value and no surcharge added at checkout.

When will my order arrive?

Orders placed before 5:00 PM (GMT) go into processing the same working day; anything after that starts the next business day. Processing takes 1 to 3 business days, and transit takes a further 5 to 7 business days, both counted Monday to Friday. That puts most orders on your doormat within 6 to 10 business days of purchase. Our shipping policy has the full breakdown.

Who delivers the parcel?

Royal Mail, DPD or FedEx, depending on your address and the size of the shipment. We cannot let you pick a carrier at checkout.

Is VAT included in the price?

Yes. Every price shown on the site includes VAT where it applies. Because we ship domestically only, there are no customs duties or import charges, and there is nothing to pay when the parcel arrives.

My tracking number shows nothing yet. Is that a problem?

Usually not. Carrier systems need 24 to 48 hours after dispatch before the first scan appears. If there is still no movement after that, get in touch with your order number and we will chase it.

My estimated delivery date has passed. What now?

Check the tracking link in your dispatch email first, since a parcel sitting at a local depot is the most common cause. If the order has not arrived three business days after the estimated date, email us and we will open an investigation with the carrier.

How long do I have to return something?

30 days from the day your order is delivered. Items need to be unworn, in their original condition, and returned with the tags, packaging and any accessories. Our return and refund policy lists the exact conditions.

Who pays for the return postage?

We do, if the item arrived damaged or defective, or if we sent you the wrong thing. If you changed your mind or the size does not fit, the return postage is yours. Original shipping fees are not refundable, and we do not charge a restocking fee.

When do I get my money back?

We inspect the returned item, then process approved refunds within 7 business days of that inspection. Your bank or payment provider needs a further 5 to 7 business days to show the credit. Refunds always go back to the payment method you used at checkout.

Can I exchange an item instead?

Yes, for a different size or a different product, as long as the replacement is in stock. Email us with your order number and what you would like instead.

Can I change or cancel an order after placing it?

Get in touch as fast as you can. Before the parcel is handed to the carrier we can usually still change an address or cancel. Once it is dispatched we cannot recall it, and the return process applies instead.

Which payment methods can I use?

Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. The methods available to you are shown at checkout.

Are my payment details safe?

Payments run over an encrypted connection and are handled by established payment providers. Your card details are entered directly into the provider's system; we never see or store a full card number.

What sizes do you use?

UK sizing throughout. Individual measurements are on each product page, and they are worth a look before you order, since cut varies between styles.

Where do I find your policies?

All of them are linked in the footer: shipping policy, return and refund policy, privacy policy, terms of service, payment policy and legal notice.

Customer Support

Store Name: Ivy Leighton

Business Address: Am Deckelsbach 1b, 79215 Elzach, Germany

Warehouse Address: 196 Park Rd N, Birkenhead CH41 8AD, United Kingdom

Email: info@ivyleighton.com

Tel.: [TELEFONNUMMER EINSETZEN]

Contact Form: Contact

Customer service hours: Monday to Friday: 8:00 AM – 6:00 PM (GMT)

We aim to respond within 24 hours (Monday–Friday).