Frequently asked questions
What is the delivery time for my order?
Delivery time varies from 7 to 12 working days.
Update: Most parcels are arriving in South-Africa a little faster again! Usually you will receive your parcel within 10 working days.
What should I do if I haven't received my order yet?
If the delivery time of 7-12 working days has passed and you still haven't received your order, please send an email to contact@ivy-mode.com. We'll find out what's wrong with your parcel.
I would like to exchange/return my order, how do I do that?
To send a return, please contact our customer service team at contact@ivy-mode.com. Please include your name, the order number (e.g. #0000) you received in the confirmation email and the reason for the return. We will then provide you with the return address and confirm the return. Once this is done, you can send the product to us via a courier of your choice.
What are the fees for returns?
Returns to us are unfortunately at your own expense. The cost therefore depends on the courier company. Please check the website of the respective courier you wish to ship with for more information on prices.
What are the conditions for returning my products?
There is always a 14-day return period. The return period starts on the day you receive the item. However, there are conditions for returns.
You can only return the item if:
- The return period has not yet expired.
- The product is in its original packaging with all labels still attached.
- The product has not been used.
What payment methods can I use?
We accept payments via various payment methods, such as: iDeal, Bancontact, Credit Card & Amex. If you are not sure if your payment method is accepted, follow the steps on the payment page to see all possible options.
All transactions go through secure and reliable payment systems and are therefore safe.
What do I do if I haven't received a confirmation of my order?
Send an email with your full name and email address to contact@ivy-mode.com. We will help you quickly.
Can I cancel my order?
Do you want to cancel your order for any reason? Send an email to contact@ivy-mode.com as soon as possible. Include your name, the order number (e.g. #0000) you received in the confirmation email and the reason why you want to cancel your order. If your order is already in transit, this is unfortunately not possible.