FAQ

• How long will my order take ?

We aim to have all orders out within 5 working days.

 

• Can I get a rush order?

Unfortunately not, but we can offer express post. All orders are important to me but if you are after a product for a specific occasion please contact me prior to purchasing to discuss dates / timeframes etc and I will do my best to try and accommodate.

 

• Does your turn around time include shipping?

No, our shipping time is additional to turnaround.

 

• Who do you ship with?

We ship all of our orders via Australia post, hair accessories (clips) included.

 

• How will I know when my order will be ready?

Once your order is completed and packed you will be sent a shipping notification to the email you provided at checkout with all the tracking details should you wish to check delivery status through the Australia Post website.

 

• What happens if my parcel says it has been “delivered” but I haven’t received anything?

We want to make sure everybody receives their parcel and will help as much as much as we possibly can. First Make sure you check your post box for a “ sorry we missed you card “ in this case it will be at a post office close by awaiting your collection, alternatively check other places around your home ( behind a gate, bush, under stairs, metre box etc) as parcels can be left here.

You can also contact Australia post via phone and ask them to look into your parcels tracking as they have more of a detailed tracking system. 

Unfortunately once your order is lodged with Australia post we do not have any control of couriers/ posties so please also make sure your postal address is correct upon checkout.

 

• Do you ship outside of Australia?

Yes, we have some country’s available at checkout but if not I can add on request, send me an email to ivyandaida@hotmail.com or a Direct message with what you are wanting to order for a quote if your country isn’t available.

 

• Is afterpay available?

Yes! We do offer afterpay on all of our Australian orders

 

• Do you accept exchanges or refund on my order ?

Due to this and for hygiene reasons we are unable to exchange or refund for change of mind. All measurements are on individual listings so please read these carefully before purchasing and if you have any questions please feel free to ask. If an item has not been fulfilled from Ivy and Aida and you wish to cancel a 10% restocking fee will be charged. 

Being handmade means we are able to filter out faults before commencing product production but If for some reason there is a fault, photos will need to be supplied and if deemed in fact faulty, a refund or exchange will be issued once the item is returned back to us. If the item is returned it is to be in original condition, unused, unwashed and sent at the buyers expense. *Please be aware natural fabrics such as cotton and linen can contain these.

 

• How do I care for my products?

All items come with care tags attached which have best instructions on how to launder and get the most from our beautiful pieces please follow these carefully. We are not responsible for damage caused if these instructions are not followed. Check out my Instagram page and IGTV for more.