FAQs

Have a question? Below are my most frequently asked questions and answers to help you out.

 

SHIPPING

**Covid-19 - Please be aware there are currently delays impacting delivery times especially international orders**

 

Packaging

All of my packaging is eco friendly and where possible will fit straight in to your letterbox. However, this does depend on the quantity and type of items which you are purchasing. I can confirm in advance whether or not it can be packaged to fit in your letterbox if you wish to get in touch.

Shipping Times

All ready made pieces are shipped within 1-2 working days. Any made to order items are made and shipped within 7 days of your order being placed.

Once shipped, shipping timescales are as follows:

UK Royal Mail First Class - 1-2 Working days 

UK Royal Mail Tracked 48 - 1-3 Working days

Europe - 3-5 Working days 

Rest of World - 7 Working days

*Please note there may delays due to Covid-19 which are unfortunately out of my control, please choose Hermes tracked if you are time sensitive for your order*

Missing/Damaged Orders

I really hope this never happens! But if it does, please get in touch with me on info@ivyandginger.com so I can help. 

Customs and Import Taxes

Buyers are responsible for any customs and import taxes that may apply.

 

CARING FOR YOUR JEWELLERY

Hand painted items will have multiple layers applied before being sealed by hand. Prior to being sent to you every item is hand sanded and findings are attached. I want you to enjoy your jewellery for as long as possible, so to keep your jewellery in the best condition:

 

• take them off before swimming, wood is porous so it will naturally absorb the water likely to warp and come away from any earring posts

 

• handle with clean hands, pop them in before you apply any lotions, creams or make up

 

• all earrings are sealed for UV protection, however when not in use (which won’t be often!) ensure they are kept out of direct sunlight

 

PRODUCT INFO

What wood do you use?

I only use sustainable wood which is then laser cut by a family run business located in Hampshire.

I don't have my ears pierced, do you do clip ons?

Absolutely! Most earrings sized 20mm or above can be changed or altered to accommodate clip ons just pop a note on your order at the checkout and I can do this for you. If you're not sure, just get in touch.

Can I have different hooks?

Yes - just pop a note on your order at the checkout such as 'gold plated hooks instead' and this can be done at no additional cost. 

Are you eco conscious?

Absolutely!I constantly review my processes, materials and suppliers to make environmentally beneficial changes as much as possible. Since launching I have already improved the finishing on my pieces to be more environmentally friendly whilst still being long-lasting items. 

Further to this all of ivy and ginger packaging is recyclable/recycled or reused.

Where do you get your supplies?

All of my suppliers are based in the UK and have their own small businesses which helps reduce any footprints caused by importing and also helps to spread the joy of shopping small to support other small business owners. Whilst importing goods can in fact be cheaper it is much more costly to the environment.

 

REFUND POLICY

For hygiene reasons I am unable to offer refunds unless your item is faulty or damaged.

 

Returns 

My policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange for damaged items.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me at ivyandginger@gmail.com. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are refundable for any item that has arrived damaged upon receipt of return. If you receive a refund, the cost of return shipping will be added to your refund. 

Unfortunately, I can't guarantee that I will receive your returned item, so I would recommend using tracked postage.

WHOLESALE

If you think ivy and ginger would fit well in to your retail business please apply for a wholesale account here or get in touch for more information.

CONTACT

If you can’t find the answer you’re looking for please email info@ivyandginger.com and I’d be happy to help!