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 a tracked delivery service if your order is time sensitive*
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. 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 recycled or 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.
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 which helps reduce any footprints caused by importing. 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 so I can help.
shipping
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!