Frequently Asked Questions (FAQs)
How fast can you answer my question?
We answer messages and emails in the order we receive them and respond within 24 hours of receiving them.
Can I change my delivery address after the order is placed?
Once an order is placed, the delivery address cannot be changed. Our fulfillment team processes orders within 1-5 business days. If you wish to change the place of delivery, you can contact us within 24 hours of placing the order at support@ivyshape.com or call us on +31 6 10588864 with your name and order number. We will make every effort to update your address before the order is shipped.
Please note, we cannot guarantee that changes can be made, especially if the order has already been processed or dispatched from our warehouse.
How long is the processing time?
We aim to process and prepare your order within 1-5 business days after it is placed. While many orders are processed within 24 hours, processing times may extend up to 5 business days during periods of high order volume.
General shipping information:
Our warehouse operates Monday through Friday, excluding major holidays. Once your order is placed, it will be processed within 1-5 business days. After processing, delivery is typically completed within 1-5 business days, depending on your location.
Thank you for your patience as we work to fulfill your order.
Will my order come in one package?
Depending on the size of your order, you may receive separate packages that may arrive 1-2 business days apart.
Out of stock/backorder items:
If any of your items are out of stock, we will email you to let you know when we expect to be able to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price of those items.
I received a damaged item, what should I do?
We apologize that your shipment did not arrive in perfect condition! Please contact us with your name and order number for further assistance.
How can I track my order?
Simply go to the Track My Order link on the home page main menu or footer menu and enter your tracking number to see where your package is. If you need further assistance, we are always ready to help you.
Why is my tracking number not working?
Often the tracking number only works on domestic orders. If your tracking number is not working, please let us know so we can ensure your items were shipped correctly.
How long does it take to receive my order?
This depends on where your order is being delivered to and how close it is to our warehouse. Our order cut-off time is 12:00 am BST. Orders are processed within 1-5 business days. Shipping time is 1-5 business days (Monday to Friday). In total, you will receive your order 2-10 days after it is placed. Delivery details are included in your confirmation email.
Which shipping company do yo use?
For our customers based in the United Kingdom, we use Royal Mail.
Can I return my product?
Would you like to return an item? Please contact our customer service within 14 days of receiving your order at support@ivyshape.com.
Our support team will send you a return form which you need to print, fill in, and include in your return package.
- Shipping costs for the return are at the customer's expense.
- Exception: If you received a wrong or damaged item, we will cover the return shipping cost and send you a free return label via email, which you can simply download and print.
Please repackage your item(s) using the same packaging in which they were originally delivered. The customer is responsible for properly packaging the item. Send your return to the address below.
Returns sent without contacting us first will not be accepted.
How long is the return period for products?
We accept returns within 14 days.
In what condition must the products be in order to be returned?
All products must be returned in the same condition in which they were received (in the original packaging and unused).
How much is the restock-fee?
We have no restock-fee.
For further questions, please contact us at:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
Email: support@ivyshape.com
Telephone: +31 6 10588864
Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Ivyshape
Opening hours:
Monday - Friday: 8:00 am - 6:00 pm BST
Saturday - Sunday: Closed
Holidays: Closed