Frequently Asked Questions (FAQs)

How can we reach customer support?

To reach customer support, email us at support@ivyshape.com. 

You can also send us a message through our contact form. 

All messages and emails are handled in the order they are received. We aim to respond within 24 hours.

Which countries do you ship to?

At this time, Ivyshape ships to the United Kingdom only.

When will my order arrive?

Estimated delivery timeframes for all orders are outlined below:

  • Processing time: Order processing begins on the date you place your order and typically takes 1–2 business days. Orders placed after the cut-off time (12:00 AM GMT) will b processed the following business day.
  • Transit time: After processing, your order is dispatched to our trusted courier. Delivery time is an estimated 5–6 business days. This may vary depending on your location.
  • Total delivery time: This includes both processing and transit. The total delivery time is usually 6–8 business days (Monday–Friday).

All delivery estimates are based on historical order data and are provided as a guideline only.

Which delivery partner do you use?

For fast and reliable service for our customers based in the United Kingdom, we partner with Royal Mail.

Can I update my delivery address after placing an order?

  • Once an order has already been shipped, we can no longer change the shipping address.
  • If you'd like to request a shipping address change, contact us within 24 hours of placing your order at support@ivyshape.com.
  • Please note that once processing has already begun, we cannot guarantee changes to the shipping address.

How can I track my order?

  • Once your order is shipped, you will receive a tracking number via email.
  • To track the status of your order, you may use our Track My Order page.

I received a damaged item. What should I do?

We’re sorry to hear that your order arrived damaged. Please contact us at support@ivyshape.com and include your name and order number so we can assist you as quickly as possible.

Can I return my order?

  • If you’re not satisfied with your purchase, you may request a return within 14 days.
  • The 14-day return period begins on the day you receive your complete order.

How do I return an item?

If you wish to return an item, please follow these steps:

  1. Contact us:
    Send an email to our customer support team at support@ivyshape.com with your order number and reason for return.
  2. Pack the item:
    Pack the item securely in the original packaging, including all accessories, labels, and documentation.
  3. Return the item:
    Follow the return instructions you receive from customer support after the return request is approved.

You will receive a return form, which you should print out, fill out and enclose with your package.

Who covers the return shipping costs?

  • Order cancellation or reorder
    If you no longer wish to keep the item or have ordered the wrong product, you are responsible for the return shipping costs. Original shipping fees are non-refundable.
  • Incorrect or damaged items
    If you have received an incorrect or damaged item, we will cover the return shipping costs.
  • Restocking fee
    We do not charge any additional fees for returns.

In what condition must returned items be?

  • Products must be returned in good condition — either new or lightly used — and in their original packaging, including all accessories, tags, and documentation where applicable.
  • Items that show clear signs of heavy wear, misuse, damage, stains, odors, or missing components not caused by us will not be eligible for return.
  • Return requests submitted after the 14-day return period cannot be accepted.

When will I receive my refund?

  • After we receive and inspect your returned item, we will notify you about the approval of your refund.
  • Once approved, the refund will be issued to your original payment method within 5 business days.

Contact Information

Email: support@ivyshape.com
Contact Form: Contact

Opening hours:
Monday – Friday: 08:00–18:00 GMT
Saturday – Sunday: Closed
Public holidays: Closed

We aim to respond to emails within 24 hours (Monday–Friday). Enquiries received during weekends will be answered on the next working day.

Business Information

Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Store name: Ivyshape
Company Name: NOREVIX LTD
Company number: 16836518