FAQ's, DELIVERY & RETURNS

If you have any questions, take a look below and your question might be in there. If not, feel free to contact us.

WHEN AND HOW WILL MY ORDER BE POSTED?

We work hard to make sure your order is assembled and dispatched with two working days of receiving your order, however in busy periods we cannot guarantee this. We ship with Royal Mail which takes approximately 3-5 working days, or we offer a First Class option which takes 1-2 working days. Please note that Saturdays, Sundays and Bank Holidays do not class as working days. If you require one of our products urgently, or alternatively to pre-book a gift, please just contact us

 

CAN I ADD A PERSONALISED NOTE?

Of course! Please write your personalised message at the checkout, and it will be hand written by our talented in house calligrapher. If you have already purchased your item, please just get in touch ASAP and we will try and add it on for you.

CAN I CUSTOMISE MY GIFTBOX?

You sure can! If you want to build a custom gift-box, just get in touch at hello@elderandivy.com and we can get started! We are also working on a BESPOKE page, which will be coming soon! 

WHAT IS YOUR RETURNS POLICY?

Unfortunately we cannot accept returns, which is down to the time and attention we put into assembling our boxes and the care which goes into this. If your box has been damaged in transit, please notify us within 24 hours of receiving it at hello@elderandivy.com. Please see our Delivery & Returns page for more information. 

WHERE ARE YOU BASED, AND CAN OFFER DELIVERY/PICKUP?

We are based in Buxton, Derbyshire, and can sometimes offer delivery on larger orders within the area for an agreed cost. Just get in touch at hello@elderandivy.com for more information on this.

 

DELIVERY & RETURNS

 

RETURNS

Due to the nature of our products, and because of the time, attention and care that it takes to create them, we do not accept returns.

 

All of our items are meticulously assessed and checked before being sent out to customers.

However, if you have received your item and there is a genuine fault or damage with one of the products, please get in touch within 24 hours of receiving your box, by emailing hello@elderandivy.com. We will require photo evidence of the item to evaluate the circumstances. Once a verdict has been determined, we will be in touch to notify if a refund/partial refund will be granted. Please do not return individual items back to the brand manufacturer.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs from original purchase are non-refundable.

DELIVERY

Once your order has been received, picked, beautifully packed and packaged up, it will be dispatched. Once this is done, we aim to dispatch within 2 working days. In busy periods there may be a short wait, but we will endeavour to get your item dispatched as soon as possible. Orders placed on a weekend or a Bank Holiday will be shipped on the next working day.

We use Royal Mail as a standard delivery procedure. If you purchase more than one box, there will be an additional charge per box posted. We use the following methods, per box, to fulfil our shipments:

-          Royal Mail 2nd Class Signed For - £3.95 (3-5 working days)

-          Royal Mail 1st Class Signed For - £6.50 (1-2 working days)

-          Our standard delivery is free for orders placed over £65

Once and order has been placed, it will be sent to the address provided on the order. We can’t change the item or the shipping address once this has been dispatched, and cannot take any responsibility for dispatched items that have been lost or stolen once they have left out facilities.

We do not currently offer international shipping as a standard procedure on our website, but if you do wish to have our products posted outside of the United Kingdom, please get in touch at hello@elderandivy.com so we can agree shipping costs accordingly.