How do I order?
To place an order with us, you need to open a customer account. You can do this very quickly during checkout. Of course, this is completely free. Afterwards, log in with your email address and chosen password and order your favourite items.
Can I order over the telephone?
At the moment, you can only order online.
Is there a minimum order value?
No. We do not require you to meet a minimum order value.
What do I do if I forget my password?
If you have forgotten your password, go to “My account” – “Sign in” – “Forgotten Password” in order to have a new password sent to your email address.
How do I change my user name, name, email address, or address?
You can edit your personal data at any time under “My account” – “Account details”.
How can I pay?
We offer all common credit cards and PayPal as payment methods. In Germany, you can also purchase on account. You will be invoiced by our partner, Klarna. If you are paying via PayPal, you will be redirected to the PayPal website to complete the payment.
Please note for invoice payments: When the order is shipped, you will be receiving an email from Klarna with payment instructions and a payment due date of 14 days. Please be aware, IVY & OAK will be sending a regular invoice for the order and Klarna will be sending a separate note with payment instructions.
Shipment and delivery
How much does shipping cost?
Within the EU, shipping is always free, regardless of the total price of your order.
How do I know if you have received my order?
After making a binding order, you will receive an order confirmation from us via email.
Can I have my order sent to a PackStation?
Yes, this is possible. Simply enter your post number in the field “Address (extra line)”. The term “PackStation” and the station number are entered into the “Address” field.
How do I know if my order has been sent?
As soon as your order leaves our warehouse and is sent on its way to you, we will send you an email notification.
How can I track my order?
Our dispatch notification email will contain a tracking link and a DHL tracking number. You can use this link or the tracking number to trace your parcel using the DHL Track & Trace service: https://www.dhl.de/trackandtrace.
When will my parcel arrive?
Within Germany, deliveries are made by DHL. They normally take 2 – 3 working days. For international addresses within Europe, the delivery time depends on your shipping address.
Do you offer an express delivery service?
No, we do not currently offer an express delivery service. For urgent enquiries, please contact us at email@example.com.
To which countries do you deliver?
We deliver to all European Union (EU) countries.
How can I return my order?
If you wish to return your order in part or full, please use the address label included in your parcel. Attach it to the box and take the box to your nearest DHL branch. You do not have to pay for shipping.
For international returns, please contact us at firstname.lastname@example.org with your return request, quoting your order number. We will send you an address label via email, which you can use to return your parcel to us via your nearest DHL station.
What address can I use for returns?
Please send your parcel to the following address:
IVY & OAK
c/o Moodja UG
Straße der Einheit 142-148
For how long can I return my order?
You have 30 days from the day of receipt to return your goods. All relevant information about cancelling your order can be found in our terms and conditions: https://www.ivy-oak.com/terms/.
How will I receive my refund after returning my order?
Once we have checked your returned items, we will immediately initiate the refund process. All refunds use the same method of payment that was chosen for the original payment. The date on which the money will actually be credited to your account depends on the provider of the payment service.
How can I make a complaint about a faulty item?
Please use the return form enclosed in your parcel and specify that the item is faulty. This helps us to maintain high product quality at all times.
Can I buy a voucher?
At the moment, we are not selling vouchers via our online shop. We offer certain promotions on our social media channels and at events within the scope of campaigns, however.
How can I use my voucher to pay?
Simply enter your discount code during checkout. The corresponding discount will automatically be applied to your total.
How can I subscribe to or unsubscribe from your newsletter, and what are the advantages?
Simply enter your e-mail address into the corresponding field on our website to subscribe to our newsletter. You will receive an automated e-mail whose receipt you will have to confirm separately in order to accept our terms and conditions. Our newsletter will keep you up to date on current offers and upcoming events. Each newsletter contains a link you can use to unsubscribe.
How can I get in touch with you?
You can simply e-mail us at email@example.com. We will get back to you as soon as possible. From Monday to Friday between 10am and 5pm, we aim to reply within 24 hours. We look forward to hearing from you!