FAQ

Welcome to our Frequently Asked Questions (FAQ) page!

We understand that you may have questions, and we’re here to help. This section is designed to provide quick and easy answers to some of the most common inquiries we receive. Whether you’re looking for information about our products, services, policies, or anything else, you’ll find helpful answers here. If you don’t see your question listed, feel free to reach out to our customer support team for personalised assistance. We’re committed to ensuring you have a smooth and enjoyable experience with us!

Our most common questions:

Order and Payment

  • How do I place an order?
     - You can place an order by browsing our products, adding items to your cart, and proceeding to checkout.
  • What payment methods do you accept?
     - We accept major credit/debit cards, PayPal, and other secure payment methods listed at checkout.
  • Can I modify or cancel my order after it has been placed?
     - Orders can be modified or canceled within 1 hour of placing them. Please contact customer service as soon as possible.
  • How do I apply a discount or promo code?
     - Enter your discount code at checkout in the designated field before completing your purchase.

Refunds

  • What is your return policy?
     - We accept returns within [30 days] of delivery. Items must be unused and in their original packaging.
  • How do I initiate a return?
     - To start a return, please contact customer service (or jess@ivoryavenue.co.uk) with your order details. We will provide instructions for returning your item.
  • Do I have to pay for return shipping?
     - Return shipping costs are the responsibility of the customer unless the item was defective or incorrect.
  • When will I receive my refund?
     - Refunds are typically processed within [7 days] after we receive your returned item.

Shipping details

  • How much does shipping cost?
     - Shipping costs vary depending on your location and the size of your order. Exact shipping costs will be calculated at checkout.
  • Do you ship internationally?
     - No, currently we only ship to UK mainland.
  • How long will it take to receive my order?
     - Delivery times depend on your location and the items being shipped. Our standard delivery (excluding furniture and mirrors) is 5-7 days.
  • Can I track my order?
     - Yes, once your order is shipped, you will receive a tracking number via email.
  • What should I do if I haven't received my order?
     - If your order hasn't arrived within the estimated time, please contact our customer support team.

Mirrors - £15 (5-14 days)

Other

  • How can I contact customer service?
     - You can reach us via email or live chat. Our contact information and hours of operation are listed on the "Contact Us" page.