Order & Delivery
1. CHANGE & CANCEL
How do I cancel my order?
In the event you wish to cancel your order, please contact us.

If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.

Only once the package has returned to our warehouse, will we be able to process the cancellation.
Can I change my order?
Once an order is submitted, we are unable to change the ordered products or the quantity selected.

In this situation, we suggest you to contact us and cancel the incorrect order.

Thereafter, we recommend you to place a new order on our website, with the correct item(s), at your own convenience.
Can I change my delivery address?
If you wish to make a change in your delivery address, please contact us and we will do our best to assist you in this matter.

In the event we are unable to process the address change directly on our system, usually because the package has already been shipped, we will need contact our courier to make any modifications to the delivery address.

Kindly observe, this process will delay the delivery time; We are not responsible for any delay in delivery due to an address change request by the customer.
2. SHIPPING
Do I need to complete the customs clearance for my order?
All orders shipped to countries located outside of the EU, other than the United States will go through the local customs in the country of delivery. You will not need to complete the customs clearance process yourself. For your convenience and to ensure the fastest delivery possible it is handled by our courier.

For orders to Russia and Ukraine, please note that you may be responsible to complete the customs clearance.

Ivy York will for orders to countries outside the EU and other than the United States, Hong Kong and India, not charge you for any VAT. You are instead subject to paying local taxes and duties during delivery of your order. Ivy York cannot estimate these fees. Please contact your local customs office for further info.
From where are your products shipped?
New York, baby.

How do I track my order?
If you choose to get a tracked delivery, then within 1-2 business days of placing your order, you will receive an e-mail containing your package’s tracking information.

Do you ship to my country?
Although we strive to provide world-wide shipping, at this time, our courier service is unable to deliver to:

Argentina
Bouvet Island
Christmas Island
Cuba
Heard Island
Iran
Lebanon
Libya
McDonald Island
North Korea
Somalia
Sudan
Syria
Turkmenistan
Additionally, there may be additional regions, countries, or cities that our courier service are unable to deliver to. For more information, relating to this, please contact your local office.
Is shipping free?
Free UPS express shipping is provided by Ivy York when purchasing an order under some limitations.

Although standard shipping is free, you may be subject to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

For more information regarding additional fees levied by your local government, we suggest that you contact your local post office or local customs office.
My order is a gift; can you remove the invoice from the package?
There is no invoice included in the package when it is delivered.

Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you.
3. DELIVERY
When will I receive my order?
We aim to ensure that you receive your order as quickly as possible.

Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email.

You should receive your order 3-5 business days thereafter. Packages are not transported on weekends and local public holidays.

Kindly note that the estimated delivery times (3-5 business days) are estimates and may vary due to external factors outside of Ivy York’s, and its courier’s, control.

These factors may include but are not limited to, extreme weather conditions, technical failures, customs delays, etc.

Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
I have received the wrong product/size – what do I do?
If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistake as promptly as possible.
Can I pick up my package from a pick-up point?
Once your local postal Office have made their first delivery attempt to your address, you can contact your local postal Office and request them to deliver your package to your nearest desired Point.
Do you ship to a P.O. Box?
Unfortunately, our courier is not able to deliver to: P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO).
I haven’t received my package yet – what do I do?
If you have received your Tracking Number, we urge you to directly contact your local postal Office; postal Office will have more accurate information on the status of the delivery.

If you have not received your Tracking Number, please contact us and we will look into this for you, immediately.
4. ORDER STATUS
How do I place an order?
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.
Was my order successful?
We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.

If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.
Why can’t I see my order in my account?
In order for an order to be registered to your account, you must have been logged in when creating the order.

It is not possible to link orders to a newly created account.

If you have any questions pertaining to your order, please feel free to contact us.
Why have I not received an order confirmation by e-mail?
If an order was submitted, verified, and processed successfully, you should have received an automated order confirmation via e-mail.

If you have not received an order confirmation sent via e-mail, we recommend you to contact us so we may investigate this for you. It is possible that your order was unsuccessful. Additionally, it could also be possible that the e-mail address submitted by you was incorrect.