Where do your products ship from? All orders are shipped from our warehouse in Melbourne, Australia.

Do you ship to PO Boxes? Due to the nature and size of our products, we are unable to ship to PO Boxes. Please ensure a physical delivery address is provided at checkout.

How long will it take for me to receive my order? Please allow up to 21 business days for your order to be processed and dispatched from our warehouse. This timeframe does not include delivery time. Once your order leaves our warehouse, estimated delivery times are:

VIC, SA & NSW- 2 to 3 business days

TAS, QLD, NT & WA - 3 to 7 business days

Delivery timeframes are estimates only and may vary due to carrier delays, weather events, or other circumstances outside our control. Please see our Shipping Policy for more information.

Where is my order? Once your order is placed you will receive email updates on its status. Once dispatched, you will receive a tracking number. If you have not received your order confirmation, please contact us at online@hollyandivy.com.au.

I need to change my shipping address after placing my order - what do I do? We cannot guarantee address changes will be possible once an order has been placed, but we will do our best to assist. Please contact us as soon as possible at online@hollyandivy.com.au or call (03) 9917 3171 during business hours (Monday to Friday, 10:00 AM to 4:00 PM), including your order number and updated address.

Do you ship internationally? We ship within Australia and to New Zealand outside of sale periods. During sale periods, we are only able to ship within Australia. If you are wishing to place an order from another country, please contact us at online@hollyandivy.com.au and we can investigate further.

Do you offer click and collect? Click and collect is currently unavailable.

What is your returns and refunds policy? We do not offer refunds for change of mind, either online or at our pop-up stores, so please choose carefully. On full-price items only, we may at our discretion issue a store credit, subject to conditions including timeframe, item condition, and proof of purchase. Store credits are not redeemable for cash. Please refer to our full Returns and Refunds Policy for complete details.

I purchased online - can I return or exchange at your pop-up store? No. Returns and exchanges must be made through the same channel as the original purchase. Online purchases must be returned via post. Please refer to our Returns and Refunds Policy for full details.

My order has arrived damaged or incorrect - what do I do? As soon as you receive your order, please open and inspect it. If there is a problem, please notify us within 5 business days of receiving your order by:

• Taking clear photos of the damaged or incorrect item and packaging
• Emailing online@hollyandivy.com.au with your name, order number, photos, and a description of the issue

Please do not dispose of damaged items or packaging, as we may request that they be returned to our warehouse. Our customer service team will be in touch with a resolution. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Please refer to our Returns and Refunds Policy for full details on your rights.

What payment methods do you accept online? We accept all major credit and debit cards and selected Buy Now Pay Later providers. Payment options are displayed at checkout.

Does Holly and Ivy offer Buy Now, Pay Later? Yes. We offer Afterpay and PayPal Pay in 4 through our online store. Please note that Buy Now, Pay Later options are not available at our pop-up stores. BNPL arrangements are governed by those providers' own terms and conditions. Please refer to your provider directly for queries about your payment plan.

Do you offer gift cards? Yes. Gift cards are available for purchase and redemption through our online store and retail stores. Gift cards cannot be purchased or redeemed at pop-up events or during sale events. Please refer to our Terms and Conditions for full gift card terms.

My free shipping code is not working - why? Free shipping codes cannot be applied to oversized or bulky orders. If you are having trouble with a discount code, please contact us at online@hollyandivy.com.au.

Where are your products made? All of our products are designed in Australia. Most are manufactured overseas, including in Italy, France, China, India, Sweden, and Denmark.

Do your products include batteries? Batteries are not included with electrical products unless otherwise stated on the product listing. Please check the individual product description for details.

Can you create a bespoke ornament package for me? Yes. For a custom ornament package, please contact us at online@hollyandivy.com.au with your tree size (or if you are purchasing one) and your preferred theme, and we will tailor recommendations to bring your vision to life. Please contact us for a quote regarding any applicable fees.

How do pre-orders work? When you place a pre-order, full payment is collected at the time of purchase to secure your item. Your order will be shipped once all items are in stock. Estimated arrival dates are subject to change due to supplier and shipping delays outside our control. Please refer to our Purchase Options Cancellation Policy for your cancellation rights in relation to pre-orders.

When will the Dolce and Gabbana Christmas Panettone be available? As soon as the Dolce and Gabbana Christmas Panettone are available for pre-order, we will announce this via our social media channels. Follow us to stay updated.

Is there anywhere I can see your products in person? We operate pop-up stores during the Christmas period. Please follow us on social media for updates on locations and dates.

When will your ornament packages be available? Our curated Christmas ornament packages are generally available from October or November each year. Follow us on social media for updates as soon as they are available.

Will you restock sold-out ornament packages? Depending on product availability, we will sometimes be able to restock sold-out ornament packages. We will announce restocks via our social media channels.

I have a wholesale enquiry - who do I contact? Please direct all wholesale enquiries to hello@hollyandivy.com.au.

Please let us know - our team is happy to help.

Email: online@hollyandivy.com.au

Phone: (03) 9917 3171 - Monday to Friday, 10:00 AM to 4:00 PM 

Contact form: Available on our Contact Us page