FAQ'S & Returns
Returns and Refund Policy
Holly & Ivy do not offer refunds or returns for change of mind, online or in-store, so please choose products carefully.
Damaged and faulty goods will be replaced at Holly & Ivy’s expense, refunds will be processed if customer does not wish to have the items replaced. It is the customer responsibility to take a photo of damaged goods and not to dispose of the items as Holly and Ivy reserve the right to have the items returned to our Warehouse. We cannot process a refund or issue a replacement without an image provided.
All claims must be made within 5 days of receiving goods.
Please see our full Return and Refund policy for further clarification and information (insert hyperlink)
Damaged and faulty goods will be replaced at Holly & Ivy’s expense, refunds will be processed if customer does not wish to have the items replaced. It is the customer responsibility to take a photo of damaged goods and not to dispose of the items as Holly and Ivy reserve the right to have the items returned to our Warehouse. We cannot process a refund or issue a replacement without an image provided.
All claims must be made within 5 days of receiving goods.
Please see our full Return and Refund policy for further clarification and information (insert hyperlink)
FAQ
Q: Where are your products made?
A: Whilst all our products are Designed in Australia, most products are a manufactured overseas. These Countries include; Italy, France, China, India, Australia, Sweden and Denmark
Q: Is there anywhere we can physically see your products?
A: Not at the moment. We currently only have Pop-Up stores during the Christmas Period. Please keep an eye on our social media for updates (insert hyperlink)
Q: Where do your products ship from?
A: Orders are shipped from our Melbourne Warehouse.
Q: Do you ship to PO. Boxes?
A: No, at this stage we do not post to PO Boxes. If you only have a PO Box, please contact our office on (03) 9917 3171 or hello@hollyandivy.com.au
Q: How long will it take for me to receive my order?
A: Orders will leave our warehouse within 3-5 business days of your order. Delivery time once the order leaves our warehouse will depend on delivery location.
VIC, SA & NSW – 1-2 Business days
TAS, QLD, NT & WA – 2-5 Business days
Please see our shipping policy for more information (insert hyperlink)
Q: Where is my Order?
A: Once your order is placed, you will receive constant email updates as to the status of your order. Once your order has been sent, you will also receive a tracking number. If you have not received our order confirmation please get in touch via hello@hollyandivy.com.au
Q: I placed my order on your website and need to change my shipping address?
We cannot guarantee address changes will be possible after you have placed your order, but we will do our best to assist. Please contact our team by emailing your updated shipping address to hello@hollyandivy.com.au. Don’t forget to provide your online order number has reference.
Q: I’ve received my order but its broken or incorrect?
A: As soon as you receive your order, open up the box and check that everything is there and undamaged. If there’s a problem, let us know as soon as you can. Please take photos and email to hello@hollyandivy.com.au with your name and order number.
Our customer service team will be in touch with a solution.
Q: What happens if I change my mind? Can I return my products?
A: We do not offer refunds for change of mind at Holly and Ivy. Please see our Returns and change of mind Policy for more information (insert hyperlink)
Q: I purchased online, can I return or exchange my items at your pop-up store?
Unfortunately not. Please see our Returns and Exchange policy for further clarification. (insert hyperlink)
Q: my free Shipping code is not working?
A: please note: bulky orders cannot have free-shipping applied to them. Please contact our team if you have any further questions. - Can we please delete this?
Q: Is click and collect available for online orders?
A: Click and collect is available from our Warehouse, based in Keilor East, during peak periods. Please follow instructions at the online checkout. Click and collect is not available at our pop-up stores.
Q: What payment methods do you have online?
A: We accept ALL Credit cards, AfterPay and PayPal as methods of payment.
Q: Do your products come with Batteries?
A: Please note: Batteries are not included with all of our electrical products.
Q: Does Holly and Ivy offer Buy Now, Pay Later?
A: Yes, we do offer Afterpay & LayBuy via our online store. Please note we do not offer Buy Now, Pay Later options in our retail pop-up stores.
Q: Do you offer gift vouchers at Holly and Ivy?
Our gift vouchers are available for purchase and redemption through our online store. At this stage gift vouchers cannot be purchased or redeemed through our pop-up retail stores. (Insert hyperlink).
Please see our terms and conditions/gift voucher policy for more details.
Q: When are the Dolce and Gabanna Christmas Panettone available for purchase?
A: As soon as the Dolce and Gabbana Christmas Panettone are available for pre-order, we'll update you via our social media channels. Stay tuned by following us on social media for the latest updates. [Insert hyperlink to Instagram page]
Q: When will your ornament packages be available for purchase?
A: As soon as our curated, seasonal ornament packages are available for purchase, we'll update you via our social media channels. This is generally in October. Stay tuned by following us on social media for the latest updates. [Insert hyperlink to Instagram page]
Q: Will you be restocking your sold out ornament packages?
Depending on product availability, we will sometimes be able to re-stock sold our ornament
Packages. We will update you on re-stocks via our social media. [Insert hyperlink to Instagram page]
Q: Can you curate me a bespoke ornament package?
A: Certainly! For a custom ornament package, reach out to us at hello@hollyandivy.com.au. Please specify your tree size (or if you're purchasing one) and your preferred theme. We'll then tailor recommendations to bring your Christmas vision to life.
Q: I have a wholesale enquiry, who do I contact?
Please direct any wholesale queries to wholesale@hollyandivy.com.au