Frequently Asked Questions
Orders & Changes
Is it possible to cancel my order?
Yes — as long as it hasn't been dispatched yet. After dispatch, an order can no longer be cancelled; instead, simply use our standard return process once it arrives.
I made a mistake in my order. Can I change it?
Order changes are possible only before the parcel ships. Write to us at info@arthurandivy.com as quickly as you can and we'll do our best to update it. Once the order is on its way, it can no longer be modified.
Can I exchange an item for a different one?
Of course. Whether you need another size, colour, or a different product entirely, our support team will arrange the exchange for you. The original item has to reach us before the replacement is sent out.
Delivery
When will my order arrive?
Processing normally takes 1–2 business days, and transit a further 3–7 business days, depending on where you are. Altogether, expect delivery within 4–9 business days.
Everything else you need to know is on our Shipping Policy page.
Is shipping really free?
It is. Standard shipping is free on every UK order — no minimum spend, no conditions.
Do you deliver outside the United Kingdom?
Not at the moment — Jack & Ivy currently delivers within the UK only.
How do I track my parcel?
Easy: the moment your order is dispatched, we email you a tracking number together with a link, so you can watch the parcel travel from our warehouse to your door.
Returns & Money Back
How do returns work?
You have 30 days from delivery to return an item, as long as it is:
- unworn and unused;
- in its original condition;
- sent back in the original packaging.
The complete rules are set out in our Refund Policy.
My item arrived damaged or isn't what I ordered. What now?
Send an email to info@arthurandivy.com containing:
- your order number, and
- clear photos of both the item and its packaging.
After reviewing the case we'll arrange a replacement, store credit, or refund — and in these situations the shipping costs are covered by us.
How soon do I get my refund?
Refunds are issued within 7 business days of your return being received and approved. Keep in mind that banks and payment providers sometimes need a little extra time to credit your account.
Is there a restocking fee?
No — returns are never subject to restocking fees.
Paying Safely
Which payment methods can I use?
We take all major credit and debit cards, plus secure digital wallets including Apple Pay, Google Pay, and Shop Pay, as well as PayPal. The full list of available options appears at checkout.
How safe are my payment details?
Very. Every transaction is secured with SSL encryption and meets PCI DSS security standards — and your complete card details never touch our servers.
Sizing & Stock
I'm not sure which size to pick. Any help?
Every product page carries a detailed size guide to point you to the right fit. Still undecided? Our support team is happy to advise.
The item I want is sold out. What can I do?
Sold-out items are clearly labelled on the site. On the product page you can sign up for a restock notification and we'll email you the moment it's back.
Anything Else?
Couldn't find your answer here? We're glad to help directly.
Email: info@arthurandivy.com Support Hours: Monday – Friday, 9:00 a.m. – 5:00 p.m. (GMT)
We aim to respond within 24 hours.
- Choosing a selection results in a full page refresh.