FAQ

Where can I purchase Ivy and Envy?

We are an online-only retailer selling exclusively through ivyandenvy.com.

What is vegan leather and how does it wear?

Our vegan leather is made with polyurethane, which is better for the environment than other substances like PVC. Polyurethane uses fewer solvents and chemicals in processing compared to PVC or leather. Furthermore, PVC leaches toxins into the environment and does not biodegrade.

We use a high quality vegan leather that wears well. Many customers report back that their bags remain in good condition after extended use.

We recommend TriNova Faux Leather Cleaner to keep your bag looking new.

What payment methods do you accept?

We accept most major credit cards as well as PayPal through secure processing.

Do you ship to my country?

Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know.

What currency do you charge?

All prices on the site are listed in USD.

When will my order arrive?

Shipping time varies per item based on our manufacturing schedule and which partner location the item is shipped from. Typically shipping takes 7-14 days and up to 20 business days for certain international locations.

Read more about why our shipping takes this long here.

You can track your package using your tracking number at this link.

What is the shipping price?

Standard shipping is free on all orders worldwide! Express postage starts at $14 USD and can be selected at checkout.

My item is lost in the mail, what do I do?

Though rare, mistakes do get made by couriers. Items that are lost during shipping can be replaced free of charge if sufficient evidence is provided.

If an item is lost due to an incorrect shipping address when the order is placed, a complementary replacement will not be offered and a new order will need to be placed.

Please email us immediately if you enter information incorrectly, so that we can update your order before it ships out!

How do I take care of my items?

Care instructions are located in the bio of each product where necessary.

What if the item I received is damaged or faulty?

We will happily replace a damaged item or re-ship you an item if you received something incorrectly upon arrival. Please note that each piece is uniquely crafted and online images may differ slightly from the physical product due to differences in monitors and digital processing.

How can I track my order?

After your order is shipped, you will receive an email with your tracking number.

If this doesn't arrive within 7 days, send us an email or Facebook Message with your Name and Order #.

What is your return policy?

We are proud to offer returns and exchanges on all regular priced items within 30 days of receiving the product.

Sale and promotional items are not eligible for returns, unless faulty or defective.

Please see our Returns page for more information.

What if I receive the wrong item?

Because we process many orders through a single system, there are rare cases in which orders cross over and wrong items are shipped.

In the rare case that you receive an incorrect item, please get in touch with photo evidence of what you received and we will send you the correct item at no additional cost, along with a return label for the incorrect item.

Do you offer refunds?

Refunds may be issues in the case of a defective or faulty item, or when an adequate return is processed.

What if I receive a damaged item? What if it breaks after use?

We will happily replace a damaged or faulty item free of charge once sufficient evidence has been acquired. Please reach out to our team as soon as you notice anything wrong with your new purchase.

We are proud to offer 30-day buyer protection on all of our orders. This means that you have 30-days to use your new item and put it to the test. If it breaks or comes apart in any way, reach out with photo or video evidence and we will process a free replacement of the item.

How can I contact you?

The best ways to reach our team are via Facebook Messenger - you can find the chat box right on our website - or through email: info@ivyandenvy.com

Our team is live to help you out M-F 9am-4pm PST.

 

THANKS FOR YOUR UNDERSTANDING AND SUPPORT <3