Customer satisfaction is of utmost importance to us at Ivy and Gwen. Not only should our products reach you in excellent condition our service throughout your entire shopping experience should be second to none. If for any reason you are dissatisfied with a product or any aspect of our operation, please notify us immediately and we will endeavor to resolve the issue as efficiently and effectively as possible.
SHIPPING & HANDLING
Due to Covid we are at times experiencing extended shipping times and at times delays to receiving our materials. All our materials are sourced here in Australia with our wholesalers all experiencing shortages and shipping delays which has an effect on us. Due to this, we have unfortunately had to extend our times for your order to be processed, shipped and for you to receive it. Items will be shipped via Australia Post/Sendle within 5 to 8 business days of payment being received, this allows us to custom make, carefully package and send out your order. Please allow 3- 6 days for delivery Australia wide and up to 10 days during peak periods. If you require your order urgently please contact us to arrange Express Post services. While we shall endeavor to deliver your product on time and in most instances quicker than the estimated time, there are instances which are out of our control were the estimated times could be exceeded.
Ivy and Gwen offers a flat shipping rate of $11.95 nationwide for all orders less than $150 and FREE shipping on orders over $150 Nationwide
Ivy and Gwen offers free pick up for clients who are located in the Gladstone area. We also offer a delivery service for the areas which we shall be attending a market at, please see our events page for upcoming markets.
We pride ourselves on the outstanding quality of our products and all are checked to ensure they are in perfect condition prior to shipping. They are packed securely and safely for transit to you, however, we are reliant on third-party services and their employees to deliver them. In the unlikely event that something is damaged in transit please email us within 48 hours from delivery. If the item/s are assessed as being faulty, broken or damaged in transit we will issue a refund for the damaged item/s. Please allow up to 7 days for processing.
If you wish to cancel an order please contact Ivy and Gwen immediately. Once payment for an order has been accepted, cancellation is at the discretion of Ivy and Gwen. Because we hand-pour our candles for each order, we apologize that once an order is in production it cannot be cancelled.
In the case cancellation is accepted, we also reserve the right to charge a cancellation fee to cover any costs for administration. We will refund the full amount in this instance, less any of the above incurred charges.
Please note we do not exchange or refund for change of mind or because the product was not what you expected.
The Ivy and Gwen online store accepts payments via the PayPal, Square, ZIPPAY or Afterpay secure checkout facility. Once you have selected your items and are ready to make payment please click on the 'checkout' button and you will be directed to the payment screen. We do not retain your personal payment information.