Shipping policy

At Stone & Ivy, we focus on fast, transparent and reliable delivery. This policy describes our processing times, delivery times, shipping costs and order procedures.

1. Processing time and order cut-off

Processing time: 1–2 working days (Monday to Friday)
Order cut-off: 17:00 (UK time)

Orders received after 17:00, at weekends or on public holidays are processed on the next working day.

2. Delivery time

Transit time: 6–8 working days (Monday to Friday)
Expected total delivery time: 7–10 working days

3. Where we deliver

We currently deliver to the United Kingdom only. If we cannot deliver to your address, your order will be cancelled and refunded in full.

4. Shipping costs

Free shipping on all orders across the United Kingdom.

5. Tracking and order confirmation

You will receive a shipping confirmation email with your tracking number. It can take 24–48 hours for the tracking information to appear. You can follow your parcel using the link in the email or on our Track your order page.

6. Customs, fees and VAT

Any charges collected by Stone & Ivy are shown at checkout. If the carrier charges import duties or handling fees that were not collected at checkout, these are paid by the recipient. Free shipping does not cover such fees.

7. Changing and cancelling orders

You can change your order or delivery address within 12 hours of ordering.
Orders can be cancelled until 19:00 (UK time) on the day the order was placed.

If your order has already been dispatched, we cannot guarantee a cancellation. In that case, you can refuse the parcel. Your refund will be issued once the item has been returned.

Customer service response time: within 24 hours on working days.

8. Returns and exchanges

Returns are possible within 30 days of delivery (unused items).
Damaged, faulty or incorrect items: free return shipping with a prepaid return label, plus an exchange or a full refund.
Returns for personal reasons: the customer pays the return shipping.

Always get your return approved first at hello@stoneandivy.co.uk. See our Returns & Refunds policy for full details. Your statutory right to cancel still applies.

9. Undeliverable parcels or incorrect addresses

You are responsible for providing correct and complete delivery details. If an order is returned to us because of an incorrect address, we will contact you to arrange a new delivery. Additional shipping costs may apply for reshipment. We will never treat you unfairly and we will not refuse a refund because of an incorrect address.