Zerina | Women's Fleece-Lined Hooded Trench Coat

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.

10. Contact information

If you have any questions about your delivery, please contact us:

IVY AND STONE LTD
Email: hello@stoneandivy.co.uk
Phone: +44 7911 223709
Customer service hours: Monday to Friday, 9:00–17:00

Choose from the sizes listed above. For exact product measurements, contact our team before ordering.

1. Overview

At Stone & Ivy, we want our customers to shop with confidence. This returns and refund policy explains clearly and transparently how returns, cancellations and refunds are handled. This policy applies to all orders delivered in the United Kingdom and complies with applicable consumer protection rules.

2. Right of return (30-day returns)

You have the right to cancel your order within 30 days of receiving the goods, without giving any reason.

To be able to return an item:

• The item must be unused, unworn and undamaged.
• It must be returned in its original packaging or in reasonably good condition.
• Your return request must be submitted within 30 days of delivery.
• Once your return has been approved, you must send the item back within 30 days.

3. Items that cannot be returned

The following items cannot be returned:

• Items that have been used, worn or damaged after delivery
• Custom-made or personalised items
• Gift wrapping or additional service fees

These exclusions do not affect your rights if the item is faulty or not as described.

4. Damaged, faulty or incorrect items

If you receive a damaged, faulty or incorrect item, you are entitled to an exchange or a full refund at no extra cost.

Please contact us as soon as possible and include:

• Clear photos or a short video of the problem
• Your order number
• A short description of the problem

In these cases, return shipping is free and we will send you a prepaid return label.

5. Return shipping

The cost of return shipping depends on the reason for the return:

• Damaged, faulty or incorrect items: return shipping is free. You will receive a prepaid return label.
• Returns for personal reasons: if the item is in good condition but you no longer wish to keep it, you pay the return shipping yourself.

6. How to return an item

To request a return, contact us using the details on our contact page. Email our support team and get your return approved before sending anything back.

Once your return has been approved:

1. We will send you a return label or return instructions.
2. Download and print the return label.
3. Pack the item securely in its original packaging.
4. Attach the return label to the parcel.
5. Send the parcel to the return address we give you, by post or courier.

7. Refunds

Once the returned item has been received and inspected:

• Refunds are processed within 10 days.
• Refunds are paid to your original payment method.
• Processing times at banks or payment providers may vary.

Contact information

Trade name: Stone & Ivy
Company name: IVY AND STONE LTD
Company number: 12487648
Email: hello@stoneandivy.co.uk
Phone: +44 7911 223709
Address: 1st And 2nd Floor, 2 West Street, Ware, Hertfordshire, England, SG12 9EE, United Kingdom