Shipping Policy

Last updated: 16 October 2026

Thank you for shopping with Ivolantrix. We want your order to reach you quickly, safely and in perfect condition. This Shipping Policy explains how we process, pack and deliver your order, what to expect along the way, and what to do if something doesn't go to plan.

If you have any questions that aren't answered here, please email us at info@ivolantrix.com and our team will be happy to help.

1. Who We Are

ivolantrix.com is operated by NA LONDON LTD, trading as Ivolantrix, a private limited company registered in England and Wales.

Company number: 15936305 Registered office: Flat 8, 14 Highland Road, Bromley, BR1 4AD, United Kingdom Email: info@ivolantrix.com

2. Delivery Areas

We currently deliver to addresses within the United Kingdom only. This includes England, Scotland, Wales and Northern Ireland.

Please note that deliveries to some remote areas, such as the Scottish Highlands and Islands, the Isle of Man, the Isles of Scilly and the Channel Islands, may take longer than our standard delivery times. In some cases, we may not be able to deliver to certain remote locations. If this applies to your order, we will contact you before dispatch.

At the moment, we do not ship internationally. We are working to expand our delivery options and will update this page if that changes.

We are unable to deliver to PO Boxes or BFPO addresses. Please provide a full residential or business address where someone can receive the parcel.

3. Order Processing Time

All orders are processed within 1 to 3 business days of being placed. Business days are Monday to Friday, excluding UK bank holidays.

Orders placed on a Saturday, Sunday or bank holiday will begin processing on the next business day.

During busy periods, such as sale events, new collection launches, Black Friday and the Christmas season, processing may take slightly longer. We will always do our best to dispatch your order as quickly as possible, and any expected delays will be shown on our website where possible.

Processing time is separate from delivery time. Your order is processed first, then handed to our delivery partner.

4. Delivery Times

Once your order has been dispatched, it usually arrives within 3 to 7 business days.

This means the total time from placing your order to receiving it is typically between 4 and 10 business days.

Delivery times are estimates provided by our delivery partners and are not guaranteed. Delays can sometimes happen because of factors outside our control, including:

High parcel volumes during peak seasons
Severe weather conditions
Strikes or industrial action affecting couriers or Royal Mail
Delivery to remote or hard-to-reach areas
Incorrect or incomplete delivery addresses
Unexpected operational issues with our delivery partners

If your order is taking longer than expected, please see Section 11 below or contact us at info@ivolantrix.com.

5. Shipping Costs

Shipping costs are calculated at checkout based on your order and delivery address. You will always see the full delivery cost before you pay, so there are no surprises.

From time to time, we may offer free shipping on orders over a certain value or as part of a promotion. Any free shipping offer will be clearly shown on our website or at checkout, along with any conditions that apply.

All prices on our website, including shipping costs, are shown in pounds sterling (£).

6. Order Confirmation

As soon as you place your order, you will receive an order confirmation email with your order number and a summary of the items you've bought.

If you don't receive this email within a few hours, please check your spam or junk folder. If it still hasn't arrived, contact us at info@ivolantrix.com and we'll confirm your order details.

Please keep your order number safe, as you'll need it for any questions about your delivery, returns or refunds.

7. Dispatch Confirmation and Tracking

When your order leaves us, you will receive a dispatch confirmation email. Where available, this email will include a tracking number and a link so you can follow your parcel's journey.

Tracking information can take up to 24 to 48 hours to update after dispatch, so please don't worry if your tracking doesn't show any movement straight away.

If your tracking hasn't updated for more than 5 business days, please get in touch and we'll look into it with the courier.

8. Packaging

We pack every order with care to make sure your clothing arrives in excellent condition. Items are carefully folded and packed in secure packaging designed to protect them during transit.

Where possible, we try to reduce unnecessary packaging and use recyclable materials.

If you order several items, they will usually be sent together in one parcel. Occasionally, items may be sent in separate parcels, for example if they are dispatched from different locations or if some items are temporarily delayed. If this happens, you will not be charged any extra shipping, and you will receive tracking details for each parcel where available.

9. Delivery Address

Please double-check your delivery address carefully before completing your order, including your house or flat number, street name, town and postcode.

We are not responsible for delays, lost parcels or failed deliveries caused by an incorrect or incomplete address entered at checkout.

If you notice a mistake in your address, please contact us at info@ivolantrix.com as soon as possible. We will do our best to update it, but we can only change the address before your order has been dispatched. Once a parcel has left us, we are unable to redirect it.

If a parcel is returned to us because of an incorrect address, we will contact you to arrange redelivery. Additional shipping costs may apply.

10. Receiving Your Parcel

Most parcels will be delivered to your door. If a signature is required and nobody is available, or if the parcel cannot be left safely, the courier will usually:

Leave the parcel in a safe place or with a neighbour, where permitted
Leave a card or send a notification with instructions for redelivery or collection
Take the parcel to a local collection point or depot

Please follow the courier's instructions to arrange redelivery or collection. Parcels that are not collected within the courier's holding period are usually returned to us. If this happens, we will contact you. You may choose to have the order resent, in which case additional shipping costs may apply, or to receive a refund for the items, minus the original delivery cost.

Once tracking shows a parcel as delivered to your address, safe place or nominated neighbour, responsibility for the parcel passes to you.

11. Delayed Orders

If your order hasn't arrived within the expected delivery time, please:

Check your tracking information for the latest update
Check with neighbours, building reception or any safe place you may have chosen
Look out for a delivery card or notification from the courier

If you still can't find your parcel, contact us at info@ivolantrix.com with your order number. We will investigate with our delivery partner and keep you updated.

12. Lost Parcels

If your order has not arrived within 10 business days of dispatch and tracking does not show it as delivered, please contact us at info@ivolantrix.com with your order number.

We will open an investigation with the courier. Couriers usually need a few business days to complete their investigation. If the parcel is confirmed as lost, we will send you a replacement at no extra cost or issue a full refund, whichever you prefer.

If tracking shows your parcel as delivered but you haven't received it, please let us know within 7 days of the delivery date. We may ask you to confirm some details to help the courier with their investigation.

13. Damaged Parcels

We take great care when packing your order, but sometimes parcels can be damaged in transit.

If your parcel arrives visibly damaged, please take photos of the packaging and the items before opening or as soon as possible. Contact us at info@ivolantrix.com within 7 days of delivery with your order number and the photos.

If any items are damaged, we will arrange a replacement or a full refund, including delivery costs. This does not affect your statutory rights under the Consumer Rights Act 2015.

14. Missing or Incorrect Items

If an item is missing from your order or you've received the wrong item, please check whether your order may have been sent in more than one parcel. Your dispatch email will confirm this.

If an item is still missing, or if you've received something you didn't order, please contact us at info@ivolantrix.com within 7 days of delivery with your order number and, where relevant, a photo of the item you received. We will put it right as quickly as possible at no extra cost to you.

15. Cancelling or Changing an Order

If you'd like to cancel or change your order, please contact us at info@ivolantrix.com as soon as possible.

We can usually make changes or cancel an order if it hasn't yet been dispatched. Once your order has been dispatched, we are unable to cancel or change it, but you can still return the items in line with our Refund Policy.

16. Pre-Orders and Out-of-Stock Items

If any item in your order becomes unavailable after you've placed your order, we will contact you as soon as possible. You can choose to wait for the item to come back in stock, if it is expected, or to receive a full refund for that item.

If we offer pre-order items, the expected dispatch date will be clearly shown on the product page. Orders containing both in-stock and pre-order items may be sent separately or together once all items are available, as explained at checkout.

17. Peak Seasons and Holidays

During peak times, such as Black Friday, Christmas and major sales, order volumes are higher than usual and delivery partners are busier.

To make sure your order arrives in time for a special occasion, we recommend ordering as early as possible. Where we can, we will publish last order dates for Christmas delivery on our website. These dates are a guide and cannot be guaranteed.

18. Returns

If you'd like to return an item, please see our Refund Policy for full details on how to return items, the conditions that apply and how refunds are processed.

19. Changes to This Policy

We may update this Shipping Policy from time to time, for example to reflect changes to our delivery partners, delivery areas or shipping costs. The latest version will always be available on this page, with the date it was last updated. The policy in place when you placed your order will apply to that order.

20. Contact Us

If you have any questions about shipping or your delivery, please get in touch. We're always happy to help.

NA LONDON LTD, trading as Ivolantrix Flat 8, 14 Highland Road, Bromley, BR1 4AD, United Kingdom Email: info@ivolantrix.com