Help & Customer Service

Ease & Ivy is a small, Australian-run online store and we answer every message ourselves. If anything isn't right, we'll make it right. Ease & Ivy is a trading name of Mitchell Parker, ABN 74 423 469 200.

Contact us

Please include your order number (it starts with #) so we can help faster.

Orders and tracking

  • Orders are prepared and dispatched within 1–3 business days.
  • Most orders arrive within 7–15 business days of dispatch with standard shipping, or 5–9 with express. Remote and regional areas can take a little longer.
  • When your order ships we email you a tracking link. You can also see your order any time under My account.
  • If your order hasn't arrived within 20 business days, email us with your order number and we'll sort it out.

Shipping

  • Standard tracked shipping A$12.95 (7–15 business days) or express A$18.95 (5–9 business days), Australia-wide.
  • Spend A$100 or more (after discounts): standard shipping is free, or upgrade to express for A$8.95.
  • Orders ship by tracked post from our suppliers' overseas warehouses, mainly in China. The times above include that international transit.
  • We also ship to New Zealand (8–16 business days after dispatch), the United States (10–20) and Canada (12–22). Prices and shipping show in your local currency.
  • Items in one order may arrive in separate parcels.

Full details: Shipping policy.

Changing or cancelling an order

Email us as soon as possible. If your order hasn't been dispatched yet, we can change the size or colour, update the address, or cancel it for a full refund.

Returns and exchanges

  • 30-day returns. Change your mind? Return unworn, unwashed items with their tags and packaging within 30 days of delivery for a refund or exchange.
  • Email hello@easeandivy.com with your order number and the items you'd like to return. We reply within 1–2 business days with the return address and instructions.
  • Return postage for change-of-mind returns is paid by you.
  • Once your return arrives and is checked, we refund your original payment method within 5–7 business days.

Full details: Returns and refunds policy.

Faulty, damaged or wrong items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If something arrives faulty, damaged or isn't what you ordered, email us a photo and we'll offer a repair, replacement or refund, and cover the postage. This applies regardless of the 30-day change-of-mind window.

Sizing help

Check our Size Guide, or email us your usual size and the item you're looking at and we'll help you choose. If it doesn't fit, you can exchange it within 30 days.

Payments

  • We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal.
  • Afterpay: pay in 4 interest-free instalments. It shows at checkout when it's available for your order.
  • Prices show in Australian dollars (AUD) in Australia, and in local currency for New Zealand, the United States and Canada. The full cost, including shipping, is shown at checkout before you pay. Checkout is secured by Shopify.

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