FAQ

Ordering & payment

What payment methods do you accept?
Credit and debit cards via Shopify Payments, plus Apple Pay and Google Pay at checkout. All payments are processed through PCI-compliant providers; we never store card details.

What currency are prices in?
Prices display in CZK by default; you can switch currency at checkout if your card is billed in EUR, USD, or GBP.

Do you charge VAT?
No. We operate as a Czech non-VAT trader (OSVČ neplátce DPH). Orders shipped outside the EU may incur customs duties paid to the destination country.

Shipping & delivery

Where do you ship?
Worldwide. Availability and rates are calculated at checkout based on the delivery address.

How long does delivery take?
Processing is 1–5 business days. Standard shipping delivers in 7–21 business days; express (where available) in 4–8 business days.

How do I track my order?
Once dispatched, you receive a tracking number by email. Allow 2–4 business days for the number to appear in the carrier’s system.

My order hasn’t arrived — what do I do?
If it’s been more than 30 business days since dispatch, email support@brookandivy.co. We investigate with the carrier and offer a replacement or full refund if confirmed lost.

Returns & refunds

Can I return an item?
EU customers have a 14-day right of withdrawal under consumer law. Because items ship from international warehouses, we usually issue refunds without requiring a physical return. Full conditions in our refund policy.

What if my item arrives damaged?
Email us at support@brookandivy.co with photos of the item and packaging within 30 days of delivery. We’ll refund or replace.

How long do refunds take?
Once approved, 5–10 business days back to the original payment method.

About the products

Are reviews genuine?
Yes. Reviews on product pages are imported from verified buyers of the same factory-original product, plus reviews left directly by Brook & Ivy customers via our review widget. Customer photos are shown unedited.

Where are products shipped from?
Primarily from partner warehouses in China and Europe. The exact origin depends on the product and the current inventory split; each listing states the expected delivery window.