Frequently Asked Questions
It is always quicker to complete the short form below. If you prefer to talk to someone you can call IVG between the hours of 9am & 5pm Monday to Friday but due to high demand our reception team may need to take your details to arrange a call back. NOTE: we do not work on the weekends and public holidays
You should contact us using the contact us form below as soon as you have realised, however, please be aware that our warehouse is fast and If your order has been posted then we cannot change the postal destination, you would need to attempt to collect your parcel or wait for the items to be returned.
Yes, you should log in to your account or register here and then view my orders. If you cannot see your orders after creating an account, please send us a message using the contact form below along with your order ID, we will add the order/s to your account.
To claim for a missing or damaged item, please first get in touch with us, using the contact form below. We will reply asking for details of how your package arrived and ask for photo and video evidence, please know this isn’t because we don’t trust you, we simply review everything we can to improve our services such as the durability of our packaging.
As long as your order has not already been shipped, you can request to swap like-for-like products using the contact form below, as long as it does not affect any promotional offers, for example, one 60ml shortfill flavour can be replaced with another 60ml shortfill flavour as long as the flavour is advertised in the offer.
We aim to reply to everyone within 24-48 business hours, we are open Monday to Friday so we will be unable to reply to you over the weekend.M
If you have ordered an item in error, please contact using the contact form below, we will refund you within 5 business day if your order has not been shipped. If your order has been shipped, you will need to return the products for a full refund minus any postage costs, which will be processed within 5 business days.
Sometimes postal services get it wrong, we can track all of our parcels from start to finish we will be gathering information from the courier and that it will take time so we are able to help you find out when you can expect to receive the parcel, or why it has been delayed. To do this, get in touch using the form below.