HELP & FAQ
Getting Started
How do I create a trade account?
Click “Register” in the top navigation. Fill in your company details and submit your application. We review new applications within 1–2 business days and will email you once your account is approved.
Is this website open to individual buyers?
No. IVY-ANA&CO is a B2B supplier. Our website is open only to registered businesses — restaurants, cafes, bakeries, catering companies, retailers, and institutions.
I forgot my password. What do I do?
Click “Login” then “Forgot Password”. Enter your registered email and we’ll send you a reset link. Check your spam folder if you don’t receive it within a few minutes.
Placing Orders
How do I place an order?
Browse the catalogue, add items to your cart, and proceed to checkout. You must be logged in to complete a purchase. You’ll receive an order confirmation email once your order is placed.
Are there minimum order quantities?
MOQ requirements vary by product and are shown on each product page. Many standard items have no minimum. Contact us if you need smaller quantities than listed.
Can I order custom or branded packaging?
Yes. We offer custom branding on selected products. Custom orders require a minimum quantity and 4–6 weeks lead time. Email info@ivy-ana.uk with your requirements for a quote.
How do I request a quote for a large order?
Use the “Request a Quote” form on the product page or Contact page. Our team will respond within 1–2 business days.
Can I save products for repeat orders?
Yes. Save items to your Favourites or Quick Order List for easy reordering.
Payment
What payment methods do you accept?
- Credit/Debit Card (Visa, Mastercard)
- UPI / Net Banking
- Bank Transfer (NEFT/RTGS) — details on invoice
- Net 30 Credit Terms — for approved accounts
Will I receive a GST invoice?
Yes. A tax invoice is automatically emailed after every order. You can also download invoices from “My Orders” in your account dashboard.
Delivery
What are the delivery charges?
Charges are calculated at checkout based on weight, volume, and delivery location. Orders above a certain value may qualify for free delivery — check the website for current thresholds.
How long does delivery take?
- Standard stock orders: 3–5 business days
- Bulk/pallet orders: 5–7 business days
- Custom/branded orders: 4–6 weeks from artwork approval
- Express delivery (where available): 1–2 business days
How do I track my order?
You’ll receive a tracking number by email once your order is dispatched. You can also check order status from “My Orders” in your account.
Returns & Damaged Goods
How do I report a damaged or incorrect delivery?
Email info@ivy-ana.uk within 48 hours of delivery. Include your order number, a description of the issue, and photographs. We’ll arrange a replacement or credit note.
Can I return products I no longer need?
We do not accept change-of-mind returns for B2B orders. Returns are only processed for damaged goods, quality defects, or incorrect items. See our Terms & Conditions for full details.
Products & Sustainability
Do you offer eco-friendly packaging?
Yes. We carry kraft paper bags, compostable containers, biodegradable cutlery, and recyclable cups. Look for the “Eco” badge on product pages or browse the Sustainable Packaging category.
Are your products food-safe?
All food-contact products comply with applicable food safety standards. Certifications are available on request — contact us with the product code.
Do you provide samples?
Samples are available for selected products. Contact our sales team with your requirements.
Account Management
How do I update my company details or delivery address?
Log in and go to “Account Settings” or “Address Book” to make changes.
Can I save multiple delivery addresses?
Yes. Go to “Address Book” in your account and add as many delivery locations as needed. Select the relevant address at checkout for each order.
Can multiple team members use the same account?
Yes. Contact our support team to set up additional user logins under your company account.