SHIPPING
It is important that you take into account the following conditions.
1.- All orders placed before 1:00 p.m. leave our facilities that same day.
If, for example, you place an order at 5:00 p.m., it will be shipped the next day.
Every time your order changes status you will receive an alert in your email. Additionally, when it is shipped you will have your tracking number so you can know where it is and when it will be delivered.
2.- Depending on the total amount of your order and the area in which you are located, the shipping costs will be those summarized in the following table.
| DESTINATION | 0 TO €30 | +30€ | +60€ | +90€ |
|---|---|---|---|---|
| PENINSULA | €3.99 | FREE | ||
| BALEARICS | €5.5 | €5.5 | FREE | |
| CANARY ISLANDS, CEUTA AND MELILLA | €8.67 | €8.67 | FREE | |
| ANDORRA | €3.30 | FREE | ||
| UNITED KINGDOM AND SWITZERLAND | €11.90 | €11.90 | €11.90 | FREE |
| REST OF EUROPE* | €9.90 | €9.90 | €9.90 | FREE |
| CHILI | €24 | €24 | €24 | €24 |
* Germany, Austria, Belgium, Croatia, Denmark, France, Ireland, Italy, Luxembourg, Netherlands, Portugal, Czech Republic and Sweden (for other countries contact )
INTERNATIONAL DELIVERIES
If your order is destined for a country outside the European Union (Switzerland or the United Kingdom), shipping may be subject to duties, taxes or other charges due to local and/or customs laws. We will send your package through the DAP (Delivered at Place) incoterm, which means that IVB will be in charge of delivering it, but will not bear any possible customs costs or local taxes.
The person to whom the order is addressed will be responsible for all customs costs associated with the importation of the products (even if they reject the order). Please, if you are sending products to someone residing outside the European Union, make sure they know all this.
It is also possible that, for customs reasons, the order may be delayed.
RETURNS
Our warehouse has a security system that monitors the preparation of each and every order. With this we can check, in the event of an incident, which product has not been sent to you or which has been sent to you incorrectly. In addition to being an improvement tool, it allows you to control possible fraud by clients.
In case of error in shipments, following the advice of the authorities due to the current situation caused by the pandemic, the customer will choose the option that best suits them:
1.- A credit of the amount of the product to the same account in which you placed your order, applying discounts if this has been done.
2.- A replacement of the item in the next shipment along with a detail of the incident. When you place the new order, you must inform us of the previous incident through the communication channels we have available.
3.- In the event that the incorrect product(s) sent exceeds 10 euros, a return shipment will be made.
4.- Open or unsealed products, regardless of whether they have been consumed or not, will not have the right to return.
If you want to return a product/s, keep in mind:
If the product you want to return has been purchased through a promotional campaign, you must return all the items involved. All items must be intact, unsealed, and in perfect condition.
We will not accept returns of products that have already been opened, damaged (regardless of whether they have been poorly protected by the customer or due to bad practices by the carrier) or without their original packaging.
REFUNDS
Refunds will be made following the points in the previous section, never exceeding 15 days from receipt of the merchandise in our warehouses.
The refund will be made using the same payment method you used: on the same card (also valid for REDSYS payments) or Paypal account. If you did it by bank transfer, you will be asked for an account number to make the compensation.
If you prefer, you can choose to redeem the amount into a discount coupon for your next purchase.
REFUSAL OF ORDERS
Rejecting the order at the time of delivery or the impossibility of arranging collection for reasons not attributable to IVB WELLNESS or the courier service, will imply the loss of the costs inherent to the purchase, namely: shipping costs (and the same costs of return) and cost of transport packaging and cost of possible breakages in transport.
The carrier will make two delivery attempts at the address indicated as “Delivery address”. In the event that it cannot be delivered, the order will be parked for 15 days at the nearest 'Delivery Address' office, indicated in the tracking of the notifications you receive from us and/or from our logistics partners by email and/or by SMS. If after that time the order is not withdrawn, it will be returned to our facilities acting according to the clauses stipulated in the previous paragraph.