SHIPPING

It is important that you take into account the following conditions.

1.- All orders placed before 1:00 p.m. leave our facilities on the 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. In addition, 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.

* Germany, Austria, Belgium, Croatia, Denmark, France, Ireland, Italy, Luxembourg, Netherlands, Portugal, Czech Republic and Sweden (for other countries contact )

INTERNATIONAL SHIPPING

If your order is addressed to a country outside the European Union (Switzerland or the United Kingdom), the shipment 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 responsible for delivering it, but will not assume any possible customs charges 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 refuse the order). Please, if you are sending products to someone residing outside of the European Union, make sure they are aware of 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. This allows us to 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 a tool for improvement, it allows us to control possible fraud by customers.

In the event of a shipping error, 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 into the same account in which you placed your order, applying any discounts if applicable.

2.- A replacement of the item in the next shipment together with details of the incident. When you place the new order, you must inform us of the previous incident through the communication channels available to us.

3.- If the incorrect product(s) sent exceed 10 euros, a return shipment will be made.

4.- Opened or unsealed products, regardless of whether they have been consumed or not, will not be eligible for return.

If you wish to return a product/s, please note:

If the product you wish to return was purchased through a promotional campaign, you must return all the items involved. All items must be intact, unopened, and in perfect condition.

We will not accept returns of products that have been opened, damaged (regardless of whether they have been poorly protected by the customer or due to poor practices by the carrier) or without their original packaging.

REFUNDS

Refunds will be processed 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: to the same card (also valid for REDSYS payments) or Paypal account. If you made the refund 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 for a discount coupon for your next purchase.

REFUSAL OF ORDERS

Refusal of the order upon delivery or the impossibility of arranging collection for reasons not attributable to IVB WELLNESS or the courier service will entail the loss of the costs inherent to the purchase, namely: shipping costs (and the same return costs) and cost of transport packaging and cost of possible breakages in transport.

The carrier will make two attempts to deliver the order to the address indicated as the “Delivery Address”. If it cannot be delivered, the order will be held for 15 days at the nearest “Delivery Address” office, indicated in the notification tracking that you receive from us and/or from our logistics partners by email and/or SMS. If the order is not collected after this time, it will be returned to our facilities acting in accordance with the clauses stipulated in the previous paragraph.