Shipping & Returns

SHIPPING

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

1.- All orders placed before 1:00 PM leave our facilities that same day, provided they are placed on business days, Monday through Friday, excluding weekends and holidays.

If, for example, you place an order at 5:00 PM, it will be shipped the next business day.

Each time your order changes status, you will receive an alert in your email. Additionally, when it is dispatched, you will have your tracking number so you can know where it is and when it will be delivered.

• For shipments within the EU, the delivery time is 4 to 8 business days.
• For shipments to the Balearic Islands,   2 to 5 business days.
• For shipments to the Canary Islands, 6 to 10 business days, depending on customs processing.

2.- Depending on the total amount of your order and your location, shipping costs are summarized in the following table.

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

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 fees, taxes, or other charges due to local and/or customs laws. We will send your package via the DAP (Delivered at Place) incoterm, which means that IVB will be responsible for delivering it, but will not assume any potential customs expenses or local taxes.

The person to whom the order is addressed will be responsible for all customs costs associated with the import of the products (even if they reject the order). Please, if you are shipping to someone residing outside the European Union, ensure they are aware of all this.

Likewise, it is possible that, for customs reasons, the order may suffer some delay.

RETURNS

Our warehouse has a security system that monitors the preparation of each and every order. With this, we can verify, in the event of an incident, which product was not sent to you or which was sent to you incorrectly. In addition to being an improvement tool, it allows for the control of potential fraud by customers.

The customer will be responsible for the return shipping costs, unless the return is a consequence of an error by IVB WELLNESS LAB in shipping the incorrect or defective product.

In case of shipping errors, 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 refund of the product amount to the same account used for the order, applying discounts if that was the case.

2.-   A replacement of the item in the next shipment along with a small gift for the inconvenience.   When you place the new order, you must inform us of the previous incident through our available communication channels.

3.- In the event that the incorrect product(s) sent exceed 10 euros, a shipment with a return will be processed.

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), keep in mind:

If the product you want to return was purchased through a promotional campaign, the amount refunded will be the price the product had during the promotion, not its original price.   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 it was due to poor protection by the customer or 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 the receipt of the merchandise at 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 paid via bank transfer, you will be asked for an account number to process the compensation.

If you prefer, you can choose to exchange the amount for a discount coupon for your next purchase.

ORDER REFUSAL

Refusing the order at the time of delivery or the inability to arrange 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 return costs)   and the cost of transport packaging and the cost of potential breakage during transport.

The carrier will make two delivery attempts to the address indicated as the “Delivery address.” In the event that it cannot be delivered, the order will be held for 15 days at the nearest ‘Delivery address’ office, indicated in the tracking notifications you receive from us and/or our logistics partners via email and/or SMS. If the order is not picked up after that time, it will be returned to our facilities, acting according to the clauses stipulated in the previous paragraph.