kleine banner 5-11 4

EXCHANGE & RETURNS

  • Can I return my products?

    IBANA items can be returned within 30 days after delivery. When you want to exchange your order we ask you to contact our customer service and inform us which articles you wish to return and receive. You can contact the customer service by email webshop@ibana.nl or by phone +31 (0)20 240 42 28. We will reserve the article you wish to receive.

    Note: You can only exchange an item for the same item in a different size or item with the same price. If this is not the case, we advise you to place a new order.

    Please follow the next steps when you want to exchange:

    1. Contact the IBANA customer service and inform us which articles you wish to return and receive.
    2. You will receive a confirmation email with the exchange instructions.
    3. Send us the package.
    4. When we have received the package we will send the new items. We will inform you about this.

    If you return multiple items, we advise you to do this in one return.

  • Is it possible to return a sales item?

    If purchases do not meet expectations, they may always be returned.

    Please note that it must be returned within 30 days. 

  • How long do I have to return my items?

    Items can be returned within 30 days after delivery. Attached to your order we have added a return form that explains everything. Do you wish to return an item, please make sure the packaging and the article(s) are properly taken care of.

  • Is it possible to return an item through a store or vice versa?

    Items ordered through the IBANA webshop can only be returned via the postal address stated on the return form. It can therefore not be returned at our shop.

  • What's the duration of a return process?

    The official process time of a return at IBANA is 14 days. These 14 days start from the day the package is returned or picked up. For faster handling of your return, it is important that you complete the enclosed return form with at least your name and order number (example order number: #12345).

  • Will costs be charged for returning an product?

    Returns are at the buyer’s expense. IBANA uses the service of Returnista. The costs are €5.95. You can also choose to return it through another parcel shop.

  • How does Returnista work?

    Returnista is a service which pick up your order. Follow the steps to return your items correctly with Returnista.

    1. Put the items you want to return together with the packing slip back in the box. If you do not add a return form, the processing of your return may be delayed.
    2. Go to the website.
    3. Make an appointment.
    4. The pickup service will take a label for you.

    With Returnista you can also make a retourlabel yourself and take the package to a parcel of UPS or DHL point.

    1. Put the items you want to return together with the packing slip back in the box. If you do not add a return form, the processing of your return may be delayed.
    2. Go to the website.
    3. Fill it in.
    4. Print the label.
    5. Go to the parcel.
  • I have selected payment through Klarna. Do I have to pay my invoice in the event of a return shipment?

    No, that is not necessary. A Klarna invoice will be automatically settled with the return shipment. When the entire order is returned, the invoice will automatically be adjusted to €0,-. If only a part of the order has been returned, Klarna will send an adjusted invoice through email.

  • I get a reminder from Klarna, but I returned my order. What to do?

    It is possible that your return shipment has not yet been fully processed within Klarna’s payment term. In this case, you can postpone the payment term on Klarna’s website by ten working days.

    When you have returned the package, it takes up to 14 business days before we have received and processed your return. Once your return has been processed by us, you will receive a customized Klarna invoice within 24 hours.