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ORDERING & DELIVERY

  • When will my order be shipped?

    IBANA shipments for Belgium and The Netherlands are handled by DPD. For more information about the package services of DPD you can visit the DPD website.

    After placing your order, you will receive an email with the track&trace details as soon as these are available. If you see anything out of the ordinary, please send an email to webshop@ibana.nl . We will inform you about the order status as quickly as possible.

    Once you have placed the order and it has been processed, IBANA will receive a confirmation. We will process your order after this confirmation. This often happens within 1-3 working days.

  • Do I have to pay for the shipping costs?

    All delivery costs can be found at the checkout. The costs differ per country.
    The Netherlands, Belgium and Germany don’t have shipping costs.

    Click on this link to overview all shipping information.

  • When can I expect my order?
      • We strive for the following delivery times:
        • The Netherlands: delivery within 1-3 working days by DPD.
        • Belgium: delivery within 1-3 working days by DPD.
        • Other European and world countries: shipping information.

    Please note: Due to the pressure during the sale period the delivery time may deviate from standard regulation.

    Please note: Due to the pressure during the sale period the delivery time may deviate from standard regulation.

  • Can I track the status of my order?

    IBANA uses DPD for shipments to Belgium and the Netherlands. For more information about DPD’s parcel service we refer you to the DPD website.

    You will receive the track&trace link as soon as it is available. In this way you can keep track of your shipment yourself. Do you see anything unusual? Call us at +31 (0)20 240 42 28 or contact us by email at webshop@ibana.nl . We will let you know the status of your order as soon as possible.

  • What do I have to do when my track & trace link does not work?

    Your package can be followed from the moment the driver has registered his route of the day. The code is (usually) operative after 12 hours after you have received it.

  • What do I have to do when my order is not delivered?

    Your package may have been delayed by the carrier. We therefore advise you to take a good look at the track and trace code first. This code indicates at what time the package will be delivered.

    If the track and trace code indicates something strange, please contact our customer service via webshop@ibana.nl or +31 (0)20 240 42 28.

  • How do I file a complaint?

    You can contact us by email. You can mail us your complaint to webshop@ibana.nl . You can also reach us by phone on +31 (0)20 240 42 28. After receiving your complaint we will inform you about our complaints procedure.