Delivery & Shipping
When will my order be shipped?
Once you have placed the order and it has been processed by the payment method used, IBANA receives a confirmation. We will process your order after receiving this confirmation. This often happens within 1 to 3 business days. During sale periods, delivery times may be slightly longer due to high demand.
Do I have to pay shipping costs?
Shipping costs vary by country. The amount of your shipping costs is shown at checkout. Orders placed in the Netherlands, Belgium, and Germany are delivered free of charge. IBANA does charge shipping costs for all other European countries.
When can I expect my order?
We aim for the following number of delivery days;
- The Netherlands and Belgium: delivered by DPD within 1–3 business days.
- Different delivery times apply to all other European countries and the rest of the world. You can find them in the overview on the shipping costs and delivery times page.
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, please visit the DPD website. You will receive the track&trace link as soon as it becomes available, allowing you to monitor your shipment yourself. Do you see anything unusual? Email us with your question, and we will let you know the status of your order as soon as possible.
Why isn't my track & trace code working?
Your package can be tracked from the moment the driver scans it when collecting it from our warehouse. If no update has appeared yet, DPD may not have collected the package.
My package has not been delivered. What should I do now?
Your package may have been delayed by the carrier. We therefore recommend checking the track and trace code carefully first. It indicates when the package will be delivered. If the track and trace code shows something unusual, please feel free to contact our customer service at webshop@ibana.nl or +31(0)20 240 42 28.
How can I submit a complaint?
You can contact us by email. You can email your complaint to webshop@ibana.nl. You can also reach us by telephone at +31 (0)20 240 42 28. After we have received your information about the complaint, we will provide you with further information about our complaints procedure.