Refund policy

Is it possible to return a (sale) item? 

If purchases do not meet expectations, they may always be returned. PLEASE NOTE: they must still be returned within 30 days. 

Within how many days can I return my items? 

You have the right to return an order within 30 days of receipt. The withdrawal form is included with the order. It clearly explains how an order must be returned. The 30-day period starts on the day you receive the item. During this period, you must handle the item and packaging with care. 

Is it possible to return an item via a retail store or vice versa? 

Items ordered through the IBANA webshop can only be returned via the postal address stated on the return form. They cannot be returned to a retail store. 

Within what period will my return shipment be processed? 

IBANA's official return processing time is 14 days. These 14 days start on the day the package is returned or collected. For your return shipment to be processed correctly, it is important that you complete the enclosed return form with at least your name and order number (example order number: #12345). 

What are the costs of returning my items? 

 

Returns are at the buyer's expense. IBANA uses the service provided by Returnista to enable you to create a return label online. The cost depends on the carrier selected and your location. You can also choose to return the package via another post office; in that case, the cost is determined by the local post office, which we unfortunately cannot specify. 

 

I chose to pay via Klarna. Do I have to pay my invoice when returning an order? 

No, this is not necessary. A Klarna invoice is automatically adjusted for the returned items.



HOW CAN I RETURN MY ITEMS?


Return via Returnista

We offer you the option of returning your order via Returnista. You can have the package collected from your home or take it to a parcel shop yourself. The cost of this service is the cost of a standard package, which you pay directly to Returnista. 

Follow the steps below to return your items correctly via Returnista for collection:

  • Go HERE to the Returnista website to register your return.
  • Enter your details. The order number consists of 5 digits. You can find it in the order confirmation or on the return form.
  • The collection service will bring a label. With Returnista, you can also have a (digital) label created and take the package to a UPS or DHL location yourself. 
  • Place the items you wish to return, together with the packing slip, back in the original packaging. If you do not include a return form, your return may be delayed. 
  • Print the label if you have not created a digital label.
  • Have your package ready for the Returnista collection service or take your return to a parcel shop. 

I do not want to return my order via Returnista

If you prefer to send your return via your local post office or parcel shop, you can send the package to the return address below:

De Nederlandse - attn. IBANA
Edisonstraat 78
6902 PK Zevenaar

PLEASE NOTE: With either option, make sure the return form and/or packing slip is included in the box when returning an item. Otherwise, it may be difficult to process your return and processing may be delayed.

Curious about our latest collection? Shop HERE!