FAQ

Please read the frequently asked questions below before contacting us, as 90% of questions are already answered here. Is your question not listed? Feel free to contact us at info@ivenko-amsterdam.nl.

Question: When will my order arrive?

Answer: Most orders are processed within 2-4 business days after purchase.
Once your order has been shipped, you will receive a confirmation email with a tracking number at the provided email address. The order is shipped from the nearest warehouse based on your location.

Estimated delivery times based on current shipping schedule:

• USA, Canada: 7 - 10 business days
• UK, Europe: 7 - 15 business days
• Australia, New Zealand: 7 - 15 business days
  Please note that delivery times may vary due to busy periods, holidays, or delays resulting from COVID-19.

Question: Has my order been shipped yet?

Answer: Orders are usually shipped within 2-4 business days, sometimes even faster. You will receive a confirmation email once your order has been shipped. Also check your SPAM/Junk folder in case the email ended up there. Can't find the shipping email or accidentally deleted it? Then contact us at info@ivenko-amsterdam.nl and we'll give you an update on the status of your order.

Question: My item arrived damaged or broken. What should I do?

Answer: Our sincere apologies if this has happened. To resolve the issue, we ask you to take photos of the damaged item and email them to info@ivenko-amsterdam.nl. Once we receive the photos, we will take immediate action.
Note: Report the problem within 48 hours of receiving the package. We are not responsible for damage to the packaging, as this falls under the responsibility of the delivery service. This is unfortunately beyond our control.

Question: I ordered 2 or more items, why did I only receive one?

Answer: When you order multiple items at once, they may be shipped separately because they come from different warehouses. So you might receive one item earlier than the rest. No worries – you will receive all items!

Question: I want to cancel or change my order. How do I do that?

Answer: We always do our best to cancel an order, but if it has already been processed or shipped, we unfortunately cannot cancel it anymore.

If you want to adjust your order (e.g., change size, style, or shipping address), please contact us as soon as possible. We're happy to adjust this as long as the order hasn't been shipped yet. Is the order already on its way? Then we can no longer change it, but you can always return the item if necessary.

Question: Can I return an item or get a refund?

Answer: We offer a 14-day money-back guarantee. If more than 14 days have passed since you received your purchase, we unfortunately cannot offer a refund or exchange anymore.

To be eligible for a refund, the item must be in the same condition as you received it – including the original box, packaging, and all accessories.