Frequently Asked Questions

Where is my order?  

The average shipping time is approximately 5 to 10 business days.  

Once the products have been shipped by us, we no longer have any influence on the shipping process. Unfortunately, it can happen that a delivery is delayed. We apologize for this.  

In some cases, customs will temporarily seize a package to check it. This happens sometimes, unfortunately there is nothing we can do about it. But don't worry, as soon as you receive a confirmation, your order is on its way!  

  

How can I contact your customer service?  

Send us an email at info@innovay.nl . We will always try to answer within 24 hours. Don't forget to mention your order number if you have a question about your order!   

I want to return my product(s). How does this work?  

We always strive to make sure that our customers are satisfied with our products. We know that we can't please everyone, but if you find that our product is not acceptable, please feel free to email us and we will help to solve the problem and provide a solution.  

If you want to return an order, we are happy to help you. However, please note that we may deduct a so-called ' restocking fee' from your purchase amount, also known as restocking costs. This depends on the reason for the return.  

  

Items covered by the returns policy can be returned within 14 days of receipt. Simply send us an email and we will be happy to walk you through the process.  

After receiving the return shipment, we will process it as soon as possible. Please note, if you return your order, you will pay the return costs yourself.  

  

For more information, please visit our Returns Policy.  

  

Dispatch  

How much are the shipping costs?  

Shipping costs are ALWAYS FREE. We will pay for this ourselves!  

Which carriers do you use?  

We work with all major transport companies and local couriers. During the ordering process you will be asked to choose a delivery method.  

  

How long does it take to receive my order?  

The average delivery time is 5 - 10 working days.  

  

Order and pay  

How can I order?  

Placing an order with us is very easy. Click on the "Add to cart" button for the offer you want to buy. You will be automatically redirected to your shopping cart. Click on "Checkout", fill in your address details and pay securely with iDEAL , Bancontact, Klarna , credit card and many more! It is currently not possible to order by phone or email.  

  

Can I cancel my order?  

Cancellation is possible within 24 hours from the date of purchase. After this time, you will not be able to cancel the order, as it has already been forwarded to the shipping team for sorting and processing. If you wish to cancel the order, please contact us as soon as possible.  

Returns and Refund Policy  

REFUNDS  

We offer a refund/replacement if :  

  1. A) YOU WISH TO RETURN AN ITEM AND THIS FALLS UNDER THE RETURN POLICY  

  1. B) THE ITEMS ARE RECEIVED DEFECTIVE/ DAMAGED OR THE WRONG ITEMS ARE RECEIVED - Our company is committed to ensuring 100% customer satisfaction. If you have received a damaged or wrong product, please send us an email: info@innovay.nl and we will arrange for replacement of the products received.  

  1. C) ITEMS NOT RECEIVED - If items have not been received 30 days after the date of purchase, we will consider this order as lost. We are happy to issue a replacement and/ or partial refund depending on the status or scenario of this order issue.  

  

Here are some items that are not refundable or returnable:  

  • Digital products  

  • Underwear  

  • Cosmetics/Toiletries  

  • Bedding  

  • Food  

  • Flowers and plants  

  • Custom orders  

  • Single use products  

RETURN AND REPLACEMENT  

If you wish to return your item, we recommend that you send an email to info@ innovay .nl with the reason for your return and we will be happy to assist you in resolving the issue and providing you with instructions.  

  

I received a defective or incorrect product. What should I do now?  

Please contact us via info@ innovay .nl . We kindly request you to provide some pictures and/or video of your received product, so we can better analyze the situation.  

Once our team has processed the information and confirmed your situation we will initiate a replacement. Unfortunately without visual evidence of defects or an incorrect item we cannot process a replacement.  

  

I want to return an order; what should I do?  

Our return address is international. You will need to request a returns slip from our team and fill in the necessary information on the slip. Make sure you have the track and trace code . trace number so that we can trace the article back to our warehouse.  

  

Do I have to return the entire order?  

Yes, the entire order must be returned with tags and unused items. If the item shows signs of use, we will not issue a refund.  

  

Can I exchange my shoes if the size I ordered is too small?  

We can only offer a replacement if we accidentally send the wrong size. If you are unsure of your size, please check the size chart on our site.  

  

When can I get my money back after I return my item?  

We will only process the refund once the item has been delivered to our warehouse. It usually takes 5-10 business days for us to receive your return, depending on the logistic processes. Once the item arrives at our warehouse, we will initiate the refund within 2 business days. However, please allow for a possible bank delay of 3-5 business days before the money is actually credited to your account.  

  

My order has been returned to sender in the tracker . What is the next step?  

Return to sender sometimes happens when:  

The customer has not claimed the item - The customer must contact the local courier to arrange alternative delivery. (Please note that you only have 5 working days to claim the item if you did not accept it on the first attempt).  

  

Wrong Address - The customer has not provided the correct address. This is a relatively common occurrence. We recommend that you contact your local courier/post office and collect the item using your local tracking number.  

Customers refused to pay customs/hidden charges - This happens rarely, but this situation arises beyond our control. If the courier has informed you that you need to pay customs/other charges, please contact us and we will be happy to help you resolve the issue.  

  

FOR ORDERS OR ITEMS ELIGIBLE FOR A RETURN, A 20% RESTOCKING FEE WILL BE WITHHELD FROM THE REFUND  

  

What are the refund costs?  

For all items that are eligible for return, 20% of the purchase price will be deducted as storage costs. The amount that will be refunded is therefore 80% of the purchase price. Unfortunately, we have to deduct this storage to cover our internal costs. This is also stated in the general terms and conditions on our website.  

  

You will also be responsible for return shipping costs unless otherwise stated by our team.  

  

LATE ARRIVAL OF ORDER  

While we will do our best to ensure that you receive your order within 15 days of purchase, we cannot guarantee this due to the possibility of unforeseen circumstances that may affect shipping and inventory. We are unable to issue refunds for items not delivered by a certain date, special occasion or holiday.  

  

Each product description states how long shipping may take. Please take this into account when placing your order.  

  

Once an order has been shipped, we can no longer cancel it.  

  

RETURN COSTS  

  

The costs of the return shipment are at your own expense.  

  

CONTACT US  

If you have any questions about how to return your order to us, please contact us at info@ innovay .nl .