Frequently Asked Questions (HELP)

DELIVERY

How long will it take to receive my ordered products?

We have all products in stock and we will ship this as fast as possible, mostly within the same day of the purchase. Our Home office is based in the Netherlands. Dutch, German and Belgium orders will be delivered in one to four working days. European orders will take around five to eight working days until delivery. Deliveries to the US, Asia and Africa take up to ten working days.

Do you ship worldwide?

Yes, I’Praves ships worldwide.

Is my order on its way to me?

We ship your order on the same day of the purchase. Delivery times however differ per nation and area of residence. Delivery times can take up to 15 working days when the home of residence is in a remote area. Average delivery times can be seen here.

I have reveived a faulty item, what should I do?

If you received a faulty item please contact us as soon as possible so we can sort this out. All products are inspected per piece before shipping to minimize the number of faulty items.

I received an item I did not order, what do I have to do?

Please contact us as soon as possible if you received an item that wasn’t ordered. We will sort this out as soon as possible.

Items are missing from my order, what should I do?

When items are missing it could be that we shipped your order in separate parcels. If the order is shipped in different parcels you will be able to track both parcels separately.If we haven’t send multiple parcels and there is an item missing you can contact our customer service.

Will I be charged by customs and import duties?

Customs and import duties differ by nation. Unfortunately we have no influence on the duties taken. Contact your local customs to see the custom and import policies.

Non EU VAT

VAT is not included for orders outside of the EU.

Can the order delivered at my work?

Yes, your purchase can be delivered at your work. If you would like to let the order be delivered at another address than the account address please contact us before you make an order.

RETURN

Can I return my purchased items?

Yes, purchased products can be returned to us. We have an 14 day return policy, which can be found in our Terms & Conditions. Making use of the 14 day return policy can only be done when specific rules are followed, this is regulated by Dutch law.

Will the delivery costs also be refunded?

We usually refund the amount that was paid for the items. More information on returning items can be found here.

The refund amount is incorrect, how is this possible?

Our apologies if something went wrong with the refund. Please contact us so we can sort this out as soon as possible.

Can I cancel my order?

Yes, orders can be cancelled if they did not dispatched our center. Within 14 days orders can be canceled without any reason which is regulated by Dutch law. More info on returning items can be found here.

SHOPPING

How can I order?

You can order by placing the desired products in the basket. After placing your desired products in the basket you can choose to make a payment by using the payment option you prefer.

The price has changed since I ordered, can I get a refund?

Refunds will not be given when a price change occurred.

Do I have to create an account?

You can create an account here. Please provide us with correct information only.

Can you give me more information of a product?

We try to give as much information as possible at the product description. If you still have question on a product you can always contact us.

Can I sign up for the I’Praves newsletter?

Yes, everybody can sign up for the I’Praves newsletter also if you did not made an account yet. You can sign up for our newsletter here.

How can I pay?

We have several payment options. You can choose to pay with Visa / MasterCard / American Express / Maestro / Paypal / iDeal and payment by bank.

When will I be charged?

Payments are instant. If you received an confirmation of the payment in the email address registered at us the amount is charged and we will ship your order as soon as possible.

How do I Change my personal details?

You can change your details here. You need to be logged in to change personal details. If you made an order and the wrong personal details are entered please contact us as soon as possible. We use the provided information for the shipment of the order.

TECHNICAL

How do I login?

You can login by creating an account here. Provide your real personal information because your account details will be used for the shipping of the products. If you want to deliver the products on another address let us know and we will sort this out for you.

How can I contact the customer service?

If you need help, please do not hesitate to ask us any question. You can contact us through the contact form which can be found here or give us a call on our office phone number.

I have problems accessing your website, how is this possible?

We suggest to download the newest version internet browser. You can download the newest versions at the official websites of Firefox, Internet Explorer, Chrome and Safari. If you still have problem in accessing our website please contact us.

I can’t log in, what should I do?

Before logging in you have to make an account. Please make sure to provide us with the correct information. Forgotten passwords can be send to your email address here. If you lost both your account name and password please contact us here.

I do not receive emails from you, is there something wrong?

Please check if the registered email address is correct. Our mails might be placed in the junk part of your mailbox. If you still have problems with receiving emails please contact our customer service here.

Is it safe to order at I’Praves?

YES, ordering at I’Praves is completely safe. All our pages are protected with a 256 bit SSL of Geotrust. More information on safe payments can be found here.

My payment has been declined, how is this possible?

Payments may be rejected if a certain amount of time has passed. You can try to make a new payment. Orders will be automatically declined when we do not receive an confirmation of payment. You might try to use another payment option.If problems still occur at the payment please contact us so we can sort this out.