Ordering, canceling and changing
I am unable to order a product. What can I do?
If it is not possible to order a product, something is likely to go wrong in the ordering process. Please contact customer service. Then one of our staff will help you further.
I have ordered a product but have not received a confirmation email yet. What can I do?
It is possible that the confirmation email ended up in your spam. Isn’t that the case? Please contact customer service. One of our staff will then check that your order has been received correctly.
Can I still change my order?
Want to change your order? Please contact customer service.
How can I cancel my order?
If you order a product, it will be communicated instantly and directly to our distribution center and processed. We cannot stop the shipment, this is an automatic process. You can cancel your order by returning the package with the unopened product according to our conditions within 14 days of receipt. For a detailed explanation, see our “return policy”.
Shipping and delivery
I ordered a product. When will my order be delivered?
If you order a product with us before 4 pm, your order will usually be delivered to your home the next day. The delivery time of an order can take up to five days however. If you order a product on the weekend, your order will be delivered on a Monday or Tuesday.
Can I change the delivery time?
Do you want to be sure that you are home the day your order is delivered? Then it is possible to change the delivery time. This can be done before 4 pm on the day you ordered a product.
Do I pay shipping costs?
Every order is shipped free of charge.
Which countries do IvitaSana orders ship to?
We accept orders from the following countries: Sweden, Finland, Netherlands, Belgium, Germany & Austria.
I received my order damaged. What can I do?
Our deliverers treat your order with care. Is the product ordered damaged or broken upon delivery? Please sent a message to our support desk and we will inform you about how to send it back to IvitaPura’s return address within fourteen days and receive a replacement.
I received my order incompletely. What can I do?
Did you order all items on the same day, but did you not receive them all? Please contact customer service. We are happy to assist you further.
Why do I find the same product cheaper elsewhere?
You may find similar products somewhere else for a lower price. However, for example, it is often an imported product from China. These products are not ISO certified and do not meet European health requirements. In addition, cheaper, imported products contain inactive synthetic ingredients. So a cheap supplement often does not deliver the promised result.
Payments
What payment methods are available at IvitaPura?
- Creditcard
- Pay Later (via Klarna)
- iDeal
- Paypal
- Belfius Direct Net
- KBC/CBC
- Bancontact / Mister Cash
- SOFORT Banking
Returns
Can I return an item?
This is only allowed if the item is complete, unopened and unused and within within fourteen days after delivery.
How can I return an item?
Please make sure you contact our support desk first via [email protected] to receive your necessary RMA-number and return address. Without a RMA-number we can’t process your returned item.
Please also make sure the item is complete, unopened and unused before contacting our support desk if you wish to return the items.
How much does it cost to return an item?
With IvitaSana you do not have to pay shipping costs for an order. You do have to pay the costs for a return shipment yourself. These are around €7. We advise you to use a track & trace service as we are not responsible for return shipments which get lost sending it back to us.
I have returned my order. What is happening now?
As soon as we have received your return shipment, we immediately check whether the item is unopened and unused. If so, we then we will refund the purchase amount to you using the payment source you used. Have you paid for the order via “Pay Later” (Klarna)? Then we will pass this onto Klarna and your Klarna invoice will be canceled and deleted.
Please note: If we do not receive your return shipment or the item is opened or more than 14 days after receiving the product ordered have passed we will not be able to refund. f you receive a refund, a €15 restocking fee will be deducted for handling and inspecting the items you sent back to us. Please see our full “Return Policy“