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FAQ

General
  • How can I get in touch with you?

    If you want to get in touch with us, we recommend you to use the contact form on our website. If you have placed an order and have questions about it, please complete the contact form as completely as possible. We will contact you as soon as possible.

  • How much of the proceeds of the children’s clothing do you donate to the iBi Foundation?

    For every item you buy in our webshop, we donate 5 euro to the iBi Foundation. With this money, we support various charities and projects that remove plastic from the oceans and keep our beaches clean. By doing this, we create a nice place for ourselves and for all the animals that call the ocean their home. Together we will fight for an ocean that is free of plastic.

  • I want to know more about the iBi Foundation

    At the iBi Foundation, we are committed to removing plastic from the ocean around Ibiza and the Balearic Islands. Why there? Because this is where we saved sea turtle iBi from the plastic cloth. For us there was no doubt about it, this is where we had to start. For more information, you can visit the website of the iBi Foundation.

  • My order is damaged, what should I do now?

    Damaged orders and/or items must be reported to us in writing within 7 days after delivery. You need to include a description of the damage and two photos. You should send the items back to us in the original packaging and in the condition you received them.

  • Where can I find your Terms and Conditions?

    Our terms and conditions can be found at the bottom of each page on the website. If you cannot find them, you can view them via this link: Terms and Conditions.

Delivery
  • At what time will my order be delivered?

    iBi sends all packages through PostNL. We aim to ship your order as quickly as possible under the following conditions:

     

    • All orders placed before 5 pm on Monday to Friday will be shipped the same business day and delivered the next business day, excluding holidays within The Netherlands. Belgium and Germany will take approximately 2 - 3 days. Orders placed on Saturday/Sunday are processed and shipped on Monday (delivery on Tuesday).
    • Are we unable to meet this delivery time? Then we will let you know as soon as possible.

     

    What are the shipping costs of my order?

    Within the Netherlands the shipping costs are € 6.95.

    To Belgium and Germany the shipping costs are €8.95.

     

    For orders within The Netherlands, Belgium and Germany above € 100, you don’t have to pay for the shipping costs.

  • Can I change/cancel my order?

    Unfortunately, we cannot cancel and/or change orders that have been placed because they are automatically processed in our system.

  • Can I track my order?

    When your order is on its way, you will receive a track & trace from PostNL by email. This allows you to view the status of your order. PLEASE NOTE, it can take up to 24 hours before you can track your order.

  • Is it possible to deliver my order at a different address?

    Aren’t you home to collect your package or do you want to surprise someone with an iBi gift? Then you can choose to have your order delivered at a different address than the billing address. You can easily indicate this during the order process.

  • The clothes I ordered are slightly wrinkled. How is this possible?

    At iBi, we deliver our products to you without using plastic. Because of this, the clothes are less well protected during delivery and can get a little wrinkled.

  • The size I want is no longer available in the iBi shop, can I order it anyway?

    If a certain item is not available in the size you want, then it is (temporarily) out of stock. Therefore, you cannot order it. The stock may be topped up and we recommend that you check our webshop again at a later date.

  • What happens to my order when I am not at home?

    If you’re not at home, the package will be delivered at your neighbors or taken to a PostNL pickup point. When you go to pick up your order at the PostNL pickup point, be sure to bring the proof of delivery PostNL left in your mailbox.

Returns
  • Can I exchange or return an item?

    Unfortunately, it is not possible to exchange items at the moment. We advise you to place a new order instead.

     

    Returning your order is no problem.

     

    You can cancel your order within 14 days after receipt without giving a reason. After you cancel your order, you have another 14 days to return your item(s). You can use the return form that you can download on the right-hand side of the Returns page. We would appreciate it if you also send an e-mail to hello@ibifreelife.nl about the item you want to return.

     

    You can return your item to:

     

    iBi Free Life B.V.

    PO Box 292

    3640 AG Mijdrecht

     

    1. Complete the return form.
    2. Use the original packaging to return the item(s) and add the return form to this package. Note: Returns are only accepted when the return form is fully completed. And only if you return the item(s) unused, undamaged and with the original price tag in the original packaging. For more information about the conditions of a return please see our General conditions.
    3. Drop the package off at a post office and pay for the shipping.
    4. When we receive your package, we will check it thoroughly. If it meets our return conditions, the original purchase amount of the returned item(s) will be transferred to your bank account within 14 days after you returned the item. We do not accept orders that are  Insufficiently stamped.
  • I lost my return form, what should I do?

    You should get in touch with customer service by sending an email to hello@ibifreelife.nl. Don’t forget to mention your order number. You can also fill out the contact form on the website.

  • What are the conditions for returning an item?

    The following conditions to returns apply:

     

    • Returns are only accepted within the 14-day return period.
    • The clothes may not be worn and/or washed.
    • There should be no food stains, makeup stains, body odors or cigarette odors on the item(s).
    • You may not attempt to repair a damaged item.
    • Jewelry and lingerie cannot be returned from a hygienic point of view.
    • The original price tag is still attached to the item(s).
    • If reasonably possible, return the item in its original packaging.
    • The shipping risk of the return is the responsibility of the buyer.
    • We do not accept insufficiently stamped returns or returns that are not stamped at all.
    • If you do not meet our conditions for returns, we reserve the right to return shipments and to charge you for the shipping costs.

     

    Please refer to our Terms and Conditions to read more about our return conditions.

  • What is my right of cancellation after my order?

    You can cancel your order up to 14 days after receipt without giving a reason. You have another 14 days after canceling to return your product. We will refund the full amount of your order plus the shipping costs within 14 days after registering your return.

     

    The shipping costs will not be reimbursed if you ordered several items at the same time and you only return part of the order.

     

    We need to receive your order in good condition. You must also send us a fully completed return form. You can download this form under the header Right of cancellation.

     

    The costs for returning your order to iBi are for your own account. These costs will be approximately 6.95 per package (The Netherlands). Please visit the website of your carrier for the exact rates. If you exercise your right of cancellation, you must return the item(s) with all accessories supplied - if reasonably possible - in its original condition and packaging. To exercise this right, you can contact us via hello@ibifreelife.nl.

     

    We will refund the order amount due within 14 days after registering your return, provided that the product has been returned in good condition.

  • When will I get my money back after I returned an item?

    When we receive your package, we will check it thoroughly. If it meets our return conditions, the original purchase amount of the returned item(s) will be transferred to your bank account within 14 days after you returned the item. We do not accept orders that are insufficiently stamped.

Payment
  • How can I make a payment?

    Payments are handled by our partner Mollie. We offer the following payment options:

     

    iDEAL

    With iDEAL, you can make online payments in a reliable, secure and easy way.

     

    iDEAL is available for the following banks:

    • ABN AMRO
    • ASN Bank
    • Bunq
    • Commercial banks
    • ING
    • Knab
    • Moneyou
    • Rabobank
    • RegioBank
    • SNS Bank
    • Triodos Bank
    • Van Lanschot

     

    Paypal

  • How do I know that my payment has been processed?

    Once the order has been completed, we will send an order confirmation to the e-mail address you specified.

     

    If you have an account, you can see the status of your order in your account.