Shipping
Thank you for shopping with Ivoruxa. We want your order to reach you safely and on time, so here is everything you need to know about how we ship.
WHERE WE SHIP
We currently deliver to addresses in Germany only. Unfortunately, we are not able to ship to other countries at this time.
Your order is sent from our partner warehouses in Germany or France, depending on where the items are in stock.
SHIPPING OPTIONS AND COSTS
We offer two shipping options, which you can choose at checkout:
Free Standard Shipping
Cost: free
Estimated delivery time: 4 to 5 business days
Insured Express Shipping
Cost: EUR 4.95
Estimated delivery time: 2 to 3 business days
Your parcel is insured against loss and damage during transit.
All prices include the applicable statutory VAT. There are no customs duties or import fees, as all deliveries take place within the European Union.
ORDER PROCESSING
Orders are processed Monday to Friday, excluding public holidays in Germany. Orders placed on weekends or public holidays are processed on the next business day.
The delivery times above begin the day after your payment has been successfully received. Business days are Monday to Friday, excluding public holidays.
During busy periods such as the Christmas season or special promotions, processing and delivery may take slightly longer. If we expect a noticeable delay with your order, we will let you know by email.
ORDER TRACKING
As soon as your order has been dispatched, you will receive a shipping confirmation by email with your tracking number, so you can follow your parcel on its way to you.
If you have not received a shipping confirmation within 3 business days of placing your order, please check your spam folder first and then contact us at hey@ivoruxa.com. We will be happy to look into it.
MULTIPLE PARCELS
Because we ship from more than one warehouse, orders with several items may occasionally arrive in separate parcels and on different days. You will not pay any additional shipping costs for this, and you will receive tracking information for each parcel.
DELIVERY ADDRESS
Please check that your delivery address is complete and correct before placing your order, including your house number, any additional address details and your name as shown on the letterbox.
If you notice a mistake after placing your order, contact us as soon as possible at hey@ivoruxa.com. We will do our best to update the address, but once a parcel has been dispatched, changes may no longer be possible.
If a parcel cannot be delivered and is returned to us because the address provided was incorrect or incomplete, we will contact you to arrange a new delivery. In this case, we may charge the cost of reshipping. If the mistake was ours, we will of course resend your order free of charge.
MISSED DELIVERIES
If you are not at home when the carrier tries to deliver your parcel, the carrier will usually leave a notification card and either try again, deliver the parcel to a neighbour or take it to a nearby parcel shop or pickup station. Please follow the instructions on the notification card or in the tracking information.
DELAYED OR LOST PARCELS
If your tracking shows that your parcel has been delivered but you cannot find it, we recommend first checking with your neighbours and around your property, and waiting one business day, as parcels are sometimes marked as delivered shortly before they actually arrive.
If your parcel still has not arrived, or if the tracking has not been updated for more than 5 business days, please contact us at hey@ivoruxa.com with your order number. We will open an investigation with the carrier on your behalf. If your parcel is confirmed as lost, we will send you a replacement or issue a full refund, whichever you prefer.
You do not need to file any claim with the carrier yourself. We take care of this for you.
DAMAGED PARCELS
If your parcel arrives visibly damaged, please note this with the delivery driver if possible and take a few photos of the packaging. If any of the items inside are damaged, contact us at hey@ivoruxa.com with your order number and photos as soon as possible. We will send you a replacement or a refund at no extra cost.
Reporting damage quickly helps us make a claim with the carrier, but it does not affect your statutory rights.
QUESTIONS
If you have any questions about shipping or your delivery, our team is happy to help.
Ivoruxa
Nayori UG (haftungsbeschränkt)
Finkenau 20
22081 Hamburg
Germany
Email: hey@ivoruxa.com
Phone: +4915733020678