SHIPPING POLICY
SHIPPING COSTS:
Must always be clearly informed of total price of your purchase, including delivery and other costs
related. You must give your explicit consent at any additional cost, for example express delivery,
extra wrapping, insurance, new delivery, redirection of your order to a new address ... etc.
Extra fees may be applied if the delivery of your order has been unsatisfactory, if you have mistaken the shipping address and / or you have not gone to pick up your order at the store (also logistics office)
It is the customer's responsibility to provide the correct delivery details. Any additional expense originated by this reason will be borne by the client. Please make sure that your delivery details are correct and complete. Has One week once you have received the notice at your home. After this time the package will be returned to its origin. The shipping service by Post is 72 hours from its admission, if you receive it later, you have 24 hours from the delivery time to notify it, after this period there is no compensation from Irokos®.
INCIDENTS OR DAMAGED ASSETS:
If you have received an order and want to make a claim about it, you must do so within 48 hours after receiving said order. Otherwise, Irokos® understands that the package has been tampered with by the customer and is not responsible for any damage to your products caused. To report damages to Irokos® write to the following email: tupedido@irokos.es attaching in the same email a photo of the products next to the shipping label with your details. Have the right to request that they be repaired, replaced or, if neither is possible, you can request a price reduction or refund if you meet these requirements. It is not contemplated well damaged by natural movement of the wood, peeling, cracks or cracks of them. After this period, any subsequent claim has no validity whatsoever. The recipient or authorized person MUST ALWAYS OPEN THE PACKAGE IN FRONT of the POST dealer before being delivered since IT IS ESSENTIAL TO REVIEW THE CONDITION OF THE MERCHANDISE INSIDE THE PACKAGE , take your time to open and review the order inside. If you see that it is broken or damaged, REQUIRE YOUR DEALER TO RAISE THE MINUTES. The shipping service by Correos is 3 business days from your admission (delivery to logistics), Irokos® will require the transport company to comply with the agreement. If you receive your package after 3 business days from the delivery of your package to Correos, you have 48 hours to notify us at the following email: tupedido@irokos.es attaching a photo of the shipping label with your data. The only compensation for the damages caused will be a formal complaint to the Post Office to warn that it will not happen again. Otherwise, Irokos® understands that the package has been delivered on time and is not responsible for any damage caused. Irokos ® may extend the delivery time due to storms such as Filomena or COVID-19 situations in the equipment, if it is not possible to fulfill what was promised, a notification email will be sent to you.
INTERNATIONAL DELIVERIES:
Currently, we sell directly to Germany, France, Italy, Portugal, Luxembourg, Belgium and Switzerland. If you are from United Kingdom, Netherlands, Greece or Russia contact us by email (info@irokos.es) to detail the shipping costs that will depend on the quantity and weight of the package of your order.
RETURN POLICY
WARRANTY:
The EU Directive for consumer rights in force since June 13, 2014:
Irokos® offers you 14 days of withdrawal to cancel and return your order for any reason. The expenses that entail said Return will be at the customer's expense and must return it as received.
The withdrawal period of 14 days it does not apply to all purchases. Some of the exemptions are: products made to order or clearly personalized, such as engraving a logo on the wood.
Not applicable for bespoke, personalized or non-perennial products.
DAMAGES:
All merchandise is checked when it leaves the factory. Natural wood has its imperfections and bark loss or cracking is not guaranteed. By nature, wood is alive and in constant motion. However, all returned merchandise will be carefully reviewed and any damage caused will be denied for any exchange or return. All expenses created in this procedure will be borne by the consumer.
REFUNDS:
Your refund will take between 3 within 14 business days from the day of cancellation / refund depending on your bank. It will be done in the same way that you made the payment. You can contact us at tupedido@irokos.es explaining your situation and we will proceed with the transaction if necessary.
Generally, there are no charges for refunds but it depends on your bank it can charge you up to a return rate of 1.9% + 0.3 € of the total of your order.
PAYMENT METHODS
We accept secure payments through the WIX PAYMENTS payment gateway, bank transfer, Bizum or PayPal that carries an extra fee for their services.
SERVICES POST-SALE
At any time you can contact us via:
Contact Form
Email
Social networks
Telephone contact
WHOLESALE INQUIRIES
If you are a store or professional in the sector, do not hesitate to fill in the form on the "Professionals" page and sign up for Irokos® almost instantly. For this, a series of documents will be required for verification and you will be given a user with personal tools that will make your stay more comfortable.