Frequently Asked Questions
HOW TO ORDER
What are the shipping costs?
The shipping costs and the delivery time depends on your country but if you fill in the adress in the check-out, you will find the shipping costs for you. If you order a parcel with extra large dimensions, or extra weight, you may be charged extra shipping costs. You will see this in the checkout process.
What is the Delivery time?
Fast Delivery time with DHL Express:
Place your order before 23.30 on working days and your order will be shipped out the same day with DHL Express with On Demand Delivery (ODD) Service (if available and with some exceptions, which we will inform you over the same day)
- The delivery time depends on your country but within 1-3 days your order will be delivered.
- Once your order is shipped, you will receive anew shipping notification from DHL EXPRESS.
- DHL ODD notify you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, you can customize your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.
DHL ODD is giving you maximum flexibility and greater control over your delivery.
- DHL ON DEMAND DELIVERY offers flexible delivery options:
* Deliver my Package on Another Day: Scheduled Delivery
* Deliver my Package to Another Address: Alternate Delivery to work or family
* Deliver my Package at a Safe Place: Authorize Shipment Release
* Deliver my Package with Neighbor: Leave the package at your Neighbor, Reception or Guard
* Deliver my Package at a DHL ServicePoint: Hold for Pick‐up Collection
* Request to Store my Package: Vacation Hold safekeeping your parcel up to 30 days
*Unfortunately, due to COVID-19 and the accompanying measures, which we have to take into account, we have to deal with logistical challenges and are dependent on hauliers with extra heavy traffic, which can cause your package to be delayed. We hope for your patience and understanding.
What is the delivery time for a pre-order or when will a product be back in stock?
With a pre-order, you can already order the product with a later delivery time. You can see when the product is expected. Often these are popular items which are in high demand and in this way you can 'reserve' this item for yourself by ordering it in advance.
If a product says 'back in stock', this product will be back in stock and you can leave your email address. As soon as the product is in stock, you will receive an automatic e-mail. Don't wait too long to order, because you are not the only one who receives an e-mail and before you know it, the item is sold out again.
Collecting from the shop
Mail or call us if you want to pick up an item in one of our shops. As soon as your order is ready for collection, you will receive a message from us.
Appointments in the shops
From 3 March onwards it is again possible to make an appointment to shop in our shops! Make an appointment here to shop in our beautiful shop in Amsterdam. You can reserve half an hour, if this is too short, reserve 2 x half an hour. We hope to see you soon, we can't wait to help you find a great outfit again!
When will I receive Track & Trace?
You'll receive the Track & Trace code as soon as your package is processed. If you order before 23:30 on a workday within the Netherlands, you will receive an e-mail from Go Parcel ([email protected]) at 23:30 with a Track & Trace code link. Clicking this code will take you to the Go Parcel page with information about your parcel and your expected delivery time.
My Track & Trace does not indicate a status, is this correct?
It is good to know that when your Track & Trace has been generated, your package is not yet in the hands of the DHL. That's why it's best to check your status again the next morning. If the status is still missing, your package has not yet been assigned to a ride. If it takes longer than 2 days, you can click on 'customer service' on the Go Parcel site and leave a message. We will then find out where your parcel is and keep you informed of developments via this message.
My parcel has been delivered according to the DHL, but I have not received it. What do I do?
First of all it is annoying that you did not receive the package. It is possible that the DHL has delivered your package faster, at the neighbours or on the doorstep, without leaving a note. Therefore you should first ask the neighbours or housemates if they have the parcel. If they have not, please leave a message on the Go Parcel site so we can investigate where your parcel has gone and get it back to you as soon as possible. Please note that this investigation can take a few days, but we will always find an appropriate solution.
Do you also send packages abroad?
Yes, we ship worldwide! You can select your country during the ordering process, the corresponding shipping costs and times will be displayed. With DHL Express packages are delivered within 1-3 days worldwide (with some exceptions).
How can I pay?
Via Ideal, Paypal, Mastercard, Visa, Maestro and Sofort, Klarna.
Can I pay afterwards?
Yes, with Klarna you can pay afterwards. For the conditions please read the terms and conditions on our website.
Klarna payment not successful?
Once you choose to pay with post-payment, a check is done to see if you can order for the chosen amount. It looks at your payment history with Klarna. If not, please choose another payment method or contact Klarna.
Can I change the delivery address?
You can specify a different delivery address during the ordering process. Did you fill in a wrong address? No problem! You can change it at any time, even after your order. Go to Go Parcel and change the delivery address.
I will not be home tomorrow, can I change it?
Yes you can, during the ordering process you can indicate when you want to receive the parcel. It is also possible to pick up your order at one of the pickup points of the DHL.
I have not received my order yet?
Through the Track & Trace code that you will receive from Go Parcel, you can follow the package and there is a time indication. In case the parcel does not arrive at the expected delivery date, it could be that your parcel has a delay of one (working) day at the DHL due to the current busyness. The delays at DHL are not always visible in GoParcel.
My parcel has been delivered according to the DHL, but I did not receive it. What do I do now?
It could be that the DHL has delivered your package to the neighbours, or left it on the doorstep or at a shed, without leaving a note. Therefore, first ask the neighbours or housemates if they have the package. If this is not the case, leave a message on the Go Parcel site so that they can investigate where your parcel is. Please note that this investigation can take a few days, but we will always find an appropriate solution.
I have ordered, but would like to change my order?
We always try to see if it is still possible. Please give us a call on 015-2510721.
I would like to receive a different size, is that possible?
You can return the article with the incorrect size and place a new order with the correct size. Ordered the wrong size and the order status is still 'ready for shipment'? Please contact us as soon as possible. Then we can see if we can still adjust it.
My order has a certain status, what does this mean?
We can assign different statuses to an order and you can see this when you are logged into your account on the website, at 'My orders'. The most common statuses are:
- FBC order/ Store: (part of) your order has to come from the warehouse of one of our shops, your package will be shipped one day later. You will be informed about this by email.
- Backorder: You have ordered an item, which is not in stock. It is possible that this product still arrives and then you will receive an email about this. If not, the order will be cancelled and you will receive an e-mail that one or more products were not in stock.
- Pre-order: you have ordered a product with a later delivery date. The expected delivery date is always stated on the product itself on the website. As soon as the product is in stock, the order will automatically be sent to you directly.
- Customer request: there is a question for you and we are waiting for a response via e-mail (also check your spam for e-mail).
I want to return (part of) my order.
Go to this page for instructions on how to return.
I cannot print the return label?
Bring your package to a PostNL or DHL Servicepoint to our return address, stating the order number as reference. Please note! Send the package with track & trace, to be assured of . Track your return package and take into account a week processing time after receipt by us. Without a return receipt, no investigation will be initiated on missing returns and no refund is possible.
When will I receive a response to my return?
Once we have received your order, your return will be processed within 5 working days. After processing, you will receive a confirmation from us and we will refund the purchase amount to you within 2 to 4 working days via Mollie Payments. You will be refunded via the same payment methods you used to pay for your order, so please note that if you paid via credit card, the refund will be issued by the credit card company at the end of the month. If you have not received a reply within 5 working days of your package arriving, please contact our customer service team at [email protected]
Will I get my money back if I return the item?
If the items are returned within 14 days, unworn, undamaged and in the original packaging, you will receive a full refund through Mollie Payments.
If we do not receive the return in good condition (see return conditions), we cannot credit the amount, but in most cases you will receive a shop credit.
Will I be refunded the return shipping costs?
No, the costs for sending your return package to Ibizamode are for your own account.
I have a complaint about a product, what should I do?
We try to deliver all orders with the best possible service to you at ibzmode.nl.
If you unexpectedly have a complaint about a product or our service, we will do everything possible to solve it. We ask you to report your complaint to us as soon as possible.
You can do this by contacting us via [email protected]. Describe the complaint as clearly as possible and include the order number, article number and send a picture of the complaint.
How can I redeem a discount code?
- Put one or more items in your shopping cart. Sometimes, some discount codes will be settled directly in your shopping cart.
- Go to "Order".
- In the last field you can enter the discount code. Enter the code exactly (numbers, letters, dashes). Tip: the discount code does not work if you have placed an item in your shopping cart for which the discount does not apply or if there is already a discount on the item.
My promotional code does not work?
This is case sensitive and not valid in combination with other promotions/sale/discount codes.
How long is an action code valid?
An action code can be valid for one day, one week or sometimes longer. Look for the conditions in the newsletter in which you received it. Promotional codes cannot be added to your order afterwards.
How long is a shop credit valid?
A shop credit is valid for 2 years.