Shipments and returns
Your pack shipment
iGrow shipments are made from the warehouse located in Slovakia (Europe). We currently ship across Europe and to the USA. We offer three delivery options (with some exceptions): GLS, DPD, and Express Shipping through DHL.
After payment has been confirmed, we make an effort to ship the order on the next business day. If you place the order 1 PM (UTC+02) on Friday it will not be dispatched before Monday/Tuesday.
Orders will be sent to the address that you have provided. We cannot be held responsible if the delivery address is incorrect or if it was corrected after dispatch was made.
Should there any concern arise regarding your order (delay in dispatch, incorrect delivery address, product specification, out-of-stock products, etc.), we will contact you by e-mail. The order will not be processed until we receive an answer or until a three business day have passed. If no answer is received, the order will be canceled and its payment reimbursed to the customer.
All orders are processed by isklad.eu fulfillment service. The shipping cost will be shown in your shopping cart after choosing a specific shipping method. Shipping costs vary depending on the chosen delivery method, weight, and destination of your order. If you have any problems or questions with the delivery, please contact us. Whichever shipping method you choose, we will provide you with a link to track your package online. You will receive an email from us containing all the details of your purchase. If you did not receive the e-mail with tracking information please remember to check your SPAM folder, as your mail server might have forwarded it there.
Shipping costs include handling and packaging fees and postage. Handling fees are fixed and freight charges are based on the total weight of the shipment. We advise you to group products into one order. We cannot group two separate orders placed separately and shipping charges will apply to each.
Claims and returns
In order for the return to be accepted, it must respect the following rules:
- The product must never be used or opened;
- The product has to be sealed in its original packaging, including the protective cellophane or labels (if any).If the product box has no mark or seal, you must keep intact the seal of the product, or any other protection marks;
- You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;
- Preserve the invoice, bearing in mind that a copy of it must accompany the return of the product to iGrow.Shop
You can make a return request of a product within 7 business days of its delivery. In this case you shall wait for our email with the return information and save product(-s) under the same conditions that you've received them in order to return it. There is a maximum period of 7 days after our confirmation of your order to send the product(-s) to the address listed bellow along with any documents instructed by us.
If you proceed accordingly to all the information and the product(-s) are received by us in their original packaging, we will review the case within 5 business days and contact you by confirmation email. In case of a refund, it can take an extra 5-10 business days for it to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
In case you receive a damaged package, you can send it back. To do this, you need to list the address of the warehouse on the shipments, that contain such products (damaged, returned, to be changed). By using the services of shipping companies you automatically agree to the General Terms and Conditions of a particular carrier.
This address needs to be used on shipping label of return shipments in this exact form:
- Company Name: isklad 211142/09
- Name of recipient: Ligno OÜ
- Street: Dialnicna cesta 5, Hala D, gate 35
- Postcode and city: 90301 Senec
- Country: Slovakia
- Contact: +421 948 799 408
Your package will be shipped at your own risk.