Shipping
ORDER PROCESSING AND SHIPPING
We strive to ensure a smooth order processing experience for our valued customers. Once your payment is successfully completed, we will swiftly process your order within 3 business days. As soon as your order is dispatched, you will receive a confirmation email containing a unique tracking number, allowing you to monitor the progress of your package. We use POST NL, to deliver your order safely and efficiently. Rest assured that if any issues arise with your order, we will promptly reach out to you to address them.
Please note that we are unable to ship to APO, post office box, or FPO addresses at this time.
DELIVERY TIME AND RATES
All our orders are currently shipped from our base in the Netherlands to destinations worldwide. The estimated delivery time and shipping rates may vary depending on the destination country. For orders within Europe, you can typically expect a delivery time of 3-5 business days. For countries outside of Europe, the delivery time may range from 5-15 business days. We strive to ensure timely delivery, but please be aware that unforeseen circumstances or customs procedures may occasionally cause slight delays.
CUSTOMS FEES AND TAXES
It's important to note that some countries require the payment of duties and taxes associated with international shipping. As the recipient, you are solely responsible for any customs fees, duties, or taxes that may apply upon the delivery of your order. These charges are determined by the customs authorities in your country and are beyond our control. We recommend contacting your local customs office for further information regarding potential fees or taxes before placing your order.
RETURNS
We understand that circumstances may change, and sometimes you may need to cancel or return your order. Here's our policy to guide you through the process.
REFUND
We create in small quantities. Due to the small production of our project, we do not offer refunds at this time, but you are welcome to either return pieces for store credit. When shipping back your order, please inform us via an email to orders@libaya.com We suggest shipping with a reliable and insured carrier only. LIBAYA is not responsible for lost or stolen packages in the case of a returned shipment.
Please make sure your items are returned new, unused and with all LIBAYA tags still attached. All our items come with an Libaya tag attached. A sale will be deemed if the item is used or incomplete. Upon return of an item our team will screen all returns before granting an exchange. We reserve the right to refuse a return or exchange if the item received is determined to be damaged or unsaleable. Items that do not meet our policy will not be accepted and will be sent back to the customer without any refund given. Please contact our customer care team by emailing orders@libaya.com for further questions.
Please note that we are unable to offer exchanges for returned items. If you require a different size or color, we kindly ask you to place a new order. Additionally, we are unable to reimburse any duty or tax paid to the carrier for customs release, as well as the original delivery fees.
In case of defective or wrongly delivered items at the fault of LIBAYA, exchange or refund of payment shall be issued, upon request. Unless the defect of the wrong delivery has taken place or is attributed to the postal carrier’s negligence. If an order is received damaged after opening the parcel. Please photograph the damaged item immediately and notify us as soon as possible. Please note that we insure all orders against damage during transit. No reclamation will be accepted after 3 days.
Items that become damaged as a result of normal wear and tear are not considered to be faulty. Each case will be handled separately. Libaya will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason. Damaged or faulty products will be repaired or if not possible, replaced, where possible and subject to availability.
Please be sure about your purchase before placing your order.