Everything you need to know about the product and billing.
You can easily track your order by using the tracking number sent to your email once your order has shipped. To check the status, visit our Order Tracking page and enter your tracking number, or go directly to the carrier’s website (e.g., UPS, FedEx, USPS) and input the number there.
If you have any issues or cannot locate your tracking details, please feel free to contact our customer support team at info@ivotia.com, and we’ll assist you in locating your order.
We process and ship orders quickly to ensure prompt delivery, so changes or cancellations must be requested as soon as possible. If you need to cancel or edit your order, please contact us within 1 hour of placing the order at info@ivotia.com or call or WhatsApp our customer service team at +43 677 62489205
If your order has already been processed or shipped, we may not be able to make changes. In that case, you can return the items within 48 hours of delivery for a refund or exchange.
We understand how frustrating it can be when an order is cancelled. Your order may have been cancelled for a variety of reasons, including:
- Payment issues: If there was a problem processing your payment, such as an expired card or insufficient funds.
Inventory issues: If an item you ordered was out of stock or unavailable. - Shipping address errors: If the shipping address provided was incomplete or incorrect.
- Order verification: If we were unable to verify the order for security reasons.
If your order was cancelled and you’d like more details, please contact our customer support team at info@ivotia.com, and we’ll be happy to assist you.
- Multiple Shipments: Some items may be shipped separately due to different availability or warehouse locations. Check your order confirmation email to see if any items are being shipped in a separate package.
- Processing Delays: Certain items might have been delayed in processing or shipping, and may arrive later.
- Missing or Damaged Items: In rare cases, items may have been accidentally missed during packing.
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We’re sorry to hear that there’s an issue with your order. If you encounter any problems, such as receiving the wrong items, damaged goods, or missing items, please contact our customer support team as soon as possible. We’re here to help!
Here’s what you can do:
- Review your order details: Check your order confirmation email to ensure everything was processed correctly.
- Contact us: Reach out to us at info@ivotia.com or call or WhatsApp our customer service team at +43 677 62489205 with your order number, and describe the issue in detail.
- Provide supporting info: If applicable, please include photos of the damaged or incorrect items to help us resolve the issue faster.
Our team will respond promptly and work with you to correct the issue, whether that’s through a replacement, refund, or exchange.
If you need to return an item, we’re here to help make the process as smooth as possible. To get a return label:
- Visit our Returns Page: Go to our Returns page and fill out the return form with your order number and the item(s) you wish to return.
- Return Label: Once your return is approved, you’ll receive a pre-paid return label via email.
Simply print it out and attach it to your return package. - Send It Back: Drop off your return package at the carrier location.
If you need any assistance or have trouble accessing the return label, please contact our customer support team at info@ivotia.com.
If you’ve forgotten your password or need to reset it, follow these simple steps:
- Go to the Login Page: Visit the Login page on our website.
- Click ‘Forgot Password?’: Under the login form, click on the “Forgot Password?” link.
- Enter Your Email: Enter the email address associated with your account.
- Check Your Email: You’ll receive a password reset link in your inbox. Follow the instructions to create a new password.
- Login with New Password: Once your password has been reset, you can log in with your new credentials.
If you don’t receive the reset email, be sure to check your spam or junk folder. If you continue to have issues, contact our support team at support@ourstore.com for assistance
To change your password, follow these steps:
- Log in to Your Account: Visit our website and log in with your current credentials.
- Go to Account Settings: Once logged in, go to your Account details then to Password Change
- Enter Your Current and New Password: You will be asked to enter your current password, followed by your new password.
- Save Changes: After entering your new password, click Save Changes to update it.
If you have any trouble changing your password, you can always reset it by following the steps in our
Forgot Password? guide or contact our customer support team at info@ivotia.com.
We’re sorry to see you go! If you’d like to cancel your account, please follow these steps:
- Contact Us: Send an email to our customer support team at info@ivotia.com, requesting to cancel your account.
- Provide Account Details: Include your account information (such as your name and email address) so we can locate your account quickly.
- Confirmation: Our support team will confirm your request and ensure your account is cancelled.
Please note that once your account is cancelled, you will lose access to order history, saved preferences, and any rewards or points associated with your account.
If you change your mind or need assistance, feel free to contact us anytime!
We process refunds as quickly as possible, but the timing can vary depending on the payment method used. Here’s a general timeline for refunds:
Refund Processed: Once we approve your return or cancellation, we’ll process your refund within 5-7 business days.
Payment Method:
- Credit/Debit Cards: Refunds typically take 3-5 business days to appear in your account, depending on your bank.
- PayPal: Refunds will be credited back to your PayPal account within 24-48 hours.
- Other Payment Methods: Refund times may vary. Please check with your payment provider for specific details.
If you haven’t received your refund after the estimated time, please check your bank or PayPal account, as it may have been delayed by your provider. For further assistance, feel free to reach out to our support team at info@ivotia.com.
We want to make returning your order as easy as possible. Here’s how you can return your items:
- Review Our Return Policy: Make sure your items are eligible for return. We accept returns within 48 hours of delivery, and items must be in their original condition (unworn, unused, and with tags/packaging intact).
- Visit Our Returns Page: Go to our Returns page and fill out the return form with your order number and the item(s) you want to return.
- Receive Your Return Label: After your return is approved, you’ll receive a pre-paid return label via email. Simply print it out and attach it to your return package.
- Package and Ship: Pack the items securely and drop off the package at the carrier location indicated on the shipping label
- Refund or Exchange: Once we receive your return, we’ll process your refund or exchange according to your preference.
If you need help or have any questions about the return process, please contact our support team at info@ivotia.com.
We want you to be completely satisfied with your purchase. If you’re not, we offer a hassle-free
return policy:
- Return Window: You can return most items within 30 days of receiving your order.
- Condition of Items: To be eligible for a return, items must be in their original condition – unused, unworn, and with all tags and packaging intact.
- Non-returnable Items: Certain products, like personalized items, final sale, or health and beauty products, are not eligible for return.
- Return Process: To initiate a return, visit our Returns page, fill out the return form, and receive a return label. After processing your return, we’ll issue a refund or exchange, based on your preference.
- Refund Method: Refunds will be issued to the original payment method. Please note it may take 3-5 business days for the funds to appear in your account, depending on your payment provider.
If you need help or have questions about our return policy, don’t hesitate to contact us at info@ivotia.com.
We’re sorry for any delay! If you opted for shipment by Ivotia, here’s what you can do to track your order:
- Check Your Tracking Information: Once your order has shipped, we send you a tracking number via email.
- Check Delivery Times: Keep in mind that delivery times may vary based on your location, shipping method, or external factors like weather. For standard shipping, it can take 3-7 business days for domestic orders.
- Missing or Delayed Packages: If your package hasn’t arrived within the estimated delivery window, check with your carrier to see if they have any additional information. Sometimes packages may be delayed or held at a local facility.
- Contact Us for Help: If you’re still unable to locate your order, reach out to our customer support team at info@ivotia.com, and we’ll investigate further.
If you organized shipment directly with the seller, please reach out to the seller directly. If you’re still unable to locate your order, reach out to our customer support team at info@ivotia.com, and we’ll investigate further.
We process payments quickly and securely, whether you are receiving a refund or payment for an order. Here’s what to expect:
1.Refund Payments: If you are receiving a refund for a return or cancelled order, the refund will be issued to the original payment method used at checkout.
- Credit/Debit Cards: Refunds typically take 3-5 business days to appear in your account, depending on your bank.
- PayPal: Refunds to PayPal accounts are processed within 24-48 hours.
2. Payment for Sellers: If you’re a seller, you will receive your payment according to our payment schedule:
- Payments are typically made bi-weekly or monthly, depending on the agreement. You’ll receive payment via the method you’ve chosen (e.g., bank transfer, PayPal, MPesa).
- Please make sure your payment details are up-to-date to avoid any delays.
If you have any questions about your payment or haven’t received it within the expected time frame, please contact us at info@ivotia.com for assistance.
We offer a variety of secure payment methods to make your shopping experience convenient:
- Credit/Debit Cards: We accept major credit and debit cards, including: Visa and MasterCard
- PayPal: You can also pay using your PayPal account for an easy and secure transaction.
- Google Pay: We also accept Google Pay for a seamless payment experience through your Google account.
- Direct Bank Transfer
- Mobile payments: For quick payments, MPesa is available at the checkout.
All of our payment methods are processed securely to protect your information. If you encounter any issues with your payment, please reach out to our customer support team at info@ivotia.com
If you didn’t receive a notification, it could be for several reasons:
- Email Issues: Check your spam or junk folder, as some email providers may incorrectly filter notifications. If you use a different email service, ensure that our emails aren’t being blocked.
- Incorrect Contact Information: Double-check that the email or phone number associated with your account is correct and up to date.
- Notification Settings: If you opted out of certain notifications in your account settings, you may not receive updates for things like promotions or order status changes. You can update your notification preferences in your account settings.
- Order Status: Sometimes, notifications are only sent when there’s a significant change in your order (e.g., shipped or delivered). If your order is still processing, you may not receive a notification just yet.
- Technical Issues: Occasionally, technical glitches can prevent notifications from being sent. If this is the case, please reach out to us, and we’ll look into it.
If you still have concerns, contact our support team at info@ivotia.com, and we’ll be happy to help!
We’re happy to help you find what you need! Here are a few ways to get more information:
- Help Centre: Our comprehensive Help Centre contains answers to many common questions about orders, shipping, returns, payments, and more. You can access it by visiting the Help or FAQ page on our website.
- Product Pages: For detailed information about specific products, check the product descriptions, specifications, and customer reviews on each product page.
- Customer Support: If you can’t find the information you need, feel free to reach out to our customer support team at info@ivotia.com or call us at +43 677 62489205. We’re happy to assist you with any questions or concerns.
- Social Media: Stay up-to-date on new products, promotions, and updates by following us on our social media channels.
The Seller Feedback Rating is a system that allows customers to rate and review their experience with sellers on our platform. It helps provide valuable insights into the quality of products and services offered, as well as the overall shopping experience.
Key points about the Seller Feedback Rating:
- Ratings: After completing a purchase, customers can leave a rating (usually from 1 to 5 stars) based on factors like product quality, shipping speed, and customer service.
- Reviews: Customers can also leave written feedback, which can help future buyers make informed decisions. Positive reviews help sellers build trust and credibility.
- Importance: A higher rating reflects the seller’s commitment to customer satisfaction. Sellers with higher ratings are more likely to be featured and recommended to new customers.
- How to View: You can see the seller’s feedback rating on their storefront page or in the product details section before making a purchase.
Your feedback helps us maintain high standards and improve the experience for everyone!