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All information about shipping during COVID-19

- Due to the preventive measures of COVID-19, orders are expected to be delivered within 72 hours, in accordance with the prevention measures of our logistics center.

- You will receive an email with the link to track your order as soon as it is shipped.

- Since it is not possible to pick up your parcel at collection points, we recommend that you enter your home address. If you wish to change it, you can always email us at  [email protected].

- DHL is implementing preventive measures to completely avoid contact with our customers, and reduce the possibility of infection to 0.

- We have extended the return period to 30 days from the moment you receive your order.

How does Identy work?

- The Team wears gloves and masks during the whole order preparation process.

- Before entering the logistics center, we take the temperature of each team member.

- We have established shifts, limited activity and capacity in common areas, and respect safety distances.

- We disinfect the workstations between shifts, use individual equipment and regularly ventilate the enclosed spaces.

- Team members who live with people at risk or who have symptoms compatible with the virus stay at home.

We provide everyone with a soap and gel dispenser for frequent and thorough hand washing.

SHIPPING

CountryRateTransit timeFree shipping
Austria 6.9€ 24/48h > 59€
Belgium 2.9€ 24/48h > 20€
Denmark 11.9€ 24/48h > 120€
Finland 11.9€ 24/48h > 120€
France 2.9€ 24/48h > 20€
Germany 5.9€ 24/48h > 49€
Ireland 11.9€ 24/48h > 120€
Italy 2.9€ 24/48h > 49€
Monaco 11.9€ 24/48h > 120€
Netherlands 6.9€ 24/48h > 59€
Portugal 0€ 24/48h Always
Spain (Mainland) 0€ 24/48h Always
Spain (Balearic Islands) 2.9€ 48h > 20€
Spain (Canary Islands) 5.9€ 48/72h > 49€
Sweden 11.9€ 24/48h > 120€
United Kingdom 2.9€ 24/48h > 20€

Delivery time

Updated: 18/05/2020

Due to the preventive measures of COVID-19, orders are expected to be delivered within 72 hours. We understand that, as a customer, you expect to receive your order as soon as possible, this is why we work hard to deliver your order efficiently so that you will be able to receive it in 24/48h (on working days). However, please note that during product launches, promotional periods, Black Friday and Cyber Monday delivery times might vary, and being longer than usual.

When do you ship my order?

Orders placed on business days before 12pm CET are prepared and shipped on the same day, so that you will be able to receive it on the following 1-2 business days. 

Orders placed on business days after 12pm CET are processed on the following business day and are delivered on the following 1-2 business days. Orders placed on weekends and bank holidays are processed on the following business day.

During product launches, promotional periods, Black Friday and Cyber Monday the preparation and shipping of your order, as well as the delivery, may take longer than usual.

The delivery time is calculated from the moment the order leaves our logistic centre until it reaches the address you indicated. You will receive an email to inform you that your order has been shipped and it is on its way.

We will do everything possible to deliver your order within the established times, although during promotional periods the delivery time may be longer than indicated.

How does the shipping work and what do I do if I am not at home at the time of the delivery?

If you are absent at the time of the delivery, the courier will try to leave a delivery note in the mailbox. It is not always possible to leave the note, since sometimes the courier might not be able to access to your mansion (or climb trees to get to your cabin). In any case, after the first delivery attempt, they will try to contact you to arrange a second delivery. If you are also absent on the second attempt, because you are telling everyone how excited you are to receive your new goodies, your will be able to pick up your order from the post office depot. If for some reason the delivery company has not been able to contact you to arrange the delivery, you can write to [email protected], and we can provide you with their contact information and assist you with anything you may need. We are here to help you!

How can I track my delivery?

Easy peasy! You can track your delivery using the link you will find in the shipping confirmation email.

You will also find the tracking number in the SMS that the delivery company will send, if you prefer to follow up on their website.

Can I receive my order in the time slot of my choice?

You can leave a message for the courier, with your preferred time slot, in the comment box that you will find before finalising your order. The delivery team will try to do their best to accommodate your request, but please keep in mind that it might not be always possible, as the standard delivery window is 9am-7pm. In any case, if they are not able to deliver your order at the time you requested, they will contact you to arrange a new delivery schedule, so that you will be able to receive your order as soon as possible.

What happens if my delivery address is incorrect?

We always recommend that you carefully check the address when making your orders. It is important to ensure that the information is correct and complete, since it is not possible to change the address once the shipment has been made without generating an additional shipping fee. If you detect some incorrect information, email us as soon as possible at [email protected], and do not forget to also modify it on your account.

2020 Bank holidays

We wish to inform you that during the below stated dates no orders will be prepared or shipped. Therefore, orders placed during this time will have their corresponding delivery time increased by a period of 24 hours. We apologise for the inconvenience.

January: 1st and 6th
April: 13th and 16th
May: 1st 
June: 24th
August: 15th
September: 11th
October: 12th
November: 1st
December: 6th, 8th, 25th and 26th