Shipping policy
Shipping & Returns
SHIPPING, DELIVERY AND INSURANCE
Shipping
Your shipping options may vary depending on your location. During checkout on our website, you will be able to view the available shipping options and charges for domestic (Belgian) and international orders. Some items, due to their size or weight, may incur additional shipping fees. Should you wish to obtain a complete shipping quote before placing your order, we recommend contacting us at hello@ineza.be. Alternatively, you can complete your purchase, and we will reach out if any additional shipping costs apply.
Delivery
For items in stock, we aim to dispatch orders within 48 hours. Items listed as pre-order or made-to-order will ship according to the estimated lead times provided on our website. If your order contains both in-stock and pre-order items, we will ship everything together once all items are available. Lead times are subject to change, and we will notify you of any updates.
Once dispatched, expected delivery times are:
Belgium: one to three working days
EU-8: three to eight working days
Outside EU-8: five to fourteen working days
Once your order has been shipped, no changes can be made to the delivery address.
Ownership of the goods transfers once full payment has been received and the goods have been delivered to you. A signature is required upon delivery, after which responsibility for the items passes to you. Please note: if you modify your delivery preferences with our courier (e.g., DHL) to authorize delivery without signature, Ineza cannot be held responsible for any loss or damage.
International customers are responsible for ensuring compliance with their local import regulations. Where “duties and taxes paid” is selected at checkout, no additional charges will be due. If you choose “duties and taxes unpaid,” you are responsible for all applicable import duties, taxes, and fees prior to delivery. Please check with your local customs office for estimated import costs before ordering.
Ineza is required by law to declare the full value of goods on all customs documentation.
We are not liable for any delays resulting from customs processing. If your order is returned to us due to non-compliance with import regulations, the original shipping costs will not be refunded, and a 25% restocking fee plus any return shipping fees will be deducted from your refund. If re-shipment is requested after an import return, a 50% fee will apply upon a second return. No refunds will be given for items damaged due to repeated handling or failed import compliance.
If delivery is delayed by circumstances beyond our control, we will notify you promptly and work to minimize any delay. In case of significant delay, you may cancel your order for a full refund of any items not received.
RETURNS AND REFUNDS
You have 15 days from receipt of your order to request a return. To initiate a return, please contact us at hello@ineza.be explaining the reason for your return. Returned items must be in their original condition and received by us within the 15-day window.
Once received and inspected, we will confirm the refund amount. Refunds are issued for unsuitable items only. Refunds will not be issued for:
> Made-to-order or custom orders
> Damaged goods caused after receipt
> Goods returned after 15 days
> Items used in photoshoots, events, or similar activities
If delivery was delayed at your request, the 15-day return period begins the day after payment was received.
Please note that duties, taxes, and shipping fees are non-refundable on returned items where "duties and taxes paid" was selected at checkout.
Returns must be made using our designated courier service. Upon your request, we will email you a return label to print and attach to your parcel. You are responsible for scheduling a pickup with the courier (e.g., DHL). Shipping costs, transaction fees, will be deducted from your refund.
Due to the artisanal and vintage nature of many Ineza products, variations, natural imperfections, and previous restoration works are part of the item's character and will not be considered grounds for return unless otherwise deemed unsuitable according to our policy.
Important:
- Cushions are non-refundable for any zipper-related issues once delivered.
- We reserve the right to monitor and limit excessive return activity, which may result in account restrictions.
REPORTING DAMAGE
All damages must be reported in writing to hello@ineza.be within 24 hours of delivery, along with clear images of the item and all packaging materials.
EXCHANGE POLICY
We do not offer direct exchanges. Should you wish to replace an item, please return the original for a refund and place a new order separately.
RECEIVING A REFUND
Once we have received and inspected your return, you will be notified of the approval or rejection of your refund. Refunds will be issued to your original payment method. Please allow up to 10 working days for the refund to appear, depending on your payment provider's processing time.
SALE ITEMS
Sale items are only eligible for the sale discount displayed. Other discounts (such as trade discounts or first-time buyer offers) are not applicable to items already on sale.
COLOUR DISCLAIMER
We strive to display our products’ colours as accurately as possible. However, due to variations in monitor displays, we cannot guarantee an exact match to the actual product colour.