Customer Service
ACCOUNT & ORDERS
How can I place orders in the Imruby shop?
You can select items on our product page that you wish to purchase. Click the ‘add to cart’ button to place items in your shopping bag. When you are done shopping, please click the ‘check out’ button to complete your order.
All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
Are you a new customer? You will be asked to enter your shipping address. After providing your shipping information click ‘continue’ to complete your order by paying. If you are a registered returning customer, you just check out immediately by paying.
All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
Are you a new customer? You will be asked to enter your shipping address. After providing your shipping information click ‘continue’ to complete your order by paying. If you are a registered returning customer, you just check out immediately by paying.
How do I know what size to order?
To find the correct size please see check the product description. The measuring guide is a approximation of the sizes.
To find the correct size please see check the product description. The measuring guide is a approximation of the sizes.
Can I ship my order to a different address?
Yes. During check out you may enter your preferred shipping address and billing address.
How can I create an account?
Click ‘account’ at the top righthand side of the page to create an account.
Can I change my personal settings?
To change your personal settings, please use the ‘My account’ link located at the top of every page.
Forgot my password?
At the log in page, choose ‘forgot your password’. You will receive an email within minutes, please follow the steps in the email to create a new password.
Can I change my order?
Yes. You can make changes to your order prior to submitting payment and completing the order.
Can I cancel an order?
Unfortunately we are not able to cancel orders after it is placed and confirmed. Orders can always be returned according our return policy.
Has my order been accepted?
After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order. You may also log into 'My account' to check the status of your order.
After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order. You may also log into 'My account' to check the status of your order.
PAYMENT INFORMATION
Which payment methods do you accept?
Imruby accepts IDEAL, Credit Card, PayPal and Bancontact.
Are my online payments secure?
Imruby guarantees secure online payments through MOLLIE. MOLLIE processes your payments in a safe and user-friendly payment environment. Your payment information is handled securely. MOLLIE is not responsible for the delivery of your merchandise.
How does IDEAL works?
Once you have placed all your products in your shopping bag, please choose iDeal as your payment method. You then select your bank and you will be moved to your trusted internet banking site. Within seconds of approving the payment, the transaction will be processed on your bank account.
How does BANCONTACT works?
Once you have placed all your products in your shopping bag, please choose Bancontact as your payment method. You then select your bank and you will be moved to your trusted internet banking site. Within seconds of approving the payment, the transaction will be processed on your bank account.
How does PAYPAL works?
The imruby webshop offers payments made with PayPal. At checkout, you simply log into your PayPal account and confirm the payment. Imruby receives your payment, however imruby has no access to your personal and financial information.
SHIPPING INFORMATION
Can I pick up my order?
No, but we offer free shipping (from 50 euros) in Belgium, the Netherlands, France, Germany and the United Kingdom.
How long does delivery take?
After receiving your order confirmation, we will ship your purchase within 1-5 working days to a home address and 3-6 working days to a pick up point. For average delivery times outside of Belgium, please take a look at Bpost, PostNL, DPD and Mondial Relay.
What are the shipping costs?
Delivery costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. The shipment cost will vary according to the chosen service provider and will depend on the shipping address.
Imruby ships worldwide (some countries will not be available though, due to high risk in delivery and fraude). Please send us an e-mail when your country is missing in the shipping list at the check out, and we will add it as soon as possible.
For shipments outside of the European Union, import duties may be asked of you upon delivery. We are unable to advise you about the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. You will be invoiced for the local taxes and duties by the carrier or their international business partner. I recommend you to contact your local customs or carrier office to obtain a landed cost estimate.
Do you ship internationally?
Yes we do ship internationally. See the questions above for shipping costs and shipping time.
Can I choose a delivery date or time?
No, your order will be processed as soon as the order is confirmed.
How can I track my order?
Once your order is shipped you will receive a tracking number by e-mail to follow your package along its trip. Please be adviced: this track and trace system is not available for some of our shipping countries.
I have an incorrect item/size in my order. What should I do?
In the event of receiving the wrong item, please contact our Customer Services team with your order number and the incorrect item’s name and product number.
There is an item missing from my order. What should I do?
Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our Customer Services team.
RETURN
What is your policy for returns?
It is our goal to deliver a quality product to you. If upon delivery the product does not meet your expectations you have 14 days in which to change your mind and return your item(s) to us in their original condition. It must also be in the original packaging. The customer is responsible for any return shipping charges.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
How can I return a product?
To make sure your return is processed correctly follow these steps:
1. Download the return form and fill it in.
2. Place the item(s) and the completed return form in the original shipping package.
3. Close the package securely.
4. Send the package to: Imruby, Machelenstraat 10, 9870 Olsene, Belgium
1. Download the return form and fill it in.
2. Place the item(s) and the completed return form in the original shipping package.
3. Close the package securely.
4. Send the package to: Imruby, Machelenstraat 10, 9870 Olsene, Belgium
You will be required to arrange and pay for the return of the items to us.
Can I exchange a product?
Unfortunately we are not able to exchange products by mail. You have to follow the return process and place a new order.
Have you received my returned item(s)?
As soon as your return package has been received and processed you will receive an email informing you of this. In the meantime you can track your package online using the unique tracking number given to you by your chosen delivery service provider.
When will I receive a refund?
If your return is approved (see return policy above), then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Imruby performs a product inspection if you have a complaint about a returned product. If imruby agrees with your complaint, your refund will be electronically deposited into your account after imruby receives your return.