Frequently Asked Questions
Frequently asked questions
How much does shipping cost?
Shipping to the Netherlands and Belgium costs €4.95 and is free on orders above €50. Within the rest of Europe it costs €9, free above €100. Worldwide orders go by DHL Express for €15, free above €150. See our shipping policy for the details.
How long does delivery take?
Orders placed before 22:00 are shipped the same day. Delivery in the Netherlands and Belgium takes an estimated 1 to 2 business days, and 2 to 4 business days within Europe and worldwide. These are estimates, not guarantees, and around Black Friday, Christmas and public holidays it can take longer.
Which carriers do you ship with?
We ship with PostNL, DPD and DHL Express, with DHL Express handling international orders. DHL's free On Demand Delivery lets you pick another day, another address, a safe place, a neighbour or a DHL ServicePoint, or hold the parcel for up to 30 days.
How do I track my order, and what if I didn't get a tracking number?
Once your order ships, DHL Express or DPD sends you an email and text message with the progress and expected delivery time, so enter the right email address and mobile number at checkout. No tracking message? Email support@igorjames.com and we will send you the tracking number and check what went wrong.
Will I have to pay customs duties or import taxes?
Orders within the EU have no customs charges. For orders shipped outside the EU, import duties and taxes may apply, which are the customer's responsibility and may have to be paid on delivery. Customs checks can also cause delays that are outside our control, so check your own country's rules before you order.
How do I return or exchange an order?
You have 60 days from receiving your order to return it, unworn, unwashed, with the labels on and in the original packaging. Start through the return portal or include the completed return form in your parcel; both are linked on our return policy. A return label from the portal costs €5.00, deducted from your refund, and processing takes up to 14 business days after we receive the parcel.
What is the difference between the 60-day return policy and the 14-day right of withdrawal?
Under EU law you can withdraw from your purchase within 14 days of receiving it without giving a reason, using the form on our withdrawal page. You then get back what you paid including the standard delivery cost, and you pay the return shipping. Our 60-day return policy comes on top of that and gives you more time, under the conditions in the return policy.
Which payment methods can I use, and can I pay later?
At checkout you can pay by card, PayPal, iDEAL and Klarna, among others; the full list shows in the checkout itself. With Klarna you can shop now and pay later, so you try the pieces first and pay afterwards.