SHIPPING AND RETURNS INFORMATION
Being a sustainable brand we work on the pre-order model with a production cycle of 2-3 weeks from the date the order placed on our website and depends on the impact of COVID-19.
All orders are sent in a 100% recycled cardboard box, which is fully recyclable.
All orders are a fully tracked service delivered by DPD or Royal Mail (UK) or DHL (International). When your order is shipped, we will send you a confirmatory email. Please note that delivery times are only estimates and not guaranteed time frames. During holiday periods, orders may be subject to delay.
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect. Please note that your billing address must match the address on your credit card statement.
Our shipping time starts from the moment an order is dispatched from our warehouse. Please note this can take longer due to COVID-19 restrictions.
At this time, due to COVID-19, customers are not expected to sign for goods, and our delivery partners can also accommodate contactless delivery if preferred. Please be aware, however, that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example, an office address that has been provided for delivery.
If no one is available to sign for the delivery, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, it will be returned to our warehouse.
We will endeavour to send your order out as quickly as possible but please note that due to COVID-19, there may be a slight delay in processing orders and returns due to the reduced operating staff at our warehouse and with our delivery partners.
If you have any questions regarding shipping please contact us on +44 75 1217 2150 or clientservices@innna.co.uk.
DELIVERY OUTSIDE THE UK
Shipping charges will apply to orders outside of the UK and will be calculated at checkout. If you love a piece and your location is not available for shipping, please get in touch and we will arrange a special delivery (terms and conditions apply).
INTERNATIONAL ORDERS, EU VAT & CUSTOMS DUTIES NOTICE:
INNNA is based in the U.K. with a partial production in Ukraine and Italy. If you live in a country where duty is payable on goods sent from the U.K. or Ukraine, please note that this is not included within the cost of the item. These duties and taxes are established by each local government and are a legal requirement. These charges are all payable by the customer. Please note that, if you refuse a package on delivery, you will be liable to cover all shipping costs. Items sent to the EU are subject to VAT and duties in the EU. We ship with a DAP (or DDU) policy. INNNA cannot be responsible for any charges occurred, all of which are fully the responsibility of the customer and will need to be paid by the customer on receipt of the shipment. This may include but is not limited to: local sales tax, import duties, brokerage fees, clearance fees and any additional charges. You may also be required to provide additional customs information to clear your order. Rules vary by country so please do check with your local customs office if in doubt.
Customs clearance charges and fees may be payable on items/goods entering the EU from the UK or Ukraine. These depend on the contents’ value. You (the customer) will need to pay these as the parcel won’t be released until payment has been received. Orders sent to the EU over €22 and below €150 may be taxed at the border and may incur a customs clearance/handling fee in the receiving country. Orders over €150 may attract VAT, customs duties and a clearance/handling fee (payable by you as a customer). The customs authorities in the destination country and the customs thresholds in place determine if charges are due on imported goods. The levels and thresholds of charges vary from country to country. INNNA cannot advise on what these may be or be liable for them. INNNA can not accept responsibility for additional duties and taxes that are incurred when shipping outside of the United Kingdom or Ukraine to other countries.
If you do wish to return an international order, any costs incurred, such as duties, will be the responsibility of the customer. As such, costs will be deducted from your return value.
RETURNS POLICY
We allow 14 days from the original purchase date to return any unworn garments or products. Please note items received outside of the specified returns period will not be accepted.
Items must be undamaged and returned in their original condition, in a sealed box, with all garment tags attached. Where provided, belts and any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return.
Returns that have been worn, used, altered, or damaged will not be accepted and may be sent back to you and/or a refund refused. We cannot be held responsible for any missing returns or items whilst in transit. Item(s) must be returned from the original shipping country.
REFUNDS
Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We do not refund initial shipping charges, duties, taxes or tariffs for items returned, other than for faulty items. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. If you choose to return your items by an alternate shipping service your postage costs are non refundable.
Please allow 5 working days for your return to be processed. You will receive an email notification of the status of your refund once processed.