Thank you for shopping at Ivan Aleksander.
If, for any reason, you are not completely satisfied with a purchase we invite you to review our policy on refunds and returns.
We are here to help!
The following terms are applicable for any products that you purchase with us.
For the purposes of this Return and Refund Policy:
When an order is placed until 2.00 pm local time the orders are processed within this and the following business day.
When an order is placed after 2.00 pm local time, the processing time starts the next business day.
Orders placed during weekends, holidays and official celebration days, will be processed in the first two business days that follow.
You have the right to cancel the order before it’s been shipped as long as it is within 2 days of purchase. A full refund will be processed immediately.
In accordance with EU Law, we accept returns within 14 days if you change your mind or are not entirely satisfied with your purchase.
The deadline for returning a canceled order is 14 days from the date on which you received the goods.
We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.
For the goods to be eligible for a return, make sure that the goods were received in the last 14 days.
● The following goods cannot be returned under the cancellation policy:
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
9. We will process the returned goods within 14 days of receiving them.
Claims for missing items can be made up to 14 days after the expected delivery date. Please allow at least 10 days from the delivery date before filing a claim as sometimes cross-border delays can be experienced.
We check our items before shipping, which means damages are a rarity, however, if this is the case it may have occurred during transit. Claims for obviously defective items are to be made as soon as possible upon receiving delivery of the item. Otherwise, the items are considered as accepted. In case of timely, accurate and reasonable claims for defects, we will take remedial action as required.
All delivered items should be checked for damages upon receiving them. We kindly ask you to document the damages of the product and package, preferably in the presence of the carrier’s representative. Ensure you request their name and signature too. Once goods have been checked and signed for, we regret that Ivan Aleksander can take no responsibility for damages or loss.
1. You will need to contact us via email or phone to inform us of your claim.
2. Claims must be made as soon as possible upon receipt of goods and discovery of the defect.
3. Claims made outside of this timeline will not be accepted.
4. If you do not make a claim within the time limits, we will consider this acceptance of goods.
5. You will need to provide a copy of the invoice for the item.
6. We will require photographic proof of the damage.
7. If it is a small part or component which is damaged, we shall send a replacement free of charge.
8. Should a replacement not be possible – we shall contact you at a later date to request your preferred cause of action – Store credit, or a refund to the original payment method.
11. We cannot refund any country-specific import duty or taxes which you paid upon receipt of item or will pay upon receipt of replaced/repaired item. All import duties and taxes will be handled for you by the courier to save you the trouble of dealing with authorities. The mentioned import duties and taxes are collected by your country’s authorities and as such we cannot refund them.
The EU legal conformity guarantee is applicable to items for two years from the moment you receive your purchased goods.
In order for the goods to be eligible for a return on the basis of Damaged or Faulty Goods, under this law, please make sure that:
● There is a legal lack of conformity, meaning the defect or damage existed from the start, when the goods were first received by the customer
● The goods were purchased within the last 24 months
● The items were used for the purpose intended
● The items were not subjected to adverse environmental conditions or stressful weight loads
The following goods cannot be returned:
1. Lamps and electrical lighting where the electrical lights no longer work. It is your responsibility to replace any bulbs or light fittings like LEDs.
2. Antiques cannot be replaced or repaired.
3. If the surfaces are treated improperly with unsuitable cleaning or polishing agents and if the user attempts to repair or rework the surfaces themselves.
4. Items showing signs of natural changes to the wood cannot be deemed to be damaged ****See Disclaimer
5. Items displaying signs of woodworm or natural pests cannot be returned ****See Disclaimer
6. Discounted items on sale are final.
7. Items classed as bespoke, see Bespoke Warranty section below.
8. Out of Stock Products – as they are considered as specifically made for you
9. Products crafted by other artisans from the Craft Fair
1. In the event that you discover damage or a defect, inform us of this as soon as possible.
2. You will need to contact us via email or phone to inform us of your claim.
3. You will need to provide a copy of the invoice for the item.
4. We require photographic proof of the damage.
5. In the first instance, we will either repair or replace the product if possible free of charge to you.
6. Replacement products may not be available in which case a new product may need to be crafted especially; This will then be classed as a bespoke item.
7. If repair and replacement are not possible or cannot be carried out within a reasonable period of time you will be offered a refund of the original purchase price to the original payment method.
8. Should the items be deemed damaged or faulty we will reimburse you for the cost of shipping with the most cost-effective method.
9. We cannot refund any country-specific import duty or taxes which you paid or will pay upon receipt of replaced/repaired item. All import duties and taxes will be handled for you by the courier to save you the trouble of dealing with authorities. The mentioned import duties and taxes are collected by your country’s authorities and as such we cannot refund them.
10. We will process the return within 14 days of receiving the item.
1. Contact us in advance via email to inform us of what items you intend to return and your reason for the return.
2. Please advise on your preferred cause of action in the first instance – Repair or replacement.
3. Send your items back to us, ensuring you package them well against damage and breakage.
4. The package should be strictly marked as: “RETURN”/”RETURNING PURCHASED ITEM”. The original invoice must be printed out and included in the package.
Many items classed as bespoke are covered by a 1-year warranty on the basis of a manufacturer’s fault, valid from the day the final payment is received.
For further information about Bespoke products -please see Bespoke Policy
In order for the bespoke items to be eligible for a return on the basis of a manufacturer’s fault being found, this fault must have been apparent when the item was received. Please make sure that:
● The goods were purchased within the last 12 months
● The items were used for the purpose intended
● The items were not subjected to adverse environmental conditions or stressful weight loads
The following goods cannot be returned under the Bespoke warranty:
1. Lamps and electrical lighting where the electrical lights no longer work. It is your responsibility to replace any bulbs or light fittings like LEDs. Lamps are not covered by the Bespoke warranty.
2. If the surfaces are treated improperly with unsuitable cleaning or polishing agents and if the user attempts to repair or rework the surfaces themselves.
3. Items showing signs of natural changes to the wood cannot be returned or exchanged. ****See Disclaimer
4. Items displaying signs of woodworm or natural pests cannot be returned ****See Disclaimer
5. Products crafted by other artisans from the Craft Fair. ****See Bespoke Policy
6. Out of Stock items which were sold out and a new one specially crafted at the same price.
1. In the event that you discover damage or a defect, inform us of this as soon as possible.
2. You will need to contact us via email or phone to inform us of your claim.
3. You will need to provide a copy of the invoice for the item.
4. We require photographic proof of the damage.
5. In the first instance, we will repair the product if possible free of charge to you.
6. Since it is a bespoke piece, a replacement product may not be available in which case a new product may need to be crafted especially; This will then be classed as bespoke. Please note, since it is not a replacement, the cost of production may be higher and hence the price of the new product. You will be required to pay the difference.
7. If repair and new product creation are not possible or cannot be carried out within a reasonable period of time you will be offered a refund of the original purchase price to the original payment method.
8. The warranty covers the cost involved to repair your item (both materials and labour) but it excludes any shipping costs you have incurred to send the item back to us.
9. We will cover the cost of shipping the repaired or newly created product back to you.
10. We cannot refund any country-specific import duty or taxes which you paid upon receipt of item or will pay upon receipt of replaced/repaired item. All import duties and taxes will be handled for you by the courier to save you the trouble of dealing with authorities. The mentioned import duties and taxes are collected by your country’s authorities and as such we cannot refund them.
11. We will process the return within 14 days of receiving the item.
2. Send your items back to us, ensuring you package them well against damage and breakage.
3. It can be the case that goods get damaged, lost, or stolen in return shipment to us. Therefore, we recommend you utilise an insured and trackable mail service
Please send items back to:
Ivan Aleksander EOOD House number 290 Village Ledenik Province Veliko Tarnovo 5049 Bulgaria
Our Returns Policy does not remove your statutory (legal) consumer rights, it is in addition to and not instead of. Full terms and conditions can be found on our Terms and Conditions.
All items from the Craft Fair, made by other artisans – whether ready to ship or bespoke/custom-made are NON-REFUNABLE, NON RETURNABLE and not covered by any kind of WARRANTY.
They do not fall under the provision for ORDER CANCELLATION.
For further information about Bespoke custom made items from the Craft Fair – please ****See Bespoke Policy
Although we will try our best to resolve any issues which may arise, ultimately, we are not responsible for the crafting process or the quality of products crafted by our artisans as part of the Craft Fair.
If you have any questions about our Returns Policy, send an us an email:
info@IvanAleksander.com alternatively you can call us.
This Document was last updated on 1st July 2024.
