Frequently Asked Questions
Thank you for you interest in the services of INUTEQ Romania. We want to make sure you experience the best service possible. We understand that you might have some questions before placing an order. Please have a look below to see if we might have answered your question already. If you still have any questions, send us a message and we’ll get back to you as soon as possible.
I haven't received my item. What can I do?
We’re sorry to hear you haven’t received your order. We always use tracking on all of the orders we send out. We advise you to check with the postal carrier first before contacting us.
I want to change my order
We’re sorry, but we are unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button. After the 15-minute window, it is too late to cancel any orders and you’ll need to follow our returns process.
If you don’t have a customer account, we’re unable to cancel the order for you.
*If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.
I have received a faulty product. What now?
We’re sorry to hear that you have received a faulty product. Please contact us immediately with the following information:
- Order number
- Which item is damaged
- Description of what is damaged
- Photographic evidence
Please do not return items without by yourself!
Always contact our support team first. Sending items back without us knowing can result in a slower resolution time. We cannot action a refund, credit or replacement when the proof of damage has not been verified by a member of our support team.
If your items has been damaged upon delivery, please take photographic evidence and send it straight to our customer support!
Claims for damaged parcels must be made within 7 days of the delivered date.
I have received a wrong product
In the unlikely event you have received a wrong item, contact us immediately with the following information:
- Order number
- Name of item not received
- Name of item you have received
- Photographic evidence of item you received, including logo
Once we have received the information above, our support team will get it sorted for you as soon as possible. All claims of orders arriving without correct/missing items must be made within 7 days of the delivered date.
How long does it take to receive my order?
We ship our orders on regular business days, Monday through Friday.
We normally handle and dispatch orders within 1 day. Orders normally take 1-5 days to arrive. We ensure tracking information on all our orders, so all shipments can be tracked.
How do I track my order?
Got a Inuteq account?
Tracking your order is easy! Log into your account and check out the fulfilment status that is next to your order. If it has been fulfilled, click onto the order information where you’ll find your tracking information.
As soon as your order has been fulfilled you will receive an email with all the details about your order. There will be tracking information in the email. If you haven’t received an email yet, don’t worry. It normally takes around 24-48 hours for your order to be dispatched.
How do I return items?
You have up to 30 days to initiate your return from the moment your Inuteq order is delivered. Check out the information at our customer support center to ensure you know just how to return your items, it’s easy – we promise!
Can I exchange my items?
Unfortunately, we currently don’t offer exchanges. In order to make the returns process as efficient as possible, we only offer refunds.
We aim to have your return refunded as soon as it has been received back into our warehouse, allowing you to reorder as quickly as possible. This will usually be within 5-7 working days of you posting the return with your chosen returns service.
If you need a different size or colour of an item, you will need to place a new order. You will be notified via email when we have processed your refund.
Have you received my return yet?
Depending on the service you’ve chosen to use to return your item(s), it can usually take up to 14 days to be delivered and processed by our returns team.
We’ll be in touch by email once the return has been processed to confirm your refund.