Uncollected parcels and the fee procedure at iZi-Clean

Information about delivery and pickup points

We would like to explain how our delivery process and pickup options work, so you know exactly what to expect.

Delivery information and shipping times

We ship orders placed before 21:00 (letterbox parcels) and 23:30 (standard parcels) on the same working day. As a rule, your order is delivered within 1-3 working days. However, we depend on external delivery services and therefore cannot guarantee this delivery time.

Orders placed after 23:30 are processed on the next working day. Orders received after 23:30 on Friday or during the weekend are shipped on Monday.

Tracking code for your order

After you place your order, you automatically receive an order confirmation by email. As soon as your parcel is ready for shipping, you receive a shipping confirmation with a tracking code that lets you follow the status of your parcel. We recommend checking it regularly so you stay informed about the expected delivery date and any updates.

What happens if delivery is not possible?

In some cases a parcel cannot be delivered directly to the address you gave. It is then sent by default to a pickup point nearby, where it is held for you for seven days. That gives you the flexibility to collect the parcel at a time that suits you.

Please note that the pickup point does not send a separate notification. We therefore advise you to follow the delivery status of your parcel regularly using the tracking code.

Uncollected parcels

If a parcel is not collected from the pickup point within the stated time, it is automatically returned to us. Unfortunately there are extra costs attached to this return shipment, which we have to pass on to the customer. This helps us avoid unnecessary costs and keep our prices sharp for everyone.

Uncollected parcel – costs and processing at iZi-Clean

Why is my parcel being sent back to the sender?

- Not collected from the service point: your parcel was held for you at a service point for a week, but unfortunately you did not collect it within that period.
- Incorrect address given: it may also be that your parcel could not be delivered because an incorrect address was entered during the order process.

Do you not collect your parcel, for whatever reason? After a week the parcel is sent back to us. Parcels that are not collected go through a different procedure, so the return shipment can take a few days longer than a standard return.

As soon as your parcel arrives with us, we treat it as a return and you receive an email confirming that it has been processed. Would you still like to receive the products? Then you can place a new order in our web shop.

The fee we charge for an uncollected parcel is €9,95. This fee is made up of the actual shipping costs and the "undeliverable return" surcharge that we pay to the delivery company for the extra handling they carried out on your shipment. In addition we charge a small surcharge for the administrative processing of the parcel.

If you gave an incorrect address when placing an order and the parcel cannot be delivered because of that, it also comes back to us. In this case we likewise charge the stated fee of €9,95.

So when you place your order, take care to enter the correct address. Are you having your order delivered to your workplace? Then do not forget to state the company name with the delivery address. Do you have an addition to your street, such as a, b, c, or a floor? Make sure you state this clearly when you place your order.

Comments such as "3rd floor, knock on the door because the bell does not work" unfortunately cannot be processed on the shipping label.

Incorrect address and changes to orders being processed

Once an order is being processed, unfortunately we can no longer make any changes. In this case the only option is to have the order delivered to a pickup point, provided the delivery service allows this change through its own app. We therefore advise you to keep an eye on the carrier's delivery app for any changes or alternative delivery options.

If an incorrect address was given and the parcel was delivered there, we cannot be held responsible or liable for the 'failed' delivery. It is the customer's responsibility to enter the correct address during the order process. So always check the address carefully before you place the order.

The address must be given as follows:

John Doe
Stationstraat 25
6654 CA Amsterdam

Is your address correct and could the parcel not be delivered because of an error by the carrier? Then get in touch with us as soon as possible. We will then log a report in the system of our logistics partner. If the parcel could not be delivered through no fault of your own, we will of course not charge the €9,95 fee.