Unclaimed packages and the associated fees Izi-clean
Information about Delivery and Pickup Locations
We would like to inform you about 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 9:00 PM (letterbox packages) and 11:30 PM (standard packages) on the same business day. As a rule, your order will be delivered within 1–3 business days. However, we rely on external delivery services and therefore cannot guarantee this delivery time.
Orders placed after 11:30 PM will be processed the next business day. Orders received after 11:30 PM on Friday or over the weekend will be shipped on Monday.
Tracking code for your order
After placing your order,
you will automatically receive an order confirmation via email. As soon as your package is ready for shipment, you will receive a shipping confirmation with a tracking number that allows you to track the status of your package. We recommend checking this regularly to stay informed about the expected delivery date and any updates.
What happens if delivery isn’t possible?
In some cases, a package cannot be delivered directly to the address you provided. In that case, it will be sent to a nearby pickup location by default, where it will be held for you for seven days. This gives you the flexibility to pick up the package at a time that suits you.
Please note that no separate notification regarding the pickup location will be sent. We therefore advise you to regularly check the delivery status of your package using the tracking code.
Unclaimed Packages
If a package is not picked up at the pickup point within the specified time, it will be automatically returned to us. Unfortunately, there are additional costs associated with this return shipment, which we must pass on to the customer. This helps us avoid unnecessary costs and keep our prices competitive for everyone.
Unclaimed package – costs and processing at
Why is my package being returned to the sender?
- Not picked up at the service point: your package was held for you at a service point for a week, but unfortunately, you did not pick it up within that period.
- Incorrect address provided: It’s also possible that your package couldn’t be delivered because an incorrect address was provided during the ordering process.
If you don’t pick up your package for any reason, it will be returned to us after one week. Unclaimed packages follow a different procedure, so the return process may take a few days longer than a standard return.
As soon as your package arrives at our facility, we’ll treat it as a return and send you an email confirming that it’s been processed. Would you still like to receive the products? Then you can place a new order through our online store.
The fee we charge for an unclaimed package is €9.95. This fee consists of the actual shipping costs and the “undeliverable return” surcharge, which we pay to the delivery provider for the additional steps they took regarding your shipment. In addition, we charge a small fee for the administrative processing of the package.
If you entered an incorrect address when placing your order and the package cannot be delivered as a result, it will be returned to us. In this case, we will also charge the aforementioned fee of €9.95.
So please make sure to enter the correct address when placing your order. Are you having your order delivered to your workplace? Don’t forget to include the company name in the delivery address. Does your street have a suffix, such as a, b, c, or a floor number? Make sure to clearly indicate this when placing your order.
Comments such as "3rd floor, knock on the door because the doorbell doesn’t work" unfortunately cannot be included on the shipping label.
Incorrect addresses and changes to orders in processing
Once an order is in processing, we unfortunately cannot make any further changes. In this case, the order can only be delivered to a pickup location, provided that the delivery service allows this change through its own app. We therefore recommend that you keep an eye on the carrier’s delivery app for any changes or alternative delivery options.
If an incorrect address was provided and the package 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 ordering process. Therefore, always check the address carefully before placing your order.
The address must be entered as follows:
John Doe
, Stationstraat 25
665
4 CA Amsterdam
. Is your address correct, yet the package cannot be delivered due to an error by the carrier? Pleasecontactus as soon as possible. We will then file a report in our logistics partner’s system. If the package could not be delivered through no fault of your own, we will of course not charge the €9.95 fee.