Q&A

Ordering / Payment / Delivery

Shipping; do I have to pay delivery costs or customs fees?

If you order over 50,- euro in our webshop you will not pay any delivery costs for the Netherlands. We charge 4,95 euro shipping cost for a order with a value below 50,- euro. For shipment outside of the Netherlands we will charge adjusted shipping costs:

  • Belgium: €5,95, free shipping by an amount over €50,-
  • Germany: €6,95, free shipping by an amount over €50,-
  • Luxembourg: €6,95, free shipping by an amount over €80,-
  • United Kingdom: €6,95, free shipping by an amount over €80,-
  • France: €7,95, free shipping by an amount over €80,-
  • Denmark: €7,95, free shipping by an amount over €80,-
  • Austria: €7,95, free shipping by an amount over €80,-
  • Italy: €9,95, free shipping by an amount over €100,-
  • Spain: €9,95, free shipping by an amount over €100,-
  • Sweden: €9,95, free shipping by an amount over €100,-

In addition, if you live in another country, you can order Innr products through a local (online) retailer, such as amazon. Find an overview of online shops here.

I have placed two orders, but only received one. What now?

We strive to send both orders simultaneously. However, it may happen that the time between the first and the second order is too long and we cannot send them together. Or it may be that some of the products are out of stock. Your second order will arrive as soon as possible. In case it takes too long, please contact us at service@innr.com

My order has arrived but is not complete. What now?

Sorry for that! Please send an email to service@innr.com indicating which product is missing and how we can reach you. We will find out what went wrong. It may be that the product was out of stock. If you want to call us, please dial +31 35 744 03 88. We will get back to you as soon as possible. We apologise for any inconvenience caused.

A product in my order has arrived broken or damaged. What now?

Sorry for that! Please send an email to service@innr.com indicating which product is broken or damaged and how we can reach you. We will contact you to arrange that you can return the product to us free of charge, and we will ensure that you receive a new product soon.

I have not yet received my order. What should I do?

In general it takes two days before your order is delivered. If you placed your order during the weekend, you should expect your order by Tuesday. If that did not happen, please contact us via service@innr.com. We will solve it as soon as possible.

Can I track my order on the Internet?

Yes, you can. When you place your order you will receive an email with the details of your order and the invoice. When the goods are shipped, you will receive another email with a “Track & Trace” link, with which you can follow your delivery. The status of your delivery can always be viewed on the website, under “My innr”.

Who delivers my order?

In the Netherlands, delivery is done by PostNL. Outside the Netherlands it will be another delivery company.

How long does delivery take?

Time between ordering and delivery is approximately two days within the Netherlands. Please take into account that orders placed during the weekend will be delivered after Tuesday. Orders that have to be delivered outside of the Netherlands may take longer.

Why is „Mollie Payments Foundation“ on my bank statement?

Mollie takes care of handling your payment and transferring it to our webshop where you placed the order.

In which ways can I pay?

You can pay securely online with:

  • iDeal
  • PayPal
  • Credit card (Maestro and Visa)
  • Carte Bancaire
  • Belfius Direct Net
  • EPS
  • Giropay
  • Bancontact
  • ING Home’Pay
  • SOFORT Banking
  • KBC/CBC Payment Button

Is it possible to pay with Carte Bancaire / Carte Bleue?

Yes. Paying with Carte Bancaire works the same as paying via Mastercard and Visa. Choose the option “Credit card” in the payment screen. Then enter the card details and click „Pay“.

Where can I buy Innr?

Innr can of course be purchased via our webshop. But Innr is also for sale at these selected stores in the Netherlands, Belgium, Germany and France. Go to Where to buy to find a point of sale in your area.

 

Change / Return / Cancel

Until when can I return my order?

Part of your legal rights as a consumer is the Right of Withdrawal. You may, without giving any reasons, recall your purchase within fourteen (14) days after delivery. You can do so by filling in the form which you will find in your personal account (on the website) next to your order. Innr will refund the money within fourteen (14) days after receipt of the returned goods done in accordance with Innr’s instructions (original package, manuals, documents and accessories). You will only pay for the return shipment costs; please hand the package over to the nearest PostNL agent. During the Right of Withdrawal period you will have to take care of the products, its manuals and package so that if they are returned, they are returned in the original state with all manuals etc.

Return (at Innr’s request)

If Innr asks you to return a product or order, Innr will pay for the expenses. We will send you an email with a label which needs to be placed on the box holding the products to be returned. You can drop the package off at the nearest PostNL agent free of charge, or we will see to it that the package is picked up at your address, whichever is most convenient for you.

I want to cancel (part of) my order and return (on my own initiative)

Via your personal page on “My Innr” you indicate which part of your order you want to cancel. Return your package in its original packaging to the original shipping address on the shipping box, in the name of Innr Lighting B.V.

If you cancel an order or part of the order yourself and therefore want to return, the costs of the return are for you. You must return the order or part of the order to us in the original packaging. For example, you can do this with PostNL. See PostNL rates.

As soon as your order has been returned we will arrange for a refund of your order amount. You will then receive a credit note by e-mail. Repayment takes 5 workdays on average.

We would like to hear the reason for your cancellation. We’d appreciate it if you send us a message about this. This can be done at service@innr.com.

I want to change a product. How does that work?

You can change within 14 days via your personal page on “My Innr”. Here you cancel the part of your order that you want to exchange. We will refund that specific item. You will receive a credit note by e-mail as soon as we have received the product concerned. This can be done at the original address that was on the transport box. Then order the product that you want in our webshop and pay for it. You will receive a new invoice for this by e-mail and we will send the ordered product to you.

I (partially / completely) returned my order to Innr, but I have not received the refund yet. Now what?

As soon as we receive the return shipment and check the status of it, we will send you a credit note and refund your money. It may take up to 14 days before the money is refunded.