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FAQ

Delivery

Paid orders are dispatched on the next business day. Delivery services work only on weekdays. This means that orders are not shipped on weekends and holidays.

Delivery times are indicated in a special section. Our work experience with delivery services shows that the times can vary up or down for reasons beyond the control of the store.

During the official holiday period in the Republic of Latvia, and in case of sales or special promotions organized by itk store, the time for order shipping can be prolonged fr om 3 to 5 working days.

The correct shipping cost is automatically calculated and displayed in the shopping cart during checkout. You can find out the approximate delivery time in a special section, following the link.


When shopping with delivery outside of the EU (European Union) countries, you need to find out the local customs clearance rules before ordering. itk store is not responsible for customs clearance costs.

Attention! If you refuse to pay the customs duties, the ordered goods will be sent back to the store after 10 days. You cannot receive a parcel without paying duties. This is a mandatory payment, same as taxes. If you refuse to pay it, the store has the right not to return the money for the costs of return delivery and registration of the import of an unaccepted order back to you.

We would also like to point out that itk store does not lower the real cost of parcels and does not mark orders as gifts.

Each country has its own unique import procedures. If the customs office has any additional questions that are difficult for you to answer, feel free to contact our customer service at [email protected]. Send us your order number and tracking number from the below details. We will make every effort to resolve the situation as quickly as possible.

If you refuse to accept the order and/or pay duties, the purchase will be sent back to the store after 10 days. You cannot receive your parcel without paying duties. This is a mandatory payment, same as taxes. Please pay attention that the store has the right not to return the money for the costs of return delivery and registration of the import of an unaccepted order back to you.

The option to change the shipping address is only available for orders within the European Union. In other cases, changing the delivery address is possible only for those orders that have not yet been submitted to the delivery service.

Paid orders are dispatched on the next business day. Delivery services work only on weekdays. During the official holiday period in the Republic of Latvia, and in case of sales or special promotions organized by itk store, the time for order shipping can be prolonged from 3 to 5 working days.

As soon as the order is shipped, it is assigned a tracking number, which becomes available in the personal account and is sent to the email address provided when placing the order. We strongly recommend that you check your Spam folder before contacting the store's support service. In order to avoid receiving important information from itk store into Spam folder, we recommend adding the email address [email protected] to your email address book.

You can use our service to track orders by clicking Track my order.

Please note that not all delivery services promptly upd ate the data for tracking the parcel. The status is updated only after the parcel has passed all the necessary customs procedures at the terminal in the country of delivery. Don't worry if the status hasn't been updated for several days. This is a standard procedure. Usually all the parcels leave the territory of the Republic of Latvia within 24 hours after the parcel has been handed over to the courier.

All our parcels are insured. If the order did not reach you/was lost - please contact us by email: [email protected]. We are always ready to send a replacement order or make a full refund.

In order for the parcel to acquire the lost status, the courier service must confirm it. You can submit an application after 10 working days from the last unchanged order status.




Returns

If you believe that the received product is of inadequate quality, please contact us at [email protected], specifying your order number and providing photos with a description of the identified defects.

We do our best to process returns and make a decision within 2 working days after the receipt. If you sent the order to the post office instead of ordering courier delivery to the store's address, then the return processing time may increase by 2 working days. Please send your returns so that they are traceable. itk store is not responsible for shipping of the returns.

If the item meets all the relevant requirements, for our part, we will issue a refund within 10 working days from the date of receipt. As a rule, the time for receipt of funds takes from 1 to 5 working days from the date of the return made by the store. We would like to draw your attention that the time of the receipt of funds to the current account depends entirely on your bank and in some cases can reach up to 30 days.

Refunds are only made to the account/bank card from which the payment was made.

itk does not cover any shipping charges other than those caused by a mistake on the part of the store.

In accordance with the store's returns policy, you have 14 days from the date you have received your order to return it. Products purchased during seasonal sales and special promotions, as well as limited edition and capsule collection products are non-refundable.

  • All communication on returns is carried out only via the email address [email protected]
  • Items with preserved saleable condition and consumer properties, namely, unused items with original tags, labels and in original packaging are accepted for return.
  • Items that have been subject to washing/dry cleaning are not accepted for return/exchange.

You can read all the terms and conditions in the Returns section.

We do not reserve goods without prepayment.

Goods exchange is available only for the purchases without promotions and discounts, delivered within Latvia, Lithuania and Estonia. The items must comply with the terms of returns. Otherwise, you can return the goods and place a new order.




Payment

Yes, it is. We use standard SSL encryption to protect your data - the certificate to the left of the website address indicates this. Potentially sensitive information such as your name, address and card details is encrypted so it can only be read on a secure server.

We also inform you that security checks are carried out on all transactions to ensure the authenticity of each payment.

itk accepts payments with VISA and Mastercard bank cards, as well as through PayPal payment system. The entire payment amount is charged (debited) at the time of ordering. All payment transactions are encrypted and completely secure.

When paying for goods using PayPal, we send the parcel only to the registered address.

Please note that for card payments you need the 3-D Secure service provided by the bank as a confirmation of payment for each operation via SMS or push notification of the application. If 3-D Secure is not available, request its connection from your bank.

Payment for all orders at itk store is made only in euros at the internal rate of your bank. itk cannot be held liable for any fluctuations in currency rates or rates se t by banks for converting other currencies into euros.

Prices in rubles and other currencies on the itk website are indicative only.

If a repeated error occurs during the payment, the payment fails, or any other failure occurs, please contact [email protected] and describe your problem.

If the items you ordered disappeared from the website, in most cases this means that the last item of the size remained and the items have been reserved for 10 minutes for the order you created, which is available for viewing and completion in your personal account. You can pay and complete the order from your personal account.

itk store only accepts 100% prepayment of goods.

The prices in a store in Riga and on the itk website are absolutely identical.




Goods

itk store only works with official suppliers and brand representatives. All products presented in the store are genuine.

When delivered to the Russian Federation, the prices for the goods are lower than in other Russian stores, due to the deduction of VAT.

Please use the Sizing Guide tab that can be found in each product page. Every item is individually measured by hand, thus actual garments may vary 0,5 - 1,5 cm from the indicated measurements. It is best to compare this product’s dimensions to the similar clothes you already own.

In case you need any additional measurements, please send your request to [email protected]. We'll be happy to assist you.

All items presented on the website of the itk online store are in stock and available for purchase in a store in Riga.

Subscribe to our newsletter and social network pages to keep abreast of the latest arrivals and other news from the life of the store.

If you have any questions about our products, please contact our support team at [email protected]

itk does not reserve items without prepayment.




Order

If you decide to cancel or change your order for any reason, please notify us as soon as possible by the following email: info[email protected]. We cannot guarantee the order cancellation since the order submitted to the delivery service cannot be canceled and/or changed.

Please describe the problem by contacting us at [email protected], indicating the order number.

The order status is available in your personal account. The status “Paid” means that the order has been accepted and is being prepared for shipment. As soon as the order is submitted to the delivery service, its status will change to “Shipped”, and a notification will be sent to your specified e-mail address with the information for further order tracking.

As a rule, all seasonal sales and special promotions are only temporary and/or related to stock and movement of goods. For this reason, we cannot refund you the difference in value if suddenly the product you purchased gets discounted due to promotion. No promotional codes can be applied retroactively.

You have the right to return the product within 14 days from the date of purchase/delivery and order the product again.

First of all, you need to check the "Spam" folder in your email inbox. Then, make sure you entered your contact address correctly and check the order status in your personal account on the website. If your problem remains unresolved after completing these steps, please contact our support team at [email protected].







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