FAQ
1. HOW CAN I CHANGE MY SHIPPING ADDRESS?
By default, the last used shipping address will be saved into to your iGavel account. When you are checking out your order, the default shipping address will be displayed, and you have the option to amend it if you need to.
2. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times.
The time frame for order delivery is divided into two parts:
Processing time: Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch within 48 hours after the order is placed. No cancellation of orders once orders are placed.
Shipping time: This refers to the time it takes for items to be shipped from our fulfillment center to the destination. International delivery usually takes about 7–30 business days. US orders are shipped by e-packet etc, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 10 and 21 days to arrive at their destination but can take longer from time.
3. Do I have to pay for customs and import taxes?
You may be charged customs duties and taxes for something you bought on iGavel because:
• Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs you pay to the seller.
• When shopping on iGavel, you are buying from overseas sellers which may sometimes require to pay customs duty.
The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with the seller or your local customs authority.
You are responsible to clear VAT/ GST on all purchases made on iGavel. This can be done through the VAT / GST clearance procedure of your local customs authority in your country of residence.
Please note: Customs duties and taxes are never covered by iGavel.
To avoid any unforeseen surprises, please pay attention to the following:
• Contact your local post or customs office to find out more about your country’s customs duties and taxes.
• Import duties, taxed or other customs-related charges are normally collected by the shipping company upon delivery.
• iGavel is not responsible for delays caused by the customs department in your country.
• Additional costs or delays may occur during international trade.
4. HOW DO I ACTIVATE MY ACCOUNT?
The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder.
5. HOW CAN I TRACK MY ORDERS & PAYMENT?
Click on the ‘Track your order’ link at the bottom of the homepage.
6. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we always provide the highest levels of responsiveness to you.
The time frame for order delivery is divided into two parts:
Processing time: Order verification, quality check, and packaging. All orders are sent to the fulfilment center for dispatch within 48 hours after the order is placed. No cancellation of orders once orders are placed.
Shipping time: This refers to the time it takes for items to be shipped from our fulfilment center to the destination. International delivery usually takes about 7–30 business days. US orders are shipped by e-packet etc, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 10 and 21 days to arrive at their destination but can take longer from time.
7. HOW DO I MAKE PAYMENTS USING PAYPAL? HOW DOES IT WORK?
Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to igavelstore.com system for your order.
It's fast, easy & secure.
8. WHAT ARE THE PAYMENT METHODS AVAILABLE?
At the moment, we only accept Credit/Debit cards , Paypal payments, Apple Pay and Google Pay.
9. CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?
Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.
Without a Paypal account, all you need is any Debit/Credit card that is supported by Paypal.
By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.
10. Can I return or exchange item?
Instead of returning items, you can contact us for full refund. Why? Returns run counter to our emphasis on sustainability. Every return has a carbon footprint. So just tell us what went wrong, send along a picture and we will give you your money in full. Then if possible, you can donate your product to a local charity or recycle it.
11. WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)
We take such matters very seriously and will investigate individual cases thoroughly. Any product that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected product and your D.O (Delivery Order) to us at info@igavelstore.com.
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event of damaged product received, we will require photo proof of the affected samples and your D.O (Delivery Order) for us to investigate and review before a decision is made to refund the cost. Any product that falls into this category should not be thrown away before taking photo proof and emailing the proof to info@igavelstore.com
2. In the event of lost mail, we will try to locate the delivery team in the respective country and if there is a clear indication that your order is indeed lost, we will refund the cost to you.
12. WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING SAMPLES?
We take such matters very seriously and will investigate individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at info@igavelstore.com.
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require a short description with photo proof of the item and your D.O (Delivery Order) as well subject to approval, the cost will be credited back to your account.
2. In the event that you receive an expired product, we will require clear photo proof of the product and its expiry date for close inspection and review before a decision is made to refund.
3. In the event that you've received the wrong product, we will require photo proof of the wrongly sent product and D.O (Delivery Order) and after reviewing, we'll refund the cost.
4. In the event you've received your order with a missing item, we will require you to email us a clear photo proof of your D.O (Delivery Order) to info@igavelstore.com and our customer service officer will attend to you to find out more before a decision is made to refund.
13. I AM HAVING PROBLEMS ACCESSING STORE. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?
As Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Store:
1. Microsoft Internet Explorer Version 10 onwards.
Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie
2. Mozilla Firefox Version 10 onwards.
Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/
3. Google Chrome Version 12 onwards.
Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/
In addition, please ensure that your Javascript and Cookie is enabled on your browser.