Shipping Policy

Order Processing

Regular orders are prepared and handed over to the carrier within a maximum of 3 business days after payment has been confirmed.

Business days exclude Saturdays, Sundays and statutory holidays.

Special orders, personalized items, made-to-order products or large-quantity orders may require additional processing time. When possible, the expected timeframe will be stated on the product page or communicated to the customer.

Delivery Times

Delivery times shown at checkout are estimates provided by the carrier. They begin once the order has been shipped and are in addition to the order processing time.

IQ Design cannot guarantee a specific delivery date. Delays may occur due to the carrier, weather conditions, peak shipping periods, customs processing or circumstances beyond our control.

A shipping confirmation email will be sent once the order has been handed over to the carrier. When tracking is included with the selected shipping service, the tracking number will be provided in that email.

Shipping Address

Customers are responsible for carefully reviewing their name and shipping address before completing their purchase.

IQ Design is not responsible for delays or delivery issues caused by an incorrect or incomplete address provided at checkout.

If a package is returned to us because of an incorrect address, refused delivery or failure to collect the package, additional shipping fees may be charged before the order is sent again.

Delayed, Lost or Marked as Delivered Packages

If tracking shows that a package is still in transit, customers should allow a reasonable amount of time before contacting us, as carrier delays do not necessarily mean that the package is lost.

If a package is marked as delivered but cannot be located, customers should first:

• check around the delivery address;
• ask other members of the household;
• check with neighbours, reception staff or the local post office;
• contact the carrier using the tracking number.

If the package still cannot be found, please contact us at [email address] and include your order number. We will review the situation with the carrier.

Damaged Packages or Incorrect Orders

If a package arrives damaged, incomplete or contains an incorrect item, please contact us within 7 days of delivery.

Please include:

• your order number;
• a description of the issue;
• clear photos of the item;
• photos of the packaging and shipping label.

Depending on the circumstances, IQ Design may offer a replacement, store credit or refund.

International Shipping

International orders may be subject to customs duties, import taxes or administrative fees charged by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fees and remain the responsibility of the customer.

Customs processing may also extend the delivery timeframe.

Order Changes and Cancellations

Because orders are prepared quickly, we cannot guarantee that an address, item or order can be changed or cancelled after the order has been confirmed.

Please contact us as soon as possible. Orders that have already been prepared or handed over to the carrier can no longer be modified.

Applicable Rights

We make every effort to prepare and ship orders within the stated timeframe. This policy does not limit any rights provided under applicable consumer protection laws.