FAQs - Frequently Asked Questions
Click on any of the following subjects:
- USER INFO
- ABOUT IMBORRABLE®
- I DONT REMEMBER MY PASSWORD, WHAT CAN I DO?
Don’t worry, it happens to all of us ;-)
First enter the "Recover Page". Type down the email you used to sign up to your account. We will send you an email automatically. Open it and click again on the confirmation link you will find inside to receive a new email with a new password on your inbox.
- HOW DO I ADD A NEW ADDRESS?
Once you signed up in our website, you can add multiple address through the "My Account" menu. Be Smart and include your working address, your parents house, your girlfriend’s, boyfriend’s or any one you may use to receive your delivery. Just click on "My Addresses" and later on the "Add a new address" button.
- WHAT IS A WISHLIST? HOW DO I CREATE ONE?
Our online store allows you to create "Wishlists" to save products you like the most. Pay attention to the product page, there you can find a link with the text “Add to my Wishlist”. By clicking on it you will add the item to your Wishlist. Make sure you create a new Wishlist inside the "My Account" menu before you start adding items.
- WHAT DO YOU DO WITH MY PERSONAL INFO?
All the information you provide to Imborrable® will be only used to deliver your order. Our website has a SSL security certificate. We will keep your info safe. We don’t store any financial or bank data introduced to purchase your order. This guarantees that your purchase is safe and reliable. If you have any other doubts we invite you to check our "Private Policy" or the "Payment and Delivery" section.
- HOW DO I CHANGE MY PASSWORD OR MY PERSONAL INFO?
Do you need to change your password? Have you changed your name, telephone or postal address? You can update all this info by entering the "My Personal Data" section, inside the "My Account" menu.
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- HOW CAN I KNOW IF A PRODUCT IS OUT OF STOCK?
If you enter the product page, there’s always a stock indicator above the Price. If there are still some units remaining you’ll see a green indicator • nearby the text "In stock". On the other hand if the product has run out of stock, there will be an orange indicator displaying • nearby the text "This product is no longer available". When all units from one product are sold out, you will not be capable of adding one to your basket, as the bottom and the link will not appear inside the product page.
- CAN I CHECK MY ORDER STATUS?
From the moment the purchase is done, until you have your order in your hands, this one will pass through some different phases: “Payment accepted”, “”In preparation”, “Shipped” and ”Delivered”. If you need to check your order status, please visit your “Order History” section inside the "My Account" menu.
- CAN I MODIFY MY ORDER?
Unfortunately, once the purchase is made, we are not able to change, add items or update any order. Please contact us through our “Contact Form” if you need so, to check if we are still on time.
- HAVE I PURCHASED CORRECTLY, IF I HAVEN’T RECEIVED ANY CONFIRMATION EMAIL?
If you made it to the last step of your shopping process, introduced your credit card or your Paypal data, but no mail has arrived to your email inbox, or none payment confirmation page has displayed, please contact us through our “Contact Form”. It is almost impossible for it to happen but it’s better to check your order has not arrived than to duplicate it.
- ¿CAN I COMBINE TWO DIFFERENT ORDERS?
No, unfortunately we cannot combine to different orders. Each one will be prepared and shipped separately.
- HOW CAN I DOWNLOAD MY ORDER RECEIPT OR AN INVOICE?
If you need a receipt from your order, just enter the “My Account” menu and click on the “Order history” section. Inside you’ll find all orders purchased with us listed for you, and you’ll be able to download their receipts. On the contrary if what you need is an invoice, please contact us through our “Contact Form".
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- WHERE IS MY ORDER?
All our orders are shipped certificated and insured, allowing us to track the package location in every moment. To locate your order, please access the “My Account” menu, and click on the “Order History” section. There you’ll find all of your order details, including the tracking number and the carrier website to locate your purchase.
- WHY DOES MY ORDER HAVE MORE THAN ONE TRACKING NUMBER?
All our online orders have at least two different numbers assigned to them. One is the “Order number” (ex. QUXALJUEQ) and the second one is the “Tracking Number” (or Tracking code) to locate your order once it has been delivered to the carrier. If all of your purchase products are shipped under one package, then you’ll only have one tracking number. On the contrary, if your order contains any item that needs to be shipped separately, then you’ll get a tracking number for each package shipped. The Order Number references all the products in a purchase, while the Tracking Number references the delivered packages.
- IS MY ORDER INSURED?
Yes. All our orders are shipped certificated and insured with a lost or damage insurance. Please, take into account that once the package has been correctly delivered under a destination signature, its no longer insured, and we cannot take the responsibility for the use it has later.
- CAN I CHANGE THE DESTINATION ADDRESS ONCE I’VE ALREADY PURCHASED MY ORDER?
Once the order has already been purchased, it will be prepared and delivered in a 24h period. If you contact our Warehouse Team through our “Contact Form” before that time, maybe we can still help you to set a new destination.
On the contrary, if the order has already been dispatched, unfortunately we will not be able to change the destination address without a new shipping fee. Please, be sure your destination address is correct before you purchase your order.
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RETURNS AND REFUNDS
- WHAT ARE YOUR RETURNS AND REFUNDS TERMS?
In Imborrable®, if you are not happy with your purchase, we will be really pleased to accept the return, excluding the shipping costs. Returns must be announced in a 14-day period after your order has arrived. It is indispensable that products are still wrapped in their original packaging and have not been opened. If you wish to return a purchase please, contact us through our “Contact Form” selecting the “Returns and Refunds” subject.
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- HOW DO I PAY ON YOUR ONLINE STORE?
In our online store we only accept credit card payments (through our ING DIRECT virtual terminal platform) or through a Paypal account. Please, don’t forget to check our "Secure Payment and Deliveries" section if you need more info.
- I’VE GOT AN AMERICAN EXPRESS CREDIT CARD, HOW CAN I PURCHASE?
Our ING DIRECT virtual terminal accepts Visa, Visa Electron, Mastercard or Maestro payments, but it doesn’t accepts American Express credit cards. If you wish to use this last credit card we recommend you to select the Paypal option. It will not be necessarily to create a new account to purchase. On the last shopping step, select PAYPAL as your payment method, and when you are redirected to their platform you will have the possibility to pay without creating a new account.
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- HOW CAN I CONTACT YOU GUYS?
You can contact us through our “Contact Form” or writing us to firstname.lastname@example.org. We will be really happy to hear from you.
- HOW CAN I WHOLESALE YOUR PRODUCTS?
If you want to know a little more about our Project, about our products or if you believe they totally match in your store, don’t hesitate and write us through our "Contact Form" or to email@example.com. Don’t forget to include a brief description and a pair of pictures from your store. We will be really happy to help you.
- DO YOU PRODUCE BESPOKE NOTEBOOKS?
Sure! We produce Bespoke A5 and 9x14cm sized Pocket Notebooks for at least 250 units. Check out our "Bespoke" section to know a little more info.
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