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ibo-Maraca

Customer Care

IBO MARACA ensures the best, time and quality wise, shipment of products to the indicated destination, being well aware that it is important for the customers to receive an item of excellent quality within the expected time frame.

The shipment of the products is undertaken by SPEEDEX (in Greece) and UPS for countries abroad. In Greece, the products are delivered the next working day from the date of order (2-3 working days for remote areas). In countries abroad, products are delivered within 3-7 working days (standard delivery) or within 1-3 working days (express delivery).

All orders registered on Friday and during weekend are processed on Monday.

The delivery of the products in Greece is between 9:00 and 17:00, Monday to Friday and between 9:00 to 13:30 on Saturday (SPEEDEX).
The delivery of products abroad depends on each country's working hours (UPS).

When the products leave from IBO MARACA’S warehouse, you receive an e-mail informing you that your order is to be delivered and has a specific invoice number.
As far as Greece is concerned, if you use this invoice number on SPEEDEX website, you may follow the process of your order.
As far as countries abroad are concerned, if you use this invoice number at the UPS website, you may follow the process of your order.

When the products arrive on the receipt address you will be asked to sign in order to receive.
If the products arrive to the destination and there is no one to receive, then SPEEDEX (in Greece) and UPS (countries abroad) will leave a note explaining where your order is located and what to do to have it delivered again. They will make a second attempt to deliver the package and if this is not possible, they will contact you to organize delivery on another day.
ΙBO MARACA undertakes high standard quality controls in order to ensure that the products reaching the hands of the customers are in an excellent quality condition. In case you notice a defect in the product, please complete in detail the Return Form, found in the packaging, prior to returning the product to us. We shall answer to your e-mail by sending you an Authorization Mail.

If an ordered item is missing, please contact Customer Services customer.service@ibo-maraca.com

VAT is included (where applicable) in the indicated prices.

IBO MARACA delivers in work addresses as well.
We should mention that when delivering at work, we deliver at the work address and not the person who placed the order. We therefore consider important that there is someone trustworthy, if not the client, to receive the product.

Greece

Free delivery of items
Delivery period: The next working day
(2-3 days for remote areas)
Carrier: SPEEDEX

Abroad (EU)

Standard Delivery: From 24,00 €
Delivery period: 3-7 working days
Express Saver Delivery: From 38,00 €
Delivery period: 1-3 working days
Carrier: UPS

Abroad (Non EU)

Express Saver Delivery: From 45,00 €
Delivery period: 2-4 working days
Carrier: UPS

Please note: All orders registered on Friday after 12:30 (local time) and during weekend, are processed on Monday.
Delays may occur during public and national holidays.
The shipping costs above are those for 1 item only. Shipping cost for more than 1 item is noted during checkout procedure.

1. What is the Returns Procedure?

From the product’s receipt date you have 14 days at your disposal to decide whether you wish to return it. In case you want to return all or part of your order, please follow the steps bellow:

1.1 All returns must be notified within 14 days of delivery. Upon receiving your goods, we advise you try them on straight away. If you chose to return any items, so that we can have your new goods out to you as soon as possible, please do the following.

Item/s must be unworn and unwashed in the original sellable condition. All labels and packaging must be in their original condition.

1.2 Email returns@ibo-maraca.com to notify us of what you will be returning and the reason so we can authorize your return. Please quote your invoice number and date. If you wish to make an exchange in size - let us know and we will do our best to assist you.

1.3 After you have received our Authorization email download and complete the Returns Form.

1.4 Securely package the items, that must be unworn and unwashed in the original sellable condition. All labels and packaging must be in their original condition.

1.5. Enclose your receipt or confirmation email with your item. Please note orders returned without these documents will not be accepted.

1.6. We recommend shipping the package through a tracked service;

1.7. National Exchanges: Size and style exchanges are allowed. In the occasion of an exchange in size or in style for a different one you have send us an email (returns@ibo-maraca.com) to notify us of what you will be returning and the reason so we can authorize your return and then send us the product back by filling the appropriate details in the returns form and the new product will be dispatched as soon as possible, if available. Please be aware that we can exchange the same item for a different size or style only once.
Exchanged products (size or style) will be delivered nationally for FREE!
In the occasion of no availability in the preferred size or style we will proceed with the refund’s procedure. In this case you shall solely bear the immediate cost of returning the product to us.

International Exchanges: Size and style exchanges are allowed. In the occasion of an exchange in size or in style for a different one you have to send us an email (returns@ibo-maraca.com) to notify us of what you will be returning and the reason so we can authorize your return and then send us the product back by filling the appropriate details in the returns form and the new product will be dispatched as soon as possible, if available. Please be aware that we can exchange the same item for a different size or style only once. Exchanged products (size or style) will be delivered internationally to the consumer’s expense!
In the occasion of no availability in the preferred size we will proceed with the refund’s procedure. In this case you shall solely bear the immediate cost of returning the product to us.
All international shipping costs are to the consumers’ expense!»

1.8 Special orders (written initials etc.) will not be refunded or exchanged. Sale products will not be refunded or exchanged.

2. Have you received the returned item?

When the returned product is delivered to IBO MARACA’S warehouses, you will receive an e-mail informing you of the receipt.

As far as Greece is concerned, if you haven’t received the informative e-mail within 5 working days from the time of dispatch, please contact Customer Service returns@ibo-maraca.com

With regards to overseas countries, if you haven’t received the informative e-mail within 10 working days from the time of dispatch, please contact Customer Service returns@ibo-maraca.com

In order to perform your right of withdrawal you should return the product in the perfect condition in which you received it, that is to say with the original packaging and tags intact and by confirming that the special signs of the product have not been removed or altered. In addition, together with the submission of the withdrawal statement, you shall include the payment receipt. Return shall be accepted solely upon approval on behalf of the company.

From the time you send the product, IBO MARACA will receive it within 1-2 working days if you are returning it from Greece with SPEEDEX or within 3-5 working days if you are returning it from abroad with UPS. In case you chose other carriers we cannot guarantee the receipt time of the returned products. Returns shipped outside our return window or received with visible signs of wear and tags missing will be shipped back to the customer at their expense.

After receipt, we will immediately examine your request and notify you via e-mail on the actions taken.

Once the items have been received they will undergo a quality review and once cleared, you will either receive an Authorization or Rejection email.

All goods will be inspected on return. We try hard to accept all returns. Merchandise which is NOT in new condition, and has been damaged, washed, mishandled, or is missing the tags or the original packaging will not be refunded and will be sent back to the purchaser. No credit will be issued and the purchaser will be charged for the return shipping costs. We reserve the right to refuse refund services to anyone who makes excessive returns.

Note: all items should be returned in their original quality condition and the labels should not have been removed. In case we note a non-expected default on the item during quality control, Customer Service will contact you regarding the appropriate procedure.

The returned items should be sent to the following address:

IBO MARACA P.C
8-10 Nikitara street
106 78 Athens
Greece
Tel.: +30 210 6236413

3. What is the Refund procedure

In case of a return of a product, and depending on both the method you chose to pay your order and the way such product would be returned, refund of payment shall be concluded within 14 days from the date we shall receive the product

The responsibility for returning the product to the IBO MARACA’S warehouses is exclusively that of the customer. This is why you should make sure the product is properly packaged when returned.

Please note, items bought on sale will not be refunded or exchanged.

Items specially ordered (written initial etc.) will not be refunded or exchanged.

We do not refund postage charges for goods returned and your own return postage costs are not refundable. However, in case you receive a faulty or damaged item, we will refund the price of the faulty product in full, any applicable delivery charges and any reasonable costs you incur in returning the product to us.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through IBO MARACA. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

4. The item has been returned, I have been compensated - reimbursed the item’s value, but I haven’t been compensated for the shipping fees.

Reimbursement on the item’s value doesn’t include shipping fees.

5. The item has been returned but I have been compensated - reimbursed for the wrong amount.

In case you have been compensated – reimbursed for the wrong amount, please contact Customer Service (returns@ibo-maraca.com)

Note: You are reminded that return fees are the customer’s responsibility.

1. How do I look for a product?

There are various ways to look for a product at our online store:

  • Browse through the different sections of our online store.
  • Use the icons located at the upper left side of our online store’s homepage

Once you have found the product of your choice that you wish to buy, click on the ADD TO CART button and follow the instructions mentioned on every page you open (e.g. payment details and delivery address). Then you can complete your purchase in an easy and secure manner.

2. Do I need to create an account in order to purchase a product from your online store?

Yes, you need to create an account in order to make purchases on our online store. This is a necessary procedure because otherwise, every time you make a purchase you would have to complete all your personal details all over again. Moreover, if you don’t own an account you wouldn’t be able to be updated on the status of your order and receive a newsletter from our online store.

You can immediately create your own account by clicking here or initiate the selection and purchasing procedure and then complete your personal details prior to payment. Chose the payment method that is most convenient for you and follow the consecutive steps that will appear on your screen.

3. How can I edit the details of my account on your online store?

Since you have created an account at our online store, you can edit any personal details, except your password, by clicking Login and during your order placement, by clicking Edit. Once you have edited the chosen details, press Save in order to save all the entered details. If you don’t press Save, then the new details you have entered will be lost and our system will maintain your old details.

4. Is there a size guide for your products?

We want all the products that you buy from our online store to be the right size for you. This is why we have created a detailed size guide that will help you choose the right size for the item you have selected.

5. How do I subscribe to receive the company’s newsletter?

In order to subscribe to the company’s newsletter, click on the Newsletter option, found on our online store and complete the special form.

6. What are the payment methods for the purchases I wish to make?

The payment methods you can use in order to make your purchases are the following:

  • Payment on delivery (only for customers in Greece)
  • Credit Card (VISA, Mastercard)
  • PayPal
  • Bank account deposit

IBO MARACA has taken all the necessary measures in order to ensure for the maximum safety of your personal data.

7. Can I cancel an order?

In case you would like to cancel your order please contact as soon as possible after the order completion and we will do our best to help you. In any case order cancelations need to take place up to the moment the order is processed by our sales team.

Beyond that point no cancellation will be accepted.

8. How do I use the option ADD TO THE WISHLIST?

If you like certain products and you wish to store them without purchasing them, so that you don’t have to look for them the next time you visit our online store, use the ADD TO WISH LIST option. The next time you log in, by clicking on the WISHLIST option, you will be able to see your favorite products. Then by clicking on any of the products in your WISHLIST you are automatically directed to the page containing all the details on that product as well as information on whether it is available.

Ibo-Maraca is an exotic, elegant brand, which includes high quality handmade hats with 100% Toquilla straw from Ecuador.

Each hats requires up to eight hours to weave. Every ibo-Maraca hat is a piece of art, created and signed by distinguished Greek artist, who are focused on quality craftsmanship. Each item is detailed with unique artwork. We have carefully selected the materials and ornaments for this hat. We only use fade proof, waterproof colours suitable for natural fibre.

Ibo-Maraca products are identifiable by several characteristics that differentiate them distinctively from any imitations: All hats carry the red pom-pom -an ibo-Maraca trademark- are embroidered with the ibo-Maraca logo and have a unique band inside and outside of them (leather or horse hair).

All hats come in a special gift box.
Colours may vary due to the uniqueness of each hand painting.
Made in Greece.

HANDLING:

  • Handle your hat with hands by the brim – NOT by the crown.
  • DO NOT fold or scrunch the hat, as it will damage the shape and potentially crack the straw.
  • Do not wear in the rain. If your hat gets wet, handle with extreme care until it dries.

CLEANING:

  • Dust your hat regularly with a soft brush.
  • Rub stains gently with a damp cloth and mild soap, then wipe dry with a soft towel.

RESHAPING:

  • To return your hat to its original shape, steam it by holding it above boiling water and reshape with your hands.
  • For the brim, you may iron it under a slightly damp cloth at a low temperature.

STORAGE:

  • Store your ibo-Maraca with crowns supported, preferably in its purchase box, in a warm dry place.

You can also stuff the crown with tissue paper, and store the hat in a plastic bag. Do not rest your hat on the brim snapped down, turn the brim back to its original state.