A question ?
Search through the FAQ. You will find the most frequently asked questions and their answers below.
Delivery
What is the delivery time?
Delivery times may vary depending on your location and the specific requirements of your order. We aim to process and dispatch orders as quickly as possible. However, it is important to note that delivery times may vary depending on product availability and import procedures specific to each country. When you place your order, we will be able to give you an estimated delivery time.
How much does delivery cost?
The price of delivery is included in the quotation that we provide to our customers on request. When you submit a quote request, our team takes into account several factors, such as the weight and size of the parcel, the type of transport chosen and the delivery destination, to calculate the delivery charge.
We work closely with reliable logistics partners and strive to negotiate the best possible rates to offer you cost-effective and secure delivery options.
What countries do you deliver to ?
At Ima-x, we provide international shipping to meet the needs of our customers worldwide¹ ². Whether you are located in Luxembourg, Europe, America, Asia or Africa, we can arrange delivery of your order to your specific location or to the nearest international airport.
Our logistics network and shipping partners enable us to ensure reliable and secure delivery to many countries. When you place an order and provide us with the necessary details, such as the delivery address, we will arrange for your parcel to be shipped to your chosen destination.
¹ cfr FATF Luxembourg
² Except countries at war
Can I track my parcel ?
Yes, you can track your parcel. Each parcel sent by Ima-x has a unique tracking number, so you can follow its progress to its final destination.
What should I do if my parcel is damaged ?
1. Check the parcel, depending on the condition of the goods:
-Either write on the delivery receipt "DAMAGED GOODS" or
-Refuse the parcel(s).
2. Contact our customer service department within 24 hours of delivery, clearly explaining the situation. They will find a solution.
What should I do if the parcel is intact but one or more items are missing ?
*If you notice that one or more items are missing from your parcel despite its intact condition, we recommend that you contact our Customer Service department. Our team will be happy to assist you and find an appropriate solution to this situation. Please provide us with all the relevant details so that we can quickly resolve the problem and offer you complete satisfaction.
Order
How do I place an order?
To place an order, please follow the steps below:
1. Go to our website and browse the different product categories or use the search function to find the product you are interested in.
2. Once you have identified the product you want, click on it to access its details page.
3. On the product page, you'll find a button or section that says "Request a quote". Click on this button to open the quote request form.
4. Fill in the quotation request form with the required information, such as your name, e-mail address, quantities required, special specifications, etc.
5. Our team will process your request as quickly as possible and send you a quotation by e-mail. The quotation will include all the necessary information, including the price of the product, delivery details and other relevant conditions.
If you have any further questions or special requirements, please do not hesitate to contact our customer service team, who will be happy to help.
Return
What is your returns policy?
Goods can only be returned after written agreement and must be returned in perfect condition, in the original packaging and within a maximum of 5 working days of receiving authorisation. You are responsible for the costs and risks of returning the goods.
Payments
What payment methods and terms are available?
Payment methods and terms vary depending on various factors, such as the type of customer and the commercial agreements made.
When you request a quote on our website, we will provide you with all the necessary information, including specific details of payment terms.
Products
How can I get more information about a product ?
To obtain additional information about a product, you can consult the product page on our website. We already provide a lot of detailed information such as technical characteristics, specifications, features and product images.
However, if you need more information or have specific questions, our customer service team is at your disposal. You can contact them by telephone on +352 95 75 52 or by e-mail at info@ima-x.com.