Shipping and Returns Policy

Shipping

 

Where we Ship

We ship from the UK to the UAE, USA and within the UK. Please see information regarding shipping costs and times below. 

Courier 

For UK orders, we ship via a Royal Mail signed for service, and for Rest of World orders we ship using DHL. A signature, as a proof of receipt, is required for peace of mind.  

Packaging

Each order is posted with signature ISSOIR wrapping, consisting of a dustbag, tissue, ISSOIR box and finished with ribbon. Due to the high value of pieces, a discreet plain outer packaging is used. 

 

Duties and Taxes

International customers (shipping outside the UK) are responsible for all import duties, taxes, and any other customs-related charges. These fees are not included in the purchase price or shipping costs. The amount of these charges will vary by country and are determined by your local customs authorities.  

For further clarity, we recommend contacting your local customs office for detailed information before placing your order. As these charges are your responsibility, we cannot offer reimbursements for these expenses. 

Shipping Times and Costs

All delivery times provided are estimates. While we will work our upmost to ensure your order arrives within the estimated timeframe, actual delivery times may vary due to factors beyond our control, such as customs delays. Please see below estimated dispatch and delivery times. 

Ready to Wear Order

Each order is hand wrapped with care. Please allow 1 –2 working days from order for your pieces to be shipped. If you need your order by a specific date, please email: customerservice@issoir.com and we will do our best to assist. Orders placed on weekends or UK holidays will be processed the next business day. Please see estimated delivery times from when your order has shipped, below. 

 

Region	Courier	Shipping Cost	Estimated Shipping Times	Duties and Taxes
UK	Royal Mail	Complimentary	1 –2 working days from shipment
USA	DHL	26 USD	3-5 days from shipment	Please note the customer is responsible for all duties and taxes
UAE	DHL	95 AED	3 – 5 days from shipment	Please note the customer is responsible for all duties and taxes

When your order has been shipped, you will be provided with a tracking number to track its progress. A signature will be required due to the high value of ISSOIR pieces. 

Pre-order

Please see our pre-order FAQs, including estimated shipping times here.

 

Please note: 

We do not deliver to freight forwarding addresses, hotels, or PO Boxes.

All shipping times provided are estimates

Some shipping exceptions apply to certain UK postcodes, please up to five working days longer than estimated shipping times for delivery to these postcodes:

Postcode

AB10-AB23, AB30-AB56, BT1-BT94, DD5-DD14, EH31-46, FK3-FK9, G63-84, IM1-IM99, IV1-IV63, KA1-KA26, KW1-KW17, KY8-KY16, ML7-ML12, PA20-PA78, PH3-PH50, SY3-SY25, TD2-TD14 PA29-PA31, PA62-PA72, PA74-PA75, PA80, TR21-TR25 KW11-KW14, PH36-PH38, PH41 HS1-HS9, KA27-KA28, KW15-KW17, PA41-PA61, PA73, PA76-PA78, PH42-PH44, ZE1-ZE3

Returns

Orders may be returned within 28 days of shipping, provided the return conditions specified below are met. Should you wish to return an item, please contact: customerservice@issoir.com within 14 days of shipping to advise of the return so that the process may be initiated and the correct documentation and label may be provided. 

Please be advised that the customer is responsible for the cost of the return, and that any duties or taxes paid will not be refunded, only the cost of the product.

Country	Returns Cost
UK	10 GBP
UAE	95 AED
USA	26 USD

Cancellations

You have the right to cancel your order. Your cancellation right begins on the date you place your order and ends 14 days after the date you receive your order. You then have a further 14 days to return your order to us. Please refer to our Terms and Conditions for more information.

Refunds

Refunds will be credited to the purchaser's original method of payment. 

Upon receipt of a return, we will process the refund as soon as possible, upon return conditions being met. We estimate refunds will be made by your payment method provider within 7-10 working days of refund. 

Any international customs duties and taxes paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only. 

Please retain your shipping note until you have received your refund. 

Working days are Monday to Friday, excluding UK public holidays. 

Exchanges

Currently orders cannot be exchanged online. Please return your order to us within 28 days of the shipping date, ensuring that the return conditions are met. A new order can be placed at any time.

Conditions

Purchases must be returned from the country to which the order was originally shipped.

Items must be unused in their original condition, with all tags attached and any related accessories or instruction booklets included and where applicable, with all complimentary gifts included in the order.

Incomplete, damaged, worn, soiled or altered returns, or anything we reasonably believe has been used, will not be accepted and therefore sent back to you. Where an item is supplied with a hygiene strip, the item can only be returned if the hygiene strip has not been removed and remains intact.

Order Amendments

Your order will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.

In certain circumstances, we may be able to cancel your order before it has been shipped. To find out if your order can be cancelled please contact us as soon as possible after placing your order.

We are unable to combine orders, change sizes, edit your billing or shipping details or add items to an order once it has been placed.

Distance Selling Legislation

Please see our Terms and Conditions for further information.

Model cancellation form

Please copy and paste the form below, complete the details and return the form either by registered post or email customerservice@issoir.com

I [ (name)] hereby give notice that I cancel my contract of sale of the following goods:

SPECIFY GOODS
Ordered on DATE and/or received on DATE

Name of consumer(s):
Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

The ‘Returns and Cancellations Policy’ does not affect your statutory rights.

For more information on your statutory rights, contact your local Trading Standards Office, Consumer Protection Bureau, Citizens Advice Bureau or the equivalent in your jurisdiction, if any.

For any further queries, please contact us.