Shipping and Returns
Questions on Shipping?
Main questions on shipping are covered below, for more details please visit our FAQs on Shipping, and if you still have a specific question please send us an email.
How Much is Shipping?
Shipping is free on orders of USD200 or more (or GBP, EUR and AUD equivalent). If your order is less than USD200 the applicable shipping cost will be added to your total order value at checkout (UK USD 8, Europe USD 20, Rest of World USD 35).
When Will You Ship?
We aim to ship same day (orders received before 3:30pm Monday to Friday) or following working day from receipt of order. If for any reason this is not possible, we will email you with an explanation and order status.
How Do You Ship?
In the UK we use DPD Local. In Europe we use UPS (with alternative choice of DPD for shipments to Germany). For all other international orders we use UPS Express Saver (EMS Global Priority for Canada and Norway only). All shipments can be tracked and need to be signed for on delivery.
Signature on Delivery Requirement
We always ship with signature required on delivery. We can waive this requirement at customer’s request, but then we will not accept responsibility for non-delivery if the shipment goes missing after arriving at the local depot. Likewise, if customer waives signature requirement after package has left us, for example by using their UPS MyChoice account, we cannot accept liability for lost shipments.
How Long Does Shipping Take?
UK 24 hours/next working day, Europe 1-3 working days (for some reason, Greece takes about 7 working days) and the Rest of World 2-4 working days.
Returns and Exchanges
Our returns policy and terms are outlined below. For more details please visit our FAQs on Returns and Exchanges, and if you still have a specific question please send us an email.
We offer a no-quibble returns and exchanges policy and will accept the return of any item bought from our online store, provided it is returned within 28 days of receipt and unworn/unused, in a resaleable condition with all tags still attached (kindly fold and pack garments being returned with care). PLEASE NOTE we cannot accept returns on any item that has been altered specifically to a client's request (e.g. hemmed jeans).
THE COST OF RETURNING ITEMS TO US IS AT PURCHASER’S EXPENSE. Please email us at sales@ironheart.co.uk before returning an item so that we know to expect your package. Also please ensure you put something on the inside or outside of the package so that we can easily identify you as the sender (name or order number).
YOU CAN ORDER YOUR RETURN SHIPMENT AT WWW.IRONHEART.CO.UK/RETURNS-SHIPPING - this is a fast, tracked returns shipment service at a reasonable cost – the process is simple and designed to save you time, trouble and expense.
RETURN OF GOODS FROM NON EUROPEAN UNION COUNTRIES: it is important that you mark the items as RETURNED GOODS and declare the value at no more than USD30 (if you don’t do this, we often end up paying taxes and duties on the item for a second time around).
If you don’t wish to order your return shipment via our website, we don't mind which postal/courier service you use to return the goods (although we would ask you to avoid FedEx as we always seem to get hit with extra charges). If the goods do not arrive here, we are afraid that we can't accept responsibility for the loss so we recommend you use a tracked service, ideally with signature on delivery.
Refunds will be made by original payment method. First exchanges (exchange item/s with value of $200 or more) will be re-shipped for free. If exchanged items are subsequently returned we will charge shipping for a second exchange or will deduct regular regional shipping cost from refund/credit.
Items bought from the IH Outlet – if valid for return (some items are clearly marked on the website as non-returnable) – will not be refunded, we will issue a store credit voucher.
Upon receipt of returned items, Iron Heart will issue a refund or store credit, or ship an exchange, as required. Please allow 7 working days for returns to be processed once they reach our workshop and a further 3 days for any refund to appear in your account. If you have received a small promotional gift – for example some stickers – please keep this if you wish to!