Shipping & Delivery
COVID 19 - impact on Shipping & dispatch
Our courier partners such as Royal Mail and UPS Mail have been adversely impacted by recent developments with COVID 19, as such for certain items we would not be able to offer a next day service or guaranteed Saturday delivery.
Should you need your order urgently and if the order is being placed before 16:00 then contact us and we would be happy to advise of any potential limitations. If these shipping options are chosen, and not available we will endeavor to refund, again please contact us directly to advise.
UK MAINLAND DELIVERY
We offer the following delivery options:
- FREE delivery on all orders over £50
- UPS, full track and trace Next Day Delivery (Orders received on a Friday are not guaranteed for a Saturday delivery)
- Royal Mail, Standard 48 and Premium 24 (Under 2 Kg)
If you place your order before 12:00 midday and the items you are ordering are in stock, we will normally ship for delivery on the same day using either Royal Mail or UPS, for Royal Mail this may take slightly longer depending on the service used. Our standard delivery excludes the Channel Islands, Highlands & Islands and the Isle of Man.
At this moment in time due to Brexit and complications with shipping International Order, Is To Me is unable to ship outside the UK. In some cases we can assist, to check shipping availability please contact the team on firstname.lastname@example.org.
STANDARD DELIVERY BY COURIER
Our preferred partners are Royal Mail & UPS, with these service your parcel is trackable at every stage. Our typical Tracked & Signed delivery window is 48 hours from the time we dispatch your order, for items that are pre-order these will be clearly stated on the product page. All items that are in stock will be shipped to you the same day if your order is placed before 12:00. If you have ordered multiple items these will be sent to you in one delivery.
WELCOME DISCOUNT CODES & SHIPPING
Please be advised that our new customer discount codes may not be used on furniture or large (heavy) items (or in conjunction with SALE or discounted items), should you wish to check ahead of placing your order then please contact us at email@example.com.
1) WHEN WILL I KNOW MY ORDER HAS BEEN DISPATCHED?
You will receive a confirmation email from us with tracking details (not applicable to all services) If you have provided an email address or phone number UPS will contact you directly to confirm the day of delivery and then on the day of the delivery they will contact you with a one hour delivery time slot.
2) DO WE DELIVERY ITEMS SEPARATELY?
I’m afraid not, if you have ordered multiple items or your order includes an item on pre-order, the complete order will be sent to you as soon as we have stock. If this proves to be an issue, then contact us to discuss further. If you want your items separately (quicker) you will need to place separate orders and as such pay separate shipping.
3) WHEN CAN I EXPECT MY ORDER?
We provide you with the times on our site, and all being well these are met on most occasions. Our average turnaround is 2 days if ordered by 12:00 should be with 48 hours later, for the Highlands and Islands it may take a wee bit longer. For international/bulky orders shipping can vary from a few days to several, again dependent on where they are going. In most cases our services are traceable. If you are in any doubt please drop us an email to firstname.lastname@example.org and we can explore other options.
When situations occur such as bad weather or delays with our courier we will endeavor to keep customers informed, refunds of postage will not be offered under such circumstances for situations outwith our control.
4) WHAT IF I AM NOT IN WHEN YOU DELIVER?
With Royal Mail you will receive a While You Were Out Card, this allows you a couple options such as redeliver or local collect. For UPS you can advise them directly and they will either redeliver or deliver as advised by you. For international orders this will really depend on the courier partner used by either Royal Mail or DPD.
5) WILL I PAY DUTIES TAXES FOR INTERNATIONAL ORDERS?
This will really depend on your local customs office, you as the customer are responsible for all end taxes and for paying such fees. Double-check your countries importing rules before ordering if you are in any doubt or even better contact us. At this time Is To Me odes not ship outside the UK.
6) WHAT IF MY ORDER IS REFUSED BY CUSTOM OR RETURNED BY CUSTOMS?
The customer is responsible to ensure that all orders placed and paid for online meet their local customs regulations, Is To Me accepts no liability for orders shipped. For order that are returned to us refunds can only be made when the items is received in a re-sellable condition, postage fees will not be refunded.
Should you have any questions regarding our policies then please contact us: email@example.com or call 0330 0439259 (Monday - Friday 09:00-16:00)
7) WHAT IF MY ORDER IS DAMAGED OR ITEMS MISSING ON DELIVERY
We kindly ask that images are taken and the package kept as this supports our claims process with the courier. If we are unable to provide evidence to Royal Mail this would affect our ability to offer an exchange or refund. You should contact us immediately upon receipt of your order, your statutory rights are not affected.