Shipping policy
- Fast, same-day dispatch when you order by 1 pm on weekdays
- Free no-quibble 30-day return policy.
- One flat delivery price for your order, no matter how many items you buy in the UK.
- For partially in-stock orders, you pay for delivery only once. We’ll ship what’s in stock now and the rest later at no extra charge.
| Delivery Options | Courier | Cost | Estimated Delivery Time |
|---|---|---|---|
| Standard |
Royal Mail or Similar | £0.99 | Our economy postal service is suitable for less urgent orders. This service is tracked and is usually delivered in 3 working days, excluding Saturday. |
| Fast Delivery |
Evri/Royal Mail | £2.25 | Our flagship service aims to deliver your order within the next 2 working days, including Saturday, and indeed,’97% of our customers tell us that their order arrives the next day!’ This service is tracked and may take up to 2 days. |
| DPD Secure | DPD | 12.99 | DPD service is available only for some sku and qty, it is a fast next-day service. |
| Royal Mail Special Delivery |
Royal Mail | £9.99 | Royal Mail Special Delivery is guaranteed to deliver your order before 12.00 pm the next working day. The Special Delivery tracking code is emailed to you when we dispatch the order (except Scottish Highlands). We guarantee to dispatch in-stock items on the same day (Monday to Friday) if you order before 12 pm. |
| Economy Delivery | Royalmail / Evri / Yodel | FREE | Economy free delivery, and it may take upto 5 working day plus handling time is 2 working days. |
Although 1st Class Delivery can take between 1 and 3 working days from the dispatch date, it’s been our experience that the majority of late packages arrive just a day or two after this estimated delivery period. Please be aware however, that although NOT the norm, delays on this service can result in orders taking up to 15 working days to arrive.
Working Days are classified as Monday to Friday. (If your order was dispatched on Monday, for example, 5 working days would be the following Tuesday).
Delivery estimates exclude the Scottish Highlands.
Important notice: From Monday, 1 October 2012, Royal Mail may leave parcels that are too large to fit through your letter box with your neighbours if you are away from home. Special delivery and international items that require a signature are not included in the initiative and will be delivered in the same way as they are currently.
International Delivery
iSOUL delivers to selected countries worldwide. Please note that shipments to International countries may require delivery by a tracked service. Below is a full list of countries where we deliver:
| Country | DHL Global Mail – Estimated Delivery Time | DHL Express – Estimated Delivery Time |
|---|---|---|
| EU | 4-9 working days | 2-3 working days |
| USA | 5-12 working days | 2-3 working days |
| Rest of the World | 8-16 working days | 3-5 working days |
| Australia | 5-8 working days | 2-3 working days |
Note:
1. The estimated arrival times are taken directly from information provided by our couriers. These are estimates only; ISOUL is not responsible if this varies.
2. All deliveries will require a signature on receipt, apart from those delivered using the Royal Mail 48 or 24 services (UK). However, where the value of your total order exceeds £50 and/or/and includes a high-value item – such as a SIM Free phone – then your delivery option will be automatically upgraded within the shopping basket to a ‘Guaranteed Next Day ’ or ‘Express’ service as detailed above.
3. In exceptional circumstances, we reserve the right to use alternative couriers.
4. Saturday deliveries are at the discretion of the couriers; it is our experience that in most cases they do choose to deliver to residential addresses on Saturday mornings.
5. When signing for a delivery, you are accepting the item in the condition it arrives. Please ensure you check your item before signing for it, as we cannot be held responsible for the condition of an item once it has been signed for and accepted.
6. If goods are returned to iSOUL because of a failed delivery for any reason, the carriage cost is not refundable. We reserve the right to charge for any extra carriage costs incurred to resend goods.
7. Missing or delayed items: Please note that we will need to wait 15 days before being able to trace, replace, or refund lost items.
DDU (Delivery Duty Unpaid) – Orders sent outside of the European Community
All orders sent outside of the UK and EU are shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty, which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer. For example, customs duty must be paid on all orders over $200 when shipped to the United States.
Payment of the duty charge is necessary for the release of your order from customs on arrival in your country.
DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy
If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to iSOUL, then all related returns charges plus a minimum administration charge of £15.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.
Order Tracking
Following your purchase online, iSOUL will send you an email confirmation to acknowledge your order and again when your goods have been dispatched from our warehouse. The email address used will be the one you provided at the point of purchase or stored within your ‘My Account’ profile. Please note that some goods are shipped directly by our supplier; however, we will update you with all relevant information.
WHICH COUNTRIES CAN’T WE SHIP TO?
iSOUL supports more than 217 countries’ shipments around the world. As for the economic sanctions, the following countries could not trade with us temporarily, and there are some more that are not listed below
- Burma (Myanmar)
- Cuba
- Iran and Sudan
- Western Balkans
- Belarus
- Cote d'Ivoire
- Democratic Republic of the Congo
- Iraq
- Liberia (Former Regime of Charles Taylor)
- North Korea
- Sierra Leone
- Syria
- Zimbabwe
Besides, the various payment ways on iSOUL, some are restricted to some countries, thus customers cannot use these payment ways. For example, if the country your PayPal account belongs to is different from the country of your shipping address, you could not use this Paypal.