CALL +44(0)1626 363232

for customer services

FREE POSTAGE AND PACKING

on orders over £75 (excluding VAT)

FAQ’s


Are you open?

Our customer service team is here for you from Monday – Friday 8:15am – 17:15pm. We are currently in the process of re-opening of our distribution centres and have begun to ship again with slightly extended lead-times. If you are ready to place an order please do not hesitate to do so, as the sooner you place it, the sooner it can be despatched.

 

Can I make a return?

Please hold on to any returns you wish to make for now. We are in the process of re-opening parts of our distribution centre but are not unable to process returns until all our sites are able to reopen. Thank you for your patience. We will advise all customers as soon as we are able to accept and process returns.

In light of the current situation we have temporarily updated our returns policy to make things a bit easier for you. You can return orders placed on or after 1st February 2020 and you will receive a cash refund, subject to the refund complying with our usual returns policy below. For orders placed between 1st January 2020 and 31st January 2020, you will receive a credit to your IDS account. Orders placed before 1st January 2020 are non-returnable.

 

Will my order be delayed?

Please allow up to 72 hours between order placement and despatch of your order.  The number of staff we can have on the premises is limited to ensure compliance with social distancing. When placing orders online or over the phone, please make sure thedelivery address provided can receive deliveries.

 

Can I update the delivery address on an existing order?

If you need to update the delivery on an order that has not yet been shipped, please contact us via phone, e-mail or live chat. Please be aware that once the order has shipped, we are unable to amend the delivery address.

 

I have items on backorder but my show has been cancelled/postponed, can I cancel them?

We fully understand that some items may no longer be required, should this be the case please contact us via phone, e-mail or live chat and we can assist with the cancellation.

 

Can I cancel my order?

If your order has not yet been despatched and is not a special order or a made to order and you need to cancel it, please contact us via phone, e-mail or live chat and we will assist you.

 

I made a return before your distribution centres closed on 23rd March, when will this be processed?

Returns will be processed in date order as soon as we are able to reopen our returns warehouse. You can check the tracking information of your return to see if and when it was delivered to us. If it has not been delivered to us then it is likely that your parcel has been returned to you. If you have not received it back, please contact the courier for further information. Unfortunately, we are unable to cover the returns postage costs if your parcel has been returned to you.

 

I made a return after your distribution centres closed, have you received my parcel?

Please check the tracking information of your return as we have not been able to accept any returns after the closure on 23rd March. If it has not been delivered to us, then it is likely that your parcel has been returned to you. If you have not received it back, please contact the courier for further information. Unfortunately, we are unable to cover the returns postage costs if your parcel has been returned to you.

 

When will I receive my refund for a return I made?

Returns will be processed in date order as soon as we are able to reopen our returns warehouse. Please allow us some time to work through them and you will receive an automated e-mail as soon as your return as been processed. If you requested a refund then this will be processed as soon as possible.

 

My question is not answered here, can you help me?

Of course, our dedicated customer service team is still here for you and would be happy to help with any queries you may have.

You can contact us via one of the following methods.

Phone: +44 (0) 1626 36 32 32

Monday – Friday 8:15am – 17:15pm GMT

Live Chat: www.ids.co.uk

Monday – Friday 8:15am – 17:15pm GMT

E-mail: customerservices@ids.co.uk

We aim to respond to all e-mails within 1 working day.