We aim to provide a quality service to our customers. However, should you discover a problem upon delivery, we want to help put matters right. We believe you'll be delighted with your purchase.
In the interest of hygiene the following products are non refundable - Underwear/lingerie, hosiery, swimwear, thermal under garments, earrings, cosmetics and toiletries.
We will accept faulty or damaged items within 7 days of receiving the delivery. The returned item must be complete and in its original packaging. We will send you replacement for the product/s. You will need to arrange for the goods to be returned to us at your expense and obtain Certificate of posting or Recorded Delivery certificate. We regret that we cannot offer replacement for goods not received by our Returns Department. You will need to file a claim with your courier. Please return the package to the following address: Iysis Ltd Customer Services PO Box 23927 London E12 6YY.
Please do not return an item using 'Return to sender'. If an item is returned in this way we cannot guarantee that the goods will reach us from the Post Office or how long it will take.
Item missing within the UK: It is the buyer's responsibility to check at both local post office and sorting office as if the item was unable to be delivered it is likely there awaiting collection. If an item is not there, then we will need to be provided with address, telephone number, when you checked, who you spoke to for both the local sorting office and post office. We will pass this information on to the courier for investigation. An item will not be considered missing until 15 working days have lapsed (Royal Mail rules) and only if the details requested have been provided. Once 15 days have lapsed, we will file missing claims against the courier if the buyer has provided the details as requested. Once the courier has settled the claim, we will offer you the choice of a replacement or refund. A replacement will be sent without any additional charges to you and the refund will be the equivalent to the sum settled by the Courier. (This may or may not include postage paid depending on the shipping method used. The level of postal insurance will also determine the settlement).
Items missing outside the UK: The date the item is considered missing will vary according to the shipping method and we only if the details we have requested have been provided to us so that the courier can investigate.
Items damaged in transit: Please notify us within 3 days of delivery. We will file a claim for damages against the courier. Once the courier has settled the claim, we will offer you the choice of a replacement or refund. A replacement will be sent without any additional charges to you and the refund will be the equivalent to the sum settled by the Courier. This will not include postage paid as the courier considers the item delivered. The level of postal insurance will also determine the settlement.
Auction items - we do not offer refunds for goods bought in auction listings and are sold as seen. Buy It Now items - we offer refund of the sale of the item minus 20% to cover fees and restocking and do not refund postage and packaging costs. We will refund once we receive the item back in the original resaleable condition with all tags and/or packaging intact. All postage and packaging costs are paid by the buyer.
Free Gifts & Reduced Items - If you've received a free/reduced gift with your order and subsequently return item(s) which entitled you to the offer then you must also return the free/reduced gift. If you wish to keep the free gift you will be charged the current or remaining RRP.
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