Delivery and Returns
Standard delivery items are dispatched within 24 hours, if order is placed before 3pm. All delivery times stated are based on working days (Monday-Friday)
Free delivery on all UK MAINLAND ORDERS. Shipping charges to the rest of the world will vary, please check cost at checkout.
Multiple, large piece orders may be subject to additional carriage charges. If this proves necessary, we promise to contact all customers prior to the dispatch of any goods.
If your location is not listed then please contact us to ensure delivery is possible. Free delivery offer cannot be used in conjunction with any other offers on our website. i-stay UK reserve the right to withdraw this offer at any time.
Orders placed before 3:00pm (Monday-Friday exc. public holidays) are processed same day and dispatched according to their individual delivery times. If in doubt, please contact our customer service. Deliveries are made only on working days, which are defined as Monday to Friday 9am to 5:30pm excluding public holidays. If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation. As items are dispatched from different satellite warehouses throughout the UK, it is not unusual to receive deliveries over multiple days. Delivery grouping is available on request.
Courier delivery is a signed for service, and requires someone to be at the designated shipping address to receive the delivery. We are more than happy to deliver goods to a work address, please however secure their permission.
When ordering from the Scottish Highlands, Northern Ireland, Irish Republic and UK Islands please allow a few extra days for delivery, usually these are dispatched by mail. At this time we are unable to offer delivery to PO Box numbers and BFPO addresses. During times of peak seasonal demand (for example Valentine's Day, Mother's Day, Father's Day, but especially Christmas) there may be a slight delay in the dispatch of your order, so please check our homepage for details and allow extra time for delivery.
We want you to be completely satisfied with your purchase, any item may be returned to us, carriage paid by yourself, WITHIN 7 DAYS of dispatch by us.
RETURNING AN ITEM FOR EXCHANGE OR REFUND.....
1. Please email firstname.lastname@example.org or phone us on +441604676767, for a RETURNS AUTHORISATION NUMBER before returning the goods.
2. The RETURNS NUMBER MUST BE CLEARLY WRITTEN ON THE OUTSIDE OF THE PARCEL and on any correspondence enclosed.
3. Please take all reasonable care of the item you wish to return back to us by a suitable method and at your expense. If returning from within the U.K, Royal Mail offer a Certificate of Posting for low cost/lightweight items, as well as track-able services, including Royal Mail Recorded and Special Delivery services, for higher value items. We cannot accept responsibility for goods lost as a result of being returned to us.
4. Any returned item should be suitably packaged and addressed to i-stay UK as our address on the Contact Us page.
PLEASE NOTE: WE ABSOLUTELY RESERVE THE RIGHT TO REFUSE AN EXCHANGE OR REFUND IF THE RETURNED ITEM IS NOT RECEIVED IN AN AS NEW/ SALE ABLE, CONDITION. ALL ITEMS MUST BE UNUSED, UNDAMAGED, CLEAN AND CAREFULLY PACKED WITH ALL LABELS ATTACHED, INSTRUCTION MANUALS, WARRANTY INFORMATION ETC ENCLOSED, AND IN THE ORIGINAL MANUFACTURERS PACKAGING, AS SUPPLIED.
Items for Exchange: will normally be dealt with and a replacement sent within 2-3 working days. If you wish to speed up the exchange process please do not hesitate to re-order online.
Refunds: will only be made to the original payment method used for the purchase and will normally take 7-14 working days to process.
Please note: we are unable to refund postage and packing on incorrectly ordered items.
What if my goods are faulty?
We unconditionally guarantee all merchandise against possible defects for 7 days from receipt. If your goods should develop a fault during this period you may return the defective merchandise for a prompt refund or replacement. If it is not convenient for you to return the items yourself, then a courier collection service will be used (U.K only).
Any items found to be faulty after 7 days are covered by the brand manufacturer’s warranty. The warranty period offered is 1 year. Warranties are non-transferable and do not extend beyond the initial warranty period. If for example an item is replaced as part of your warranty agreement, the warranty only continues to the end of the original warranty period.
Carriage will be charged for the return of any products to i-stay UK under warranty, however i-stay UK will return your item carriage free (U.K only). Should your goods develop a fault after the first year, then you will be responsible for all carriage charges. All items must be returned in its ORIGINAL OR SUITABLE PACKAGING.
i-stay UK will not accept responsibility for any items lost or damaged during transit, other than when our own courier collection or delivery service is used. All returns must be sent to i-stay UK by either recorded delivery or insured courier service, accompanied by a valid returns authorisation number. All items must be returned in its ORIGINAL OR SUITABLE PACKAGING.
Frequently Asked Questions
I have ordered the wrong item, will i-stay UK refund my postage costs?
In this instance we apologise but we cannot refund any postage charges. You will need to send the goods back by recorded delivery or insured courier service at your cost. Prior to doing so you must first obtain a valid returns authorisation number (see box at the top of this page).
I have received goods that are different from what I ordered, what happens next?
You should first contact i-stay UK by either telephone or email. We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our cost. If more convenient to the customer then we may occasionally request the customer to return the goods by a recorded delivery service. In this case postage charges will be reimbursed on receipt of the item (U.K only). In respect of our standard terms of sales contract, i-stay UK will expect to receive all incorrect items returned. Contact details can be found on our Contact Us page.
My goods have been received damaged
You should first contact i-stay UK by either telephone or email. We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our cost. Contact details can be found on our Contact Us page.