Returns & Exchanges - Germany

We are desperately sorry that trading with our valued EU customer has become complicated since the UK left the EU.

We are doing our utmost to protect our EU customers by pre-paying all duties and taxes due on your outbound order. If you have to return any items you must use our Return Shipping Option. This is a label which has been carefully prepopulated with all revelant customs clearance information

CAN I RETURN AN ITEM FROM MY ORDER?

We offer a “no quibble” returns policy whereby we accept returns for exchange or refund providing items are unworn, in a fresh, resalable condition with all tags still attached and are returned within 28 days of you receiving the order. Please pack item(s) with care so that they arrive in a presentable condition for subsequent resale. Please note that we cannot accept returns on any item that has been altered specifically to a client's request (e.g. hemmed jeans or “pimped” shirts). Outlet items are either non-returnable or eligible for store credit only, no refunds, see specific product for details.

If you wish to exchange the returned item for a different size or model, please let us know in advance, so that we can take that item out of stock ready to send in exchange (to avoid it possibly selling out).

HOW CAN I DO THIS?

You can order and pay for return shipping via our website - this is a fast, tracked returns shipment service at a cost of EUR30 – the process is simple and designed to save you time, trouble and expense. If you order your return shipping via our website then we process the shipment at this end (within 24 working hours) and you will receive an email confirmation - you simply have to print a label and follow instructions, we complete all the paperwork.

IMPORTANT: If you choose to use a different return service, please contact us. You will be required to complete customs forms/invoices and declare the items as a return, referencing the original shipment tracking number (we can provide this). We can give you instructions on how to complete all the necessary paperwork. If you don’t follow this process, we will end up paying taxes and duties on the item for a second time around which we will deduct from your refund/credit.

WHERE DO I SEND THE RETURN OF ITEMS FOR EXCHANGE?

Email before sending to: sales@ironhearteu.com and we will provide details.

Phone number: +44 (0)2392 521541

WHEN WILL MY RETURN BE PROCESSED?

Upon receipt of returned items, Iron Heart will issue a refund or store credit, or ship and exchange as required. Please allow 7 working days for returns to be processed once they reach our workshop and a further 3 days for any refund to appear in your account.

IS MY RETURN ELIGIBLE FOR STORE CREDIT?

Yes, of course, we are happy to issue a credit voucher code for you to use on a future purchase, or a refund - whichever works best for you.