SHIPMENTS AND RETURNS
HOW SOON WILL I RECEIVE MY ITEM?
Orders placed before 2pm GMT are processed within 24 hours of payment and are typically dispatched daily Monday to Friday, excluding weekends and UK Bank Holidays. Delivery times will vary according to the postage method selected at the checkout. Unfortunately we cannot deliver on a bank holiday, in this instance please expect your delivery on the next working day.
Shipping Costs & Times
Standard UK delivery
Royal Mail 24 / DPD / UPS (1-3 days)
Delivered Monday - Saturday.
Express UK delivery - Special Delivery Next Day by Royal Mail / DPD / UPS (1 day)
Click & Collect from
Unit 26 Church Road
Business Centre, Eurolink Estate
If you would like to collect your goods from our warehouse in Sittingbourne, Kent select the free Click & Collect option at checkout. Once your invoice has been received via the email address on your account, your order is ready for collection from 10am - 2pm, Monday - Friday.
Please bring with you to the main entrance your invoice or order number for collection.
Europe delivery (Germany, Italy, France, Portugal, Spain only)
International Tracked Delivery
5-15 business days
Delivered Monday - Friday by your local Postal Service or service we are using.
Delivery times are based on orders placed before before 2pm GMT on any day excluding weekends and UK Bank Holidays.
*We will send you an email with your Tracking Number when we dispatch your order. When your parcel is received by your postal service this will then be updated with a Local Tracking Number.
Free delivery to all UK destination
on all orders over £100
DO I NEED TO SIGN FOR THE DELIVERY?
No, all orders are sent using standard services which have a proof of delivery. If you are not available to get your parcel, you will be left a calling card telling you how you can collect it from your local sorting office or arrange a redelivery. You can call Royal Mail on 08457 950 950 to arrange redelivery.
WILL YOU DELIVER TO A DIFFERENT DELIVERY ADDRESS?
Please ensure that your correct delivery address is selected at checkout. If you require delivery to a different address, please add it to your INNMARK account (under Account > Addresses) and select this address at checkout, BEFORE paying for your order. Orders are dispatched rapidly upon receipt and we may not be able to change your address manually. We can deliver to your home or work address, however when using a work address please ensure that there will be someone trustworthy there to take receipt of the goods as they will be delivered to the location rather than the specific recipient.
WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?
We are a UK based company and ship to countries in Europe where customs fees may apply. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel for both retail and wholesale orders. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. If in doubt, please contact your local customs office for current charges before you order, so you are not surprised by unexpected charges.
WILL I PAY VAT?
UK VAT will be charged on orders delivered to countries in the United Kingdom. Local VAT applies to orders shipped to other destinations within the EU.
CAN I COLLECT OR VISIT YOUR SHOP?
You can pick up your purchased goods from the warehouse. You must have a confirmation (ID or print order).
HOW ARE YOUR ITEMS PACKED?
We take great care when packing items. Parcels are plain (usually brown) mailing bags or boxes. Items are sent in their factory packaging and/or wrapped in tissue paper. All items are checked before dispatch.
I HAVE RECEIVED A FAULTY ITEM. WHAT SHALL I DO?
We want our customers to be delighted with their purchase, and we are always ready to help, so if you think there is a fault with your item please contact us immediately via our contact form so we can help.
I HAVE RECEIVED THE WRONG ITEM. WHAT SHALL I DO?
If you have received an incorrect item, please contact us immediately via our contact form and we will try to sort if out for you as soon as possible.
AN ITEM IS MISSING FROM MY ORDER. WHAT SHALL I DO?
We sometimes split orders at dispatch, so items may arrive separately. Please check your dispatch notification emails to verify which items have been sent. If you find that an item is genuinely missing, then please contact us via our contact form.
I HAVEN'T RECEIVED MY ITEM. WHAT SHALL I DO?
Please allow 7 days for UK deliveries and 14 days for International deliveries. After this period please check at your local sorting office. If it is not at your sorting office and still not delivered after two weeks (or 28 days international) please contact us for assistance.
We are always here to help.