CUSTOMER SERVICES

Contact

WEBSITE AND ONLINE ORDER ENQUIRIES
If you need help placing an order our customer service team
is available from 9.30am – 5.30pm, Monday to Friday (GMT).
customerservice@issalondon.com

GENERAL ENQUIRIES
info@issalondon.com

OTHER ENQUIRIES
Press: press@issalondon.com
Wholesale and sales: sales@issalondon.com

HEAD OFFICE
Issa London Ltd, 314-316 Harbour Yard,
Chelsea Harbour, London SW10 0XD, UK

Registered in England: 07672010
VAT Registration No: GB 115 827 907

Shipping

Shipping & Delivery

Issalondon.com aims to dispatch your order within 1-2 working days following order confirmation. All orders will be dispatched with DHL according to the service you have selected and you will receive your DHL tracking reference via email once your package enters the system.

UK delivery

We aim to dispatch all orders placed before 2pm (GMT) on the day of the order, Monday to Friday. In the normal course of events, UK mainland deliveries will arrive within one working day. We do, however, ask you to allow up to four working days in the event of external factors, stock availability and payment authorization causing delays.

Any order placed after 2pm (GMT) on Friday and during Saturday and Sunday will be dispatched on the Monday of the following week.

International delivery

We aim to dispatch all orders placed before 2pm (GMT) on the day of the order.

International deliveries should, under normal circumstances, be received within 1-6 working days depending on your selected service and location, but we ask you to allow up to 10 working days in event of international customs procedures, stock availability or payment authorization causing delays.

Live tracking

For security and speed, all orders are shipped using Deutsche Post (DHL). When we dispatch your order you will receive a unique tracking number by email that will allow you to check the status of your order and monitor its progress on www.dhl.com

You may also track your order with DHL on the telephone at (UK) +44 (0) 844 248 0844. For non-UK telephone numbers, please check www.dhl.com

Delivery signature

Deliveries are made between 8am and 6pm local time, and will require a signature to ensure safe and secure delivery. For this reason we are unable to deliver goods to PO Boxes. Please note that for security reasons we are unable to deliver to hotels.

If, after 3 attempts to deliver the products to you, we or our delivery partner is unable to deliver them, the products will be held for 5 days at a DHL depot. If you (or the designated recipient of the products if this is not you) fail to pick up the products during this 5 day period, the products will be returned to Issa and held in our warehouse for redelivery at a later date (at your expense). If you (or the designated recipient of the products if this is not you) fail to contact us to arrange redelivery within 90 days of the first delivery attempt, we reserve the right to dispose of the products as we see fit and will have no further liability to you.

Multiple Addresses

We are happy to deliver your goods to a location different to your billing address. To do this, simply unclick "Ship to the same address" box and enter the delivery address you require in addition to the billing address on the checkout page.

Packaging

Your Issalondon.com purchase will arrive in our signature Issa boxes or Issa carrier bag. All orders are delivered in discreet outer packaging to ensure anonymity.

Insurance

Issa insures each purchase during its time in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

VAT

Our prices and delivery charges are inclusive of any applicable VAT at the rate appropriate to the country of receipt within the EU at the point of the transaction. VAT is included within the final prices and delivery charges as shown and, where applicable, is detailed on the checkout screen after the billing country has been selected as well as on the email we send to you confirming your order. As of 4th January, 2011, the UK VAT rate is 20% on all Issa products. Our UK VAT number in the UK is GB 115 827 907.

Products ordered for delivery in non-EU countries are not subject to UK VAT. In relation to these products, you are responsible for the calculation and payment of any and all local taxes, customs and/or duties payable on your order and Issa shall have no responsibility or liability in relation to these.

Returns

Returning a Product

Should you wish to return an item, we are happy to offer a refund of the item provided items are returned to Issa within the timeframe applicable to your location and in accordance with the terms below:

All returns must be in perfect condition, and with their original packaging.

We are unable to offer any refunds on items that are scratched, stained, damaged, or that are not in their undamaged original packaging. In these situations, the items will be returned to you at your own cost.

Womenswear and swimwear can be tried on and returned if unsuitable, but it must be returned in perfect condition with the tag attached. For womenswear this is a swing tag attached to the garment and in swimwear this is a protective internal label.

A despatch note listing return instructions will be included with your original order. Please provide all relevant information including your reason for the return according to the return codes. This information will help us deal with your return as quickly as possible and also help us improve the quality of our service in the future.

UK free returns

We hope you are pleased with your purchase but should you wish to return an item we ask you to follow these guidelines to ensure a refund of your goods.

You must contact us within 14 days of receiving the goods to process a return.

After 14 days we can no longer accept returns requests except during certain periods such as the Christmas holidays. Please contact Customer Service for our regional return policy during the Christmas period.

We offer free shipping on all returns to our UK based customers.

To arrange a return you must acquire a Return Merchandise Authorization (RMA) code from Issa by contacting our customer service team via email: returns@issalondon.com

You will need to provide your order number, the item number and the reason for the return according to our return codes provided on the Despatch Note. Provided that you return the item according to the return policy standard we will be happy to send you a DHL return confirmation email with the RMA code.

The DHL return email will ask you for some information. Most of that information can be referenced on the Despatch Note received in the parcel on delivery. You have the option to change the pick-up address and to select a date and time when you wish DHL to pick up your parcel.

Your pick-up date will need to be arranged within 7 days from when you receive the DHL return email.

After scheduling a pick-up with DHL you will need to print the Return Label and attach it clearly and securely to the outside of your parcel. Please make sure you also print the return confirmation email received from Issa and include it in your packaging.

Kindly be advised that only one pick-up attempt will be made. If the parcel is not available for pick-up at the arranged time the consecutive pick-up efforts will be made at your cost.

International returns

We hope you are pleased with your purchase but should you wish to return an item we ask you to follow these guidelines to ensure a refund of your goods.

You must contact us within 14 days of receiving the goods to process a return.After 14 days we can no longer accept returns requests except during certain periods such as the Christmas holidays. Please contact Customer Service for our regional return policy during the Christmas period.

To arrange an international return you must acquire a Return Merchandise Authorization (RMA) code from Issa by contacting our customer service team via email: returns@issalondon.com

You will be asked for your order number, item number and the reason for the return according to our return codes provided on the Despatch Note. Provided that you return the item according to the return policy standard we will be happy to send you a return confirmation email with a Return Slip which you will need to print, complete and include in your parcel. Please make sure you also print the return confirmation email received from Issa and include it in your packaging.

Affix the return address sticker from the despatch note to the securely packed parcel and return the parcel to us using a traceable method (such as registered mail) to ensure that the parcel is safely delivered, as we cannot accept responsibility for goods lost or stolen in transit.

The parcel will need to be sent back within 14 days of receiving your Return Slip.

Exchanges

Issa is currently unable to offer exchanges. We are looking forward to offering this service to our online customers and will keep you updated.

Cancellations

Under the Distance Selling Regulations, customers within the EU have the right to cancel their purchase with us at any time within the 7 working days starting the day after the customer receives the goods (the ‘seven day cooling off period’).

To cancel your contract you must notify customer care in writing by emailing customerservices@issalondon.com stating your order number and item number within the seven day cooling off period.

On receipt of your notice of contract cancellation, customer care will email you a return confirmation email with a Return Merchandise Authorisation (RMA) code and a Return Slip which you will need to print, complete and include in your parcel so we can process your refund promptly.

You must return the goods within 7 working days of receiving the RMA number and Return Slip.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at:

ATT: ISSA LONDON RETURNS, Amethyst Group, Lodge Road, Staplehurst, Kent TN12 0QW, United Kingdom and that you retain proof of sending.

Please note that all customers must cover the cost of return shipments, as our UK free return service does not apply to orders cancelled under the Distance Selling Regulations.

Please note that the return policy standards adhere to cancellations as well:

All returns must be in perfect condition, and with their original packaging.

We are unable to offer any refunds on items that are scratched, stained, damaged, or that are not in their undamaged original packaging. In these situations, the items will be returned to you at your own cost.

Womenswear and swimwear can be tried on and returned if unsuitable, but it must be returned in perfect condition with the tag attached. For womenswear this is a swing tag attached to the garment and in swimwear this is a protective internal label.

We will process the refund due to you as soon as the products are received and checked in our warehouse, and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation. We will refund you on the credit card or debit card used by you to pay.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

Refunds

If returning your goods for a refund of the purchase price, please follow the advice under ‘Returning a Product’.

If returning your goods as a cancellation under the Distance Selling Regulations, please follow the advice under ‘Cancellations’. Cancellations will refund the full value of your order, including shipping costs, after we receive the return of the cancelled order in our warehouse within the stated time limits.

For a return to be considered for a refund the item will be checked against our return standards;

  • All returns must be in perfect condition and with their original packaging. We are unable to offer any refunds on items that are scratched, stained, damaged, or that are not in their undamaged original packaging. In these situations, the items will be returned to you at your own cost.
  • Womenswear and swimwear can be tried on and returned if unsuitable, but it must be returned in perfect condition with the tag attached. For womenswear this is a swing tag attached to the garment and in swimwear this is a protective internal label.
  • Any funds being returned to you can only be actioned via your original payment method. Refunds normally show within a couple of days of being processed, however please be aware that some card issuers may take longer to reallocate funds, which is beyond Issa’s control.
Your Account

OPENING A NEW ACCOUNT

Creating an account is easy. Simply click Register in the top menu, or when you place an order you can opt to create an account. An account offers you a safe, fast and easy way to order. It also allows you to track your order and receive email updates.

BENEFITS OF REGISTERING

Having an account offers you an easier and faster way to shop. You can customize your account preferences and save your billing and shipping information for faster checkout. An account also gives you access to your wishlist and order history, where you can track shipments and receive updates on your latest orders. Your password assures that only you can have access to your account information. This is also the area where you can manage your Newsletter subscription.

FORGOTTEN PASSWORD?

Please go to Log in and click “Forgotten password?”. Enter your email address and click "Send".

Your address book

When you create an account, you will have the option to begin your own address book. It's easy to add, change or delete information from your address list at any time. (Please note: The information that you store in your address list is for your use only. Issalondon.com will not contact anyone listed unless we have a specific communication about a delivery.)

Storing credit card information on your account

Issalondon.com allows registered users to securely store credit card details under their account for easy shopping and checkout.

Tracking your orders and order history

Order Status

You will receive an e-mail confirming the details and shipping information related to your order.

You may check your order status through the order history area of your account. You can also contact a Customer Service representative at customerservice@issalondon.com. Your order history lists the current status of pending orders.

Shipping Status

You will receive a shipment tracking number with your shipment confirmation e-mail. By entering this tracking number at www.dhl.com you will be able to find the status of any order.

Unsubscribe

If you no longer want to receive our updates please unsubscribe via your account or by clicking the “unsubscribe” link in our last email to you and we will be sure to take you off our mailing list.

Wishlist

Your wishlist offers an area to save your favourite items, then email them to your friends or print out. You must be logged into your account to view your wish list.

Shopping

Selecting a site

Ensure your home currency appears in the top menu shop alongside the correct pricing, currency and shipping cost for your area. You can change this by selecting the “currency” icon and choose another currency.

We currently deliver to all EC member states excluding the following regions; United Nations buffer zone of Cyprus, Faroe Islands, Greenland, Aland Islands, Martinique, French Guiana, Guadelupe, Reunion, St Pierre, Miquelon, Islands of Heligoland and Busingen, Mount Athos, Campione d’italia, Lake Lugano and Lvigno, Antilles, the Canary Islands, Ceuta, Melilla, the Channel Islands and Gibraltar. 

How to shop

Use the categories listed under SHOP in the main menu to help you find what you are looking for. You can also shop by browsing our campaign and runway section under COLLECTIONS.

Once you have found an item you wish to purchase, select your size and click on the ADD TO SHOPPING BAG button underneath each item.

Review the items in your shopping bag by clicking the SHOPPING BAG link at the top of the page.

You can use the REMOVE link to delete items from your shopping bag.

Click on CHECKOUT to complete your order.

You will be directed to our secure one page checkout where you will be shown a summary of your purchase including any applicable VAT and delivery charges, and you will then be asked to provide details of your billing and delivery addresses, and details of your payment method.

Once you have entered these details you will be asked to confirm your acceptance of our Terms & Conditions and click PLACE ORDER to submit your order. Your order will then be security checked and if successful, processed, which may take up to two minutes.

Once your order has been processed you will be sent an email to the email address you provide during checkout to confirm receipt of your order. Please retain this email as it contains your order reference number, which you may need at a later date. By placing an order request with Issalondon.com you authorize us to perform a series of information checks to authorize your identity, to validate your payment card, to obtain an initial credit authorization. Where necessary we may check your information provided with secure third parties.

Personal Shopping and Global Shipping

Placing Orders

When you order items through our Personal Shopping service for the first time you will need to register by setting up an account. Please ensure the details you provide on registration are correct and complete and inform us promptly of any changes to those details (e.g. change of email or postal address).

The following details are needed to place an order via our Personal Shopping service. Kindly send the details in an email to customerservice@issalondon.com with Personal Shopping as the subject heading.

– Title, First name, Surname
– Complete billing address corresponding to the card intended for purchase (clearly indicate City, Postal Code, Country)
– Preferred email for order communication
– Preferred phone number to finalize purchase, including country code
– Complete shipping address if different from billing address (clearly indicate City, Postal Code, Country)
– Product name/s, colour (if applicable) and size

Once we receive the order request we will contact you directly to finalize payment. We will ask you for your Card number, Expiry date, Security code, and verify the Name on Card. We accept the following card types: Visa, Mastercard, Maestro, and American Express. We reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order it will be without charge to you.

Prices

Items are invoiced in GBP sterling at the price prevailing at the time you place your order. Prices displayed on the website include United Kingdom Value Added Tax which will be charged at the current rate as shown on the invoice and as advised by our Personal Shopping team. As an introductory offer ISSA will cover standard delivery cost for our customers outside UK and EU.

If you choose to purchase items from our Personal Shopping service using a payment card for a foreign currency denominated account, the conversion rate will be that applied by the relevant payment scheme at the time of processing the transaction.

Although we try to ensure that all prices on the website are accurate, errors may sometimes occur. If we discover an error in the price of items you have ordered we will contact you as soon as possible. You will have the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we may treat your order in respect of the incorrectly priced item as cancelled.

Prices displayed on the website apply to on-line and Personal Shopping purchases only. They are not indicative of the price of identical items purchased in our ISSA concessions within department stores or by any other means. We reserve the right to update prices displayed on the website from time to time.

VAT and Duties

Please note that the value of goods ordered is inclusive of VAT, and we cannot refund any VAT charges.

Products delivered to destinations outside UK and the EU will be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different. It is your responsibility as purchaser and importer that any products ordered comply with local import regulations and that there are no restrictions which may affect receipt of your order. We strongly recommend that purchasers establish the likely charges applicable in the country of destination before placing an order. Please ensure the recipient is aware that they will be liable for those charges.

International Returns

If an item you have purchased is unsatisfactory, you can return it within 14 days of receipt for refund of the cost of your goods, following the instructions enclosed with your order. The goods are sent to ISSA via UPS at the rate quoted by the Personal Shopping team when placing your order. Items must be returned in perfect condition.

In the rare event that the goods you receive are faulty or not as ordered, please contact returns@issalondon.com to arrange replacement or reimbursement.

The contract between us

Placing an order to purchase items using the Personal Shopping service is an offer by yourself to us to purchase those items. We only accept your order when we have confirmed availability and have processed the payment on your credit card successfully. The contract between us is formed at the point we accept your order. See the Acceptance of Personal Shopping Orders sections below for further details.

Acceptance of Personal Shopping Orders

When you place your order through the Personal Shopping service you will be given a customer reference number as acknowledgement of your order. It will enable you to track the progress of your order.

Payment

You may pay for the items you order via our Personal Shopping service by supplying your credit or debit card details. We accept the following card types: Visa, Mastercard, Maestro, and American Express. In the case of Personal Shopping orders, you supply these details to a member of our customer services team. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order. Acceptance of your order occurs, in the case of Personal Shopping orders, once we dispatch the items (see The Contract Between Us section above).

You are responsible for ensuring the email address and other contact details you provide are correct. We will not be responsible if you do not receive the Despatch Note email or other confirmation from us where the details you have supplied are incorrect or in the event of communication system failures outside our control.

Please note that we cannot guarantee the security of data which you send to us by email. Accordingly please do not send us payment information using email. For details of the security measures we employ please read our Privacy Policy.

Unless we are fraudulent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.

Virtual Gift Card

Issa Virtual Gift Cards are sold subject to the following terms and conditions:

– Virtual Gift Cards are valid for 12 months from date of purchase.
– Virtual Gift Cards can be redeemed against all products on the www.issalondon.com site.
– Virtual Gift Cards are non transferable and may not be returned or redeemed for cash.
– If your order total is less than the value of the Virtual Gift Card, the remaining balance will remain on the Virtual Gift Card for use on a future order.
– If your order exceeds the value of the Virtual Gift Card the remaining balances must be paid by credit or debit card.
– If you return products you have purchased using a Virtual Gift Card, the remaining balance will be credited as an additional Virtual Gift Voucher. If you return an item paid by both gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded as an additional Virtual Gift Card.
– Virtual Gift Cards will be e-mailed to the recipient once the full order has been processed and payment has been taken.
– Issa is not liable for delivery of a Virtual Gift Card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser.
– Issa is not responsible if a Virtual Gift Card is lost, stolen, destroyed or used without permission.
– Issa reserves the right to cancel a Virtual Gift Card if we deem such action necessary.
– Promotion codes cannot be applied to the purchase of Virtual Gift Cards.
– Sales tax and shipping is applicable on any products purchased with a Virtual Gift Card.

Sizing Information

Sizing may vary amongst the product categories in the collection. To help you choose the best size, you'll find the following information on the product page:

1. A link to a 'size guide' with product measurements for the product categories that vary in the collection.
2. Additional size tips with further information on how the garment fits, and whether it runs true, small or large to size.
3. If you need more help, our customer care team can answer all your questions on sizing and fit - simply email customerservice@issalondon.com for advice.

Payment Security

Payment Methods

Issalondon.com currently accepts payments through the following credit and debit cards:

– Maestro
– Visa Debit
– Visa Electron
– MasterCard Debit
– International Maestro
– Visa Credit
– MasterCard Credit
– American Express

3-D Secure Protocol

In some cases, after pressing the submit button on the confirmation page of the checkout process, you may be directed to a 3-D SecureCode page.

This is 3-D SecureCode protocol that has been developed by your bank to improve the security of internet payments. It is designed to allow fuller authentication of cardholders by their banks during an online purchase, reducing the likelihood of fraudulent usage of credit and debit cards and improving overall transaction performance.

The 3-D Secure page you will be directed to will appear within the frame of the Issalondon.com website, as well as bearing the logo of the bank your payment card is registered with. First-time users of the 3-D Secure protocol will be asked to provide and confirm a password that you will use in all future 3-D Secure processes.

If you have already previously registered with the SecureCode service you will be asked to enter your 3-D SecureCode password which will allow authorization of your card and processing of your order to continue.

For further details about this process you can visit the Verified by Visa or Mastercard SecureCode sites.

Security Checking

All orders placed with Issalondon.com undergo security checking to ensure that the payment card is being used by the card holder and to prevent online fraud occurring.

Please ensure that the Billing Address entered during checkout is the address where the bill for the payment card is also sent (i.e where the payment card is registered). Should you wish you will be able to select a different address for delivery on the Delivery Address during the checkout process as long as the Delivery Address is located in the same country as the Billing Address.

When you shop on issalondon.com we require information to process your order, ensure safe and secure delivery, and to make your visit to issalondon.com a more enjoyable shopping experience.

When you order, we will ask for your name, email address, delivery address, telephone number (that will be passed on to our couriers in the event they need to contact you regarding your delivery), credit or debit card number, registered address of the credit card, credit card, CVC number and the card’s expiry date.

We and our partners will use these details to provide our and their services to you in fulfilling orders you place with us. This may include is passing your details to recognized credit checking agencies and/or credit card companies to assess your credit authorization. We may also obtain and use information about you as a result of authentication or identity checks (including your IP address).

Please note entering incorrect billing details can result in delays, or rejection in the fulfilment of your order request.

FAQ

Q: If I have a question who should I contact?
A: Please contact Issa’s customer service team via customerservice@issalondon.com. We aim to get back to your query within the day (9.30 AM – 5.30 PM GMT), but reserve 48 hours to respond.

Q: What size should I order?
A: Issa sizes may vary among product categories due to the uniqueness of the fabric used. We recommend our customers always refer to the Size and Fit Guides on each product page which have detailed information and measurements for each style.

Q: How do I change my account details?
A: By clicking Log In on the top menu you will have access to change all your account details previously saved. If you’ve forgotten your password for your account, simply click ‘forgot password?’

Q: How do I unsubscribe from your newsletter mailing list?
A: You can cancel your newsletter subscription via your account or by clicking Unsubscribe in the footer of the latest Issa newsletter received.

Q: When will my credit card be debited?
A: Approved payment methods are debited upon placement of order.

Q: When will I receive my order?
A: You can track your order on www.dhl.com with the tracking number included in the Shipping Confirmation email.

Q: Can I return an item?
A: If the correct return process is followed we accept returns of unused products within set days of shipping, according to the conditions specified within returns. Please follow the instructions in Returning a product.

Q: Can I cancel my order?
A: Yes, orders can be cancelled after delivery. Please contact us within 7 working days from the delivery date and follow the instructions in Cancellations.

Q: Will I be refunded the full value of my order?
A: Your refund will be credited to the original purchaser's credit card and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free return collection service. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Q: Which currency will my purchase be in?
A: The currency is dependent on your shipping and billing address. Customers within UK will be charged in £ GBP. Customers in the EC member states will be charged in € Euros. To change the currency displayed on the website, simply click on the currency icon on the top menu of the website and select your currency from the drop down list.

Q: Where does Issa deliver?
A: We currently deliver to all EC member states excluding the following regions; United Nations buffer zone of Cyprus, Faroe Islands, Greenland, Aland Islands, Martinique, French Guiana, Guadelupe, Reunion, St Pierre, Miquelon, Islands of Heligoland and Busingen, Mount Athos, Campione d’italia, Lake Lugano and Lvigno, Antilles, the Canary Islands, Ceuta, Melilla, the Channel Islands and Gibraltar. 

Q: How much duty and tax do I have to pay?
A: Our prices are inclusive of any applicable VAT at the rate appropriate to the country of receipt within the EU at the point of the transaction. By default, product prices are UK VAT inclusive until you proceed to purchase your order where, if applicable, the price will change according to the tax rate in the country of destination.

Q: What payment methods does Issa accept?
A: Maestro, Visa Debit, Visa Electron, MasterCard Debit, International Maestro, Visa Credit, MasterCard Credit, American Express

Q: What packaging will my order be shipped in?
A: Your Issalondon.com purchase will arrive in our signature Issa boxes or Issa carrier bag. All orders are delivered in discreet outer packaging to ensure anonymity.

Q: Do I need to sign for my order?
A: Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

Q: Where do I find items I’ve seen in the press?
A: If you cannot find what you are looking for on issalondon.com, please Contact Us.