FAQs

If you have a question, it may have already be answered below. Still unsure? You can use our contact page, to reach out to us.
Is shopping with iovus secure?

Yes, when you choose to make a payment the relevant gateway system stores your credit card data, which is encrypted through the Payment Card Industry Data Securty Standard (PCI-DSS), a joint effort of brands like Visa, MasterCard, American Express and Discover. Your transaction data is stored only as long as is necessary, and once complete is deleted.

UK & European delivery
Delivery mainland UK Your delivery should be with you within approximately 3-5 working days and sent using a courier/parcel service that will require a signature. International delivery This service is available on light or small orders. Your delivery should be with you within 7-10 working days and will require a signature. Please note that large or heavier items may incur additional charges. Channel Islands, Northern Ireland, Highlands and Islands delivery We despatch orders to offshore locations and the Highlands, however these locations will incur additional charges. Delivery charges will be displayed on the checkout page and will be indicated on your shopping basket.

Approximate guide to International shipping International shipping is calculated on weight, size and value of your order, so options may vary depending on purchases. The most accurate way to see is via the checkout and entering your delivery address and country.

What is direct despatch & dropshipping?
Direct despatch (or drop-shipping) is the term used when the manufacturer/supplier sends an item directly from their warehouse to you. As such, arrival times may vary between product(s) in your order. You may not receive the usual IOVUS despatch email. Delivery: Carrier options vary from product to product, so please allow approximately 3-5 days (UK) or 7-10 days (Overseas) for delivery. As products may be sent from various suppliers, each may have a separate shipping price.
How late can I place my order?
You can order online anytime. Typically our business hours are 9am-5pm and we will aim to fulfil orders up until 12pm GMT. If this time is missed orders will be sent the following working day.
I’m not in to receive my delivery

Delivery carriers will normally leave you a ‘failed delivery’ card and some will attempt delivery to a neighbour, otherwise they’ll return your parcel to your Local Sorting Office for collection typically within 18 days.

Country availability
Due to shipping restrictions on certain items we are unable to deliver to every single country worldwide.
Something is missing from my order
If you have ordered multiple items, there is a chance they are on their way separately due to a direct despatch. If you are concerned simply send an email to sales@iovus.uk and we’ll get back to you. Make sure to include your phone number with your orders, as this will enable supplier to provide you with tracking details.
How can I cancel my order?
Please send an email to customercare@iovus.uk and we’ll stop the order. However, sometimes this may not be possible as the item may already have been despatched. You have the right to cancel an order for goods 14 days from receipt of the goods. After this cancellation period you have a further 14 days to return the goods to us. To be eligible for a return, your item must be unused, in the same condition that you received it and also in the original packaging. The goods will be inspected on their return. Cancellation of a service You may cancel a service at any time but you will be required to cover the costs of the service already provided. If you decide to cancel your order, you must let us know in writing, customercare@iovus.uk, quoting the order number and description to avoid any delays, as the service may have already commenced. Please see our Terms of Service.
Do you include invoices with the order?
We do not include invoices, only a packing slip listing the item(s) inside as well as the billing and delivery address. You will receive an invoice via email.
The item is faulty — do you offer free returns?

If the product arrives damaged or is faulty, you must contact us at customercare@iovus.uk within 48 hours of delivery. We will then arrange directly with the supplier for a replacement to be delivered and the damaged item to be collected.

Generally you will pay the cost of returns, unless the goods prove to be faulty on receipt or fail during a warranty period. We are unable to accept unwanted orders that are returned outside of 30 days.

For International Orders:
If you live outside the UK please contact us at customercare@iovus.uk

For Products delivered by our approved suppliers
If  the product becomes faulty during its warranty period, then the manufacturer will offer a repair service. If the item cannot be repaired, then a replacement product will be provided. please contact us at customercare@iovus.uk

If you have a Boneco product with a technical issue, please call the dedicated Boneco UK FREEPHONE 00800 0595 0595 or email: Boneco_support@agxuk.com.

Specific supplier returns:
Some of our returns are handled directly by our suppliers. For Boneco products contact their dedicated FREEPHONE UK service support number 00800 8595 8595 who guide you through the process.

Can I exchange my item for something else?
We do not exchange items.
I have an iovus voucher or Defence Discount Service code — how do I redeem it?
When you’re ready to checkout, just enter your code at the basket page and your discount will be applied.
What plugs are electrical goods supplied with?

All our electrical products are supplied with the standard UK 3 pin plug.

Still need help?

Email us at enquiries@iovus.uk or you can call us on +44 (0)7885 274461 or +44 (0)7767 721258

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