Are you open?
Our customer service team is here for you from Monday – Friday 8:00am – 17:15pm. We have opened our main warehouse and are now despatching again with slightly extended lead-times. If you are ready to place an order please do not hesitate to do so, as the sooner you place it, the sooner it will be dispatched.
Will my order be delayed?
Please allow up to 72 hours between order placement and despatch of your order. The number of staff we can have on the premises is limited to ensure compliance with social distancing.
When placing orders online or over the phone, please make sure the provided delivery address can receive deliveries.
Can I update the delivery address on an existing order?
If you need to update the delivery on an order that has not yet been shipped, please contact us via phone, e-mail or live chat. Please be aware that once the order has shipped we are unable to amend the delivery address.
I have items on backorder but my show has been cancelled/postponed, can I cancel them?
We fully understand that some items may no longer be required, should this be the case please contact us via phone, e-mail or live chat and we can assist with the cancellation.
Can I cancel my order?
If your order has not yet been dispatched and is not a special order or a made to order and you need to cancel it, please contact us via phone, e-mail or live chat and we will assist you.
Can I make a return?
Yes, of course. Please expect delays in returns processing as our returns warehouse was closed between 23rd March and 15th June.
We updated our returns policy in light of the enforced closure. You may return orders placed on or after 1st February 2020, subject to the refund complying with our usual returns policy below. For orders placed between 1st January 2020 and 31st January 2020, you can still return goods and receive a credit to your IDS account. Orders placed before 1st January 2020 are unfortunately non-returnable.
I made a return before your warehouses closed on 23rd March, when will this be processed?
Returns will be processed in date order. You can check the tracking information of your return to see if and when it was delivered to us. If it has not been delivered to us then it is likely that your parcel has been returned to you. If you have not received it back, please contact the courier for further information. Unfortunately, we are unable to cover the returns postage costs if your parcel has been returned to you.
I made a return after your distribution centres closed, have you received my parcel?
Please check the tracking information of your return as we have not been able to accept any returns after the closure on 23rd March until we re-opened our main warehouse on 26th May. If it has not been delivered to us then it is likely that your parcel has been returned to you. If you have not received it back, please contact the courier for further information. Unfortunately, we are unable to cover the returns postage costs if your parcel has been returned to you.
When will I receive my refund for a return I made?
Returns will be processed in date order. Please allow us some time to work through them and you will receive an automated e-mail as soon as your return as been processed. If you requested a refund then this will be processed as soon as possible.
My question is not answered here, can you help me?
Of course, our dedicated customer service team is still here for you and would be happy to help with any queries you may have.
You can contact us via one of the following methods.
Phone: +44 (0) 1626 36 32 32
Monday – Friday 8:00am – 17:15pm GMT
Live Chat: www.ids.co.uk
Monday – Friday 8:00am – 17:15pm GMT
We aim to respond to all e-mails within 1 working day.