Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@iesims.com. Please note that returns will need to be sent to the United Kingdom.

If your return is accepted, we will provide instructions on how and where to send your package. Please note that customers are responsible for return shipping costs unless the item is defective.

You can always contact us for any return question at contact@iesims.com.

Customs, Duties, and Taxes
For orders shipped outside of the United Kingdom, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties, and fees levied by the destination country. IE Sims does not cover these costs; they are the responsibility of the customer. For returns, the customer is responsible for ensuring the package is marked correctly as "Returned Goods" to avoid double-taxation.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you encounter technical setup issues, please contact us at contact@iesims.com for support before requesting a return, as many issues can be resolved remotely.

Exceptions / non-returnable items
We cannot accept returns on custom-configured gear or personalized items. We also do not accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return. Please note that a 10% restocking fee may be deducted from your refund for items returned with opened packaging or signs of use, to cover the cost of testing and refurbishing the gear. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@iesims.com.