Shipping policy
Processing & Dispatch All orders are dispatched every Friday. If you order after midnight Thursday, your order will be included in the following Friday's dispatch. Please note that many of our items are built to order — if there is a delay due to production volume, we will contact you via email promptly. Orders are not dispatched on UK bank holidays; in that case dispatch will move to the following working Friday.
Shipping Costs, Taxes & Duties For the following regions, all shipping costs, taxes, and import duties are included in your order total — there are no additional charges at checkout or upon delivery:
- United Kingdom
- European Union (excluding Malta)
- United States
- Canada
- Australia
- New Zealand
- Switzerland
Orders outside these regions are shipped on a DDU (Delivered Duty Unpaid) basis via Royal Mail. A flat shipping rate of £45 may apply. Import duties and local taxes may be charged upon delivery by your local customs authority — these are the responsibility of the recipient. If your country is not currently available at checkout, please contact us at contact@iesims.com and we will do our best to assist.
Delivery Times Delivery times are estimated from the date of dispatch. UK orders typically arrive within 2–3 working days. International orders typically arrive within 2–14 working days depending on region. Delays can occasionally occur due to customs processing or seasonal peaks.
Tracking Your Order Once your order has been dispatched, you will receive a Shipment Confirmation email containing your tracking number. We only use tracked services to ensure your order is monitored from our door to yours.
Damages, Lost Packages & Claims We want your order to arrive in "Ready for Takeoff" condition. Please inspect your order upon reception. If the box is visibly damaged, please photograph the packaging before opening it. As the sender, IE Sims will handle the claim process with the courier for lost or damaged items. If your order arrives damaged, please contact us at contact@iesims.com immediately so we can evaluate the issue and file a claim. Please retain all packaging materials and damaged goods as they may be required for the courier's inspection.
Incorrect Addresses Please double-check your shipping address at checkout. We cannot be held responsible for items shipped to an incorrect address provided at the time of order. If an item is returned to us due to an incorrect address, the cost of re-shipping will be the responsibility of the buyer.
Questions? Contact us at contact@iesims.com and we'll be happy to help.