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FAQs

Help

Track my order

Account holders

When you have an ISAW account, You can track your order by accessing the “Order History” panel through your account.

*If you are not logged in, you will be prompted to login first.

Guest users

If you placed an order as “Guest”, you will need to create an account with the same email address to be able to track your order.

  • Delivery
  • Frequently Asked Questions
  • Returns / Refunds
  • Corporate responsibility

CHRISTMAS DELIVERY

Get your order in time for Christmas and New Year! Check our order dates below.

Service Get it in time for Christmas Get it in time for New Year

UK

UK HERMES Next Day Delivery

Order by 11pm on the 23rd December

Order by 11pm on the 30th December

UK HERMES Standard Delivery

Order by 11pm on the 17th December

Order by 11pm on the 26th December

UK ASDA toyou - Click and Collect

Order by 11pm on the 22rd December

Order by 11pm on the 29th December

REPUBLIC OF IRELAND

ROI Royal Mail Standard Delivery

Order by the 17th December

Order by the 23rd December

ROI DPD Express

Order by the 20th December

Order by the 27th December

USA

USA DHL Express

Order by the 20th December

Order by the 27th December

USA Standard Delivery

Order by the 12th December

Order by the 17th December

Other International

OTHER INTERNATIONAL Standard Delivery

Order by the 12th December

Order by the 17th December

DELIVERY INFORMATION

Delivery Method Estimated Delivery Time Price

One Year of Totally Unlimited Next Day Delivery*.

*If a Next Day service is not available, your order will be sent standard delivery.

*Terms Apply.

only £9.99

UK Saturday Delivery

Choose Saturday Delivery*

Sun-Fri if order placed before 11pm on Friday

NOT CURRENTLY AVAILABLE

ASDA toyou - Click and Collect

Up to 3 working days

£2.99 or Free with Premier Delivery

International Delivery

Republic of Ireland

Standard Royal Mail: 2 - 5 working days

DPD: Express 2-3 working days

€2.99

From €6.99

Channel Islands

3 - 5 working days

£3.99

Europe

5 - 7 working days

From €4.99

USA

DHL Express Delivery 1 to 2 working days

DHL Express: Free over $15 or From $10.00

Australia

Standard: 5 - 8 working days

$10.00

New Zealand

5 - 8 working days

$10.00

Other International

5 - 8 working days

Price varies by country at checkout

*All delivery times are estimates and subject to the courier being able to deliver. Weather and unforeseen events may also cause a small delay

*Due to the outbreak of the Coronavirus:

  • Where possible select a preferred safe place through your courier service
  • If you are self-isolating, couriers will deliver your parcel as usual and stand back at a safe distance until you have collected it. 
  • If you’re unable to come to the door, friends or family will be able to collect your parcel with your ID at your local Customer Service Point.
  • We also recommend that if a signature is required upon delivery, use a pen or stylus instead of your finger.
  • Please note, there may be some delays during this time, but we appreciate your patience.
  • Please note customers in the USA, France, Spain and Italy may face delays.
  • It’s also important to recognise that there is currently no evidence that you can catch Coronavirus from parcels and letters.
  • For government advice please visit: https://www.gov.uk/

Where is my order?

Once you have placed an order you will receive an order notification letting you know we have received your order.

When your order has been shipped a notification will be sent to you confirming your order is on its way.

When your UK order is with the carrier, the carrier will send you notifications to let you know when they will deliver this to you.

DPD - How to reschedule delivery date below:

  • Select an alternative delivery date
  • Opt for delivery to a nominated neighbour
  • Have the parcel left in a specified safe place
  • Collect the parcel from your local DPD Pickup Shop
  • Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday

Can I cancel my order?

We cannot cancel your order if this has been shipped but, you can return this free of charge once received to obtain your refund.

Can I exchange my items?

We don’t offer exchanges at this moment, but you can return your items and order again, your refund will be processed in line with our refund policy.

My Item is out of stock, what do I do?

Out of stock items after purchase will be displayed on your dispatched delivery note that you will receive within your parcel. We will email you to let you know if any of your item(s) are out of stock.

We’ll try and get the refund to you before your parcel arrives, but if not please allow us 2-3 of days to process your refund. If you haven’t heard of from us by then please contact us.

What is Premier Delivery?

Premier Delivery is Next Day delivery for whole year for £9.99. Premier Delivery is valid for 12 months to UK customers. You must be a registered I Saw It First customer and logged in using your account.

*Premier Delivery is only available for delivery to UK addresses. Postcode restrictions may apply when using the Next Day Delivery service. If a Next Day service is not available, then your order will be sent standard delivery.

Select areas including Channel Islands, Shetlands, Highlands and Islands of Scotland may be subject to a longer delivery time. Please view our Premier Delivery page for more information.

How can I track my order?

You can track your delivery by going into your order history within your Account Then choose ‘track my order” where your courier information will appear

International Tax and Duties

When ordering from I Saw It First you agree to pay any Import Duty / Tax / VAT which may be imposed by your country's government. If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the product/s and any Import Duty / Tax / VAT or penalty imposed by your government.

Press Enquiries

For all press enquiries, please contact: pr@isawitfirst.com

CHRISTMAS Extended Returns

Any Christmas purchases made between the 13th November 2020 and 24th December 2020 may be returned up until the 31st January 2021. *All other terms and conditions within the refund policy applies.

Return Options

Return Options Return Policy Cost

30 days*

FREE

30 days*

FREE

International

30 days*

Cost paid by the customer

Return Policy

You have 30 days from the date of purchasing to return an item to us.

All items must be unworn, unwashed with all original labels intact.

Pierced jewellery, AV SYN Wigs, underwear, lingerie and tights cannot be returned due to the health and hygiene reasons.

Swimwear can only be returned if the hygiene seal hasn't been removed.


To obtain a refund please include the returns form located at the bottom of your delivery note in your parcel and don't forget to keep proof of postage or tracking number - we'll need this if there are issues with your return.

UK Customers

ASDA TOYOU

You can return your parcels at over 600 Asda stores.
 

Here’s how to return at Asda:

  • If you have received a toyou return label with your parcel, please attach this label to your parcel. If not visit the toyou website here to print a label at home or you can print one in store.
  • Take your labelled parcel to the toyou signposted returns point or hand to a colleague at your most convenient Asda location; remember to include your returns note!
  • toyou will do the rest
  • Remember to keep hold of your receipt to track your parcel, which you can do here

ROYAL MAIL

If you are returning an item in the UK it’s super easy and free via Royal Mail. All you need to do is return your item along with the returns slip which came with the goods and mark which you would like to return using the reason codes provided.

You can create a prepaid returns label for your items on the Royal Mail website.

Once you have repackaged the items, simply attached the prepaid returns label and take your parcel to the local Post Office.

If you wish to return the item via an alternative returns service than Royal Mail or Asda ToYou, the responsibility of all costs of the return will be down to the customer. Please return the parcel to the following postal address:

I Saw It First Returns
Torque Logistics Ltd,
Standbridge Lane,
Kettlethorpe Wakefield,
WF2 7YY

International Customers

If you are returning your items from outside of the UK, just attach the return slip with your parcel so we can identify your order and send your items using your preferred courier. Please note that the responsibility of all costs of the return are upon customers expense. Please return the parcel to the following postal address:

I Saw It First Returns
Torque Logistics Ltd,
Standbridge Lane,
Kettlethorpe Wakefield,
WF2 7YY

Faulty returns:
Oh no! We’re sorry to hear this. If you receive a faulty item please return it back to us within 60 days of purchase. Please get in touch with our Customer Care team before returning so we can investigate this as priority.

How long does it take to get a refund?
We aim to process all returns within 21 calendar days, once your return has been processed we’ll keep you updated every step of the way. An automated confirmation email will be sent from I Saw It First and a refund will be issued back to your original method of payment.If any item isn’t returned in the condition outlined in our refund policy a member of our Customer Care team will contact you to discuss your options.

Can I exchange an item?

At present we’re unable to offer exchanges upon receiving your return, we’re sorry to disappoint! We’ll make every effort to quickly process your return and refund you back to your original method of payment. In the meantime, you’re more than welcome to place another order with us to receive your desired item.

Can I cancel or change my order?
We like to get your order out to you quickly so unfortunately we can’t make changes or cancel an order once it has been placed. This includes changes to items or address information. If you wish to return an item, you have 30 days from the date of purchase to send it back to our Returns Team located in the United Kingdom.

How do I send my parcel back?

You can return your UK items free of charge within 30 days for a full refund, please allow 21 days for your refund to be processed.

Please note: Free returns are only currently available in the UK and via the pre-printed labels in your parcel. Returns sent by any other method are the customers cost and liability.

What can I return?

You can return all items that are within a 30 day period, unworn and the tags still intact, we cannot offer refunds on cosmetics, beauty products, fragrances, facemasks,earrings, pierced jewellery, or lingerie and swimwear if the hygiene seal is not in place.

Where is my refund?

Please allow 21 days for your Return to be received and processed, we will send you an email as soon as your return has been refunded. If you haven’t heard from us after 21 days of sending your parcel back, please contact us.

RETURNS UPDATE

Delivery Update

We are running business as usual, however in light of uncertainty surrounding Coronavirus we wanna let you know what advice our couriers have given us. We want to make sure our customers and couriers are protected which means minimising physical contact.

Returns have been extended, we will now accept returns up to 30 days. Please note all returned parcels will be quarantined for 48 hours.

Keeping Our People Safe

We at I SAW IT FIRST care about providing a safe and secure environment for all workers in our business and the supply chain.

We have followed government guidelines for safe return of our teams within our head office and the warehouses, where the safety and health of our staff and people visiting our sites has been of upmost importance. Steps have been taken to conduct site risk assessment, support workers, provide additional hygiene procedures & facilities and implement social distancing measures.

During these unprecedented times we also expect our suppliers to safeguard the wellbeing of their employees and comply with the government guidelines issued to prepare all businesses for re-opening, as outlined in ‘working safely during coronavirus (Covid-19)’.

More information on the guidelines we have followed can be found on the government website.

https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19/5-steps-to-working-safely

Our suppliers are aware that when preparing to re-open, failure to undertake a risk assessment can result in an enforcement notice being issued by the Health and Safety Executive (HSE) or your local council.

We are also communicating that if any supplier anticipates difficulties in implementing these fundamental safeguarding principles, they should contact I SAW IT FIRST for further advice and support.

Keeping People Safe In The Supply Chain

We at I SAW IT FIRST care about providing a safe and secure environment for all workers in our supply chain.

During these unprecedented times we expect our suppliers to safeguard the wellbeing of their employees and comply with the government guidelines which have been issued to prepare businesses for re-opening, as outlined in ‘working safely during coronavirus (Covid-19)’.

To mitigate the impact of COVID we expect our suppliers to conduct site risk assessment, support for workers, review hygiene procedures & facilities and implement social distancing in the workplace.

Suppliers in the UK have been asked to refer to government guidelines via the following link and contact I SAW IT FIRST for support and advice is required.

https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19/5-steps-to-working-safely

Our suppliers have also been advised that when preparing to re-open, failure to undertake a risk assessment can result in an enforcement notice being issued by the Health and Safety Executive (HSE) or your local council.

We have also taken the opportunity to re-iterate our zero-tolerance approach to the following.

  • Unsafe working environment
  • Work which is not voluntary e.g. bonded, trafficked or forced
  • Use of prison labour
  • Child labour (under country legal minimum age but over 15)
  • Falsification of wages and hours records
  • Non-payment of national minimum wage
  • Sexual, physical abuse, harassment, or discrimination

Our suppliers have been instructed to ensure that this communication is cascaded and understood by everybody in your business and within your tier 2 factories and subcontractors.

I SAW IT FIRST is continuing to work with their suppliers to ensure COVID prevention measures are maintained whilst this pandemic persists.

We confirm receipt and full understanding of the I SAW IT FIRST supplier communication on the 28th July 2020, regarding the importance of Covid-19 prevention in the workplace and their zero tolerance criteria for ethical compliance.

As a supplier we will always commit to upholding these requirements, without exception or compromise.

Modern Slavery Statement

Modern Slavery Statement 2019/2020

Modern Slavery is a crime and a violation of human rights. It can take various forms such as slavery, forced or compulsory labour, servitude, and human trafficking. These violations of human rights can result in deprivation of a person’s liberty and exploitation by others for personal or commercial gain.

At I SAW IT FIRST, we are committed to acting ethically and transparently and pride ourselves on having a strict zero tolerance approach to modern slavery. We accept that modern slavery is a real risk within our sector and take responsibility for undertaking due diligence to safeguard against any form of modern slavery and violation of human rights within our business and the wider supply chain.

We are a young and growing business eager to comprehend more about the implications of Modern Slavery. We aim to work collaboratively with key stakeholders in the industry to improve our understanding of this salient issue and thereby our ability to build stronger policies and processes to mitigate the risk.

This modern slavery statement has been ratified and approved by the Board of directors and signed by our CEO. It is published in accordance with the Modern Slavery Act (2015) and sets out the steps taken by I SAW IT FIRST during financial year ending September 2020 to safeguard against modern slavery in our business operations and supply chain.

About I SAW IT FIRST

I SAW IT FIRST is a fashion online business founded in 2017, as the ultimate one-stop-shop for the stylish generation of savvy, fashion obsessed females.

Business Structure

  • Product: Apparel, footwear, accessories
  • Customer Target: Primarily 16-35-year-old females
  • Sales channel Pure Play Etail
  • Employees 220
  • Office: Head office is based in Manchester UK
  • Fulfilment Centre: Our fulfilment centre is based in Wakefield and managed by a third party, Torque Logistics
  • Customer Care: We operate an in-house customer care team, full time permanent employees who transitioned to home working in March 2020

Suppliers

  • I SAW IT FIRST has 100 active suppliers, covering multiple product categories
  • The UK is the biggest territory accounting for 60% of all goods sourced in 2019/2020
  • 70% of our suppliers are based in Europe (UK, Italy & France)
  • Other sourcing regions include China, Pakistan, Turkey, and Morocco
  • The top 15 suppliers are producing 64% of our goods

Relationships with Suppliers

We divide our supply base into two separate areas.

  1. Those which supply stock which is sold on our website. All I SAW IT FIRST products are designed or sourced in-house and manufactured by third party supplier factories.
  2. Non-Stock suppliers and subcontractors who provide products and services such as. customer deliveries, building maintenance and health & safety.

Stock suppliers

In relation to stock products we classify our tier 1 suppliers as those who we contract to produce and manage the main production sites, where product is cut, sewn, and finished for I SAW IT FIRST. Strong, transparent, and collaborative relationships exist with our Tier 1 suppliers who are well known to the business and have declared details on their primary manufacturing operations. This information is held internally and updated by the merchandising team. Work is on-going to risk assess these suppliers against our code of conduct, including modern slavery indicators, with 62% of tier 1 supplier mapped.

We recognise that other sub-contractors and processors exist within our supply chain who are categorised as Tier 2, and this could present a risk in terms of effective monitoring and management of modern slavery. Work is on-going to improve transparency at this level and this will form a key element of the strategy in 2020/21. To limit our risk in this financial year, we have sourced 64% of our goods through 15 strategic suppliers, who either have production on site or work with a small number of dedicated factories, which are declared to I SAW IT FIRST.

We recognised that improving transparency within the wider supply base will be a key lever for identifying and resolving problems and ultimately to protecting the rights of workers in the future.

Non-stock suppliers & Subcontractors

Non-stock suppliers are bound and aligned with the same zero tolerance to modern slavery as our stock suppliers. We ask our partners to commit to comply with our code of conduct and ethical policy or alternatively have their own policies that meet or exceed those of I SAW IT FIRST.

Torque Logistics are contracted by I Saw It First to provide Warehousing, Pick, Pack and Despatch services. They are our largest single non-stock supplier and employ more than 200 staff assigned to the I Saw It First contract. As a result, we mandate that their operation, governance and ethical standards adhere to the same policies, requirements and compliance as defined for our internal teams and operations.

Governance

I SAW IT FIRST has based its ethical policy on the internationally recognised standards of the International Labour Organisation (ILO) which define the minimum requirements that we expect from all our suppliers and ourselves. We recognise that I SAW IT FIRST has a responsibility to ensure its products are sourced and produced ethically and without exploitation of others.

In line with our ethical policy we take a zero-tolerance approach to child labour, forced labour, prison labour, sexual abuse or discrimination and unsafe working conditions. I SAW IT FIRST is committed to improving working standards and the environment for all workers in their own operations and the supply chain.

The Board of I SAW IT FIRST have played an active role in scoping, reviewing, and approving this statement. They are committed to providing the resources required to drive continuous improvement where risks are considered highest or where investment is currently lacking. Due to the rapid growth of the business in 2019/20 the board has recognised the need to recruit a dedicated ethical compliance team led by a senior executive to further support the business and the supply base in safeguarding human rights.

Modern slavery will become a key element of an annual risk assessment process which is overseen by the board. The Executive board is responsible for ensuring that I SAW IT FIRST meets its human rights responsibilities and are supported by the Head of Human resources.

Due Diligence & Risk Assessment

I SAW IT FIRST expects its suppliers to undertake 3rd party audits by a recognised APSCA member company according to audit protocols including but not limited to SMETA, BSCI and SA8000, and valid for 18 months from date of audit. On undertaking of 3rd party audits any Issues recorded on the corrective action plan (CAPR) must be declared and closed within the timeframes indicated. I SAW IT FIRST has identified the limitations of managing compliance based purely on audit documentation. To mitigate risk, I SAW IT FIRST executes their right to undertake regular unannounced visits to their suppliers and factories. This approach is facilitated by a close working relationship with our suppliers who support us in our goals to nurture gradual and sustainable change.

In 2019/20 a code of conduct was scoped by the business outlining I SAW IT FIRST expectations in terms of human rights, working conditions, modern slavery and supply base transparency. This code of conduct will be issued to all suppliers to ensure understanding and compliance. We also recognise that development of additional policies relevant to vulnerable groups such as migrant workers, young workers, in addition to grievance and whistleblowing procedures will further enhance our ability to safeguard against modern slavery in our supply chain.

Although over 50 % of our goods are sourced and manufactured in the UK we accept that modern slavery and human rights violations could still exist.. We take any allegation of malpractice in any part of our supply chain extremely seriously. In addition to our proactive governance and audit procedures we remain committed to fully investigate and eradicate any reported failings in our extended supply chain.

In addition we directly support in strengthening their internal procedures and awareness of human rights as a mechanism to safeguard against modern slavery risks. The commencement of regular 3rd party audits as referred to above aims to further enhance our governance in this area.

We recognise that specific vulnerable groups are generally at greater risk of exploitation including.

  • Migrant workers
  • Refugees
  • Young workers
  • Contract or agency workers
  • Women
  • Outsourced & home workers

We are also committed to strengthening our policies and purchasing practices to protect the rights of these vulnerable workers with specific focus on contract or agency and female workers which may present the most likely risk of exploitation in the UK supply chain. To underpin our due diligence strategy and training programme for suppliers, I SAW IT FIRST has committed to joining the Fast Forward programme in 2021.

Further Steps

As a young business we are learning fast, by building expertise internally and engaging with external stakeholders and peers in the industry. Our commitments to improve are supported at board level and include the following.

  • Strengthening the ethical compliance team with the recruitment of a senior manager lead by February 2021
  • Undertake training programmes in house and within the supply chain to improve awareness of human rights and modern slavery
  • Continuing to develop policies to protect vulnerable workers e.g. contract & agency workers, women, and young people.
  • Engage with external stakeholders to improve governance and understanding by working directly with NGO’s
  • Strengthen supplier engagement process to ensure ethical compliance is factor for onboarding
  • Enhance due diligence by joining the Fast Forward programme to strengthen our audit programme in the UK. Fast forward is renowned as a leading forensic audit methodology which helps identify and report indicators of forced labour and labour exploitation, whilst recognising good practise in the supply chain.
  • Build a framework for remediation which clearly defines the critical nature of violations and how issues will be managed, remediated, and assessed
  • Establish grievance procedures and whistleblowing in relevant languages for each of our trading territories

How safe are your current delivery options in relation to Covid-19?

The safety of both our customers and couriers is of the utmost importance. To ensure that we are offering our customers the safest delivery options we are working with our couriers to provide different options, see below for further details.

  • Where possible select a preferred safe place through your courier service
  • If you are self-isolating, couriers will deliver your parcel as usual and stand back at a safe distance until you have collected it.
  • If you’re unable to come to the door, friends or family will be able to collect your parcel with your ID at your local Customer Service Point.
  • We also recommend that if a signature is required upon delivery, use a pen or stylus instead of your finger.
  • Please note, there may be some delays during this time, but we appreciate your patience.
  • Please note customers in the USA, France, Spain and Italy may face delays.
  • It’s also important to recognise that there is currently no evidence that you can catch Coronavirus from parcels and letters.
  • For government advice please visit: https://www.gov.uk/

What should I do if I'm not able to return my order due to closures and restrictions?

Due to the current climate you may find returns a little trickier than usual. To support the current restrictions in place due to Covid-19, we have extended our returns period to 60 days. Please also note that all returned parcels will be quarantined for 48 hours.

My order passed through an affected area what precautions have been put in place?

There is nothing to suggest this is a concern and we are staying updated and implementing all the latest official advice.

Will there be a delay in delivering my parcel?

We are up and running as usual. We are trying our best to ensure that all deliveries get to customers on time. You shouldn't experience any delays however you will be able to see your delivery dates at checkout.

Once you've placed your order you’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email. Alternatively, you can log into ‘My Account' and click 'Track This Order'.

What steps have you taken for safety against the Coronavirus?

We are following all relevant official advice and guidance.

What are you doing to help?

As a brand it’s incredibly important for us to support not only our customers but our wider community. We have launched several activations including: 25% off for all NHS, Police, Army and government staff. We also donated 100% of profits from our ‘Blue Edit’ to the NHS. We are donating 1000s of hand sanitisers to the NHS and goods to our local Children’s hospital. What’s more, we are constantly looking at new ways of supporting our community.

How are you shooting product?

We are shooting more and more products without models as well as calling on our amazing community of influencers to provide killer content from their homes!

Contact us

In case the information above has not been helpful

Before contacting us why not check if your query can be answered in our FAQ section. If not then please complete the ‘Contact Information’ and we’ll get back to you ASAP.

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