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
  • Coronavirus & Ethical statement
Delivery Method Estimated Delivery Time Price

One Year of Totally Unlimited Next Day Delivery.

*Terms Apply.

only £9.99

UK Standard Delivery

2 to 5 working days

99p or Free with Premier Delivery

UK Next Day Delivery

*check postcode exclusions

Next Day Delivery

(Order By 11pm Sun-Fri, 1pm Sat)

*No deliveries on Bank Holidays

99p or Free with Premier Delivery

UK Saturday Delivery

Choose Saturday Delivery*

Sun-Fri if order placed before 11pm on Friday

£4.99

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

FREE OVER €15 / From €3.99

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 $20 or From $10.00

Australia

Standard: 5 - 8 working days

$10.00

New Zealand

5 - 7 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

Extended Returns

In light of current uncertainty surrounding Coronavirus, returns have been extended. We will now accept returns up to 30 days*.

Please note all returned parcels will be quarantined for 48 hours.

Due to Covid-19 and currently practising safe procedures for all staff in the warehouse , its taking a little longer than the normal 7 days to get your refund to you. 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. 

*We cannot be held responsible for any carrier delays with your returns in this uncertain time

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.

Our Suppliers

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)’.

The link below provides details on the 5 steps which need to be taken including site risk assessment, support for workers, hygiene procedures & facilities and social distancing.

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

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.

If you anticipate difficulties in implementing these fundamental safeguarding principles, please contact I SAW IT FIRST for further advice and support.

In line with our ethical policy we would also like to take this 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

Over the coming weeks we will be contacting our suppliers to discuss priorities so we can drive gradual and sustainable change together.

Modern Slavery Statement

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 of 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 which aims to work collaboratively with key stakeholders in the industry to improve our understanding of this salient issue and thereby build stronger policies and processes to mitigate the risk.

Our ethical policies are based on the internationally recognised standards of the International Labour Organisation (ILO) which define the minimum requirements that we expect from all our suppliers.

This modern slavery statement has been ratified and approved by the Board of Directors.

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.

0
Items 0
Subtotal $0.00