how to make a return

We have introduced a new return system that utilises an online portal to allow you to seamlessly return items without the requirement for us to create the label for you. Click here for a step-by-step guide.

How do I make a return?

Returns are made simple and easy by using our online returns portal:

Click here to make a return
Can I return my order for store credit?

Yes, you will be able to select store credit during the return process on our portal, as outlined above. Once your return is received, checked by one of the crew and processed in, you will receive an email with your store credit code. (Returns for store credit from EU countries will NOT be subject to the 10% restocking fee)
Can I return multiple orders with one label?

If you are returning multiple items from different orders, you will need to reach out to the crew for assistance at shop@ironheart.co.uk
When will my return be processed?

Depending on the service used to return your item(s), it can take up to 3-5 working days (excluding weekends & public holidays) to be delivered to our team. We endeavour to process all returns within 5 working days of receiving them at our warehouse.
We'll notify you by email once the refund/credit/exchange has been processed. If you have opted for store credit, the code will be emailed to you immediately. Refunds/exchanges will be received within a maximum of 5 working days.
Can I exchange an item from my order?

Yes, you can exchange item/s from an order for the same item in a different size via our returns portal.

For any other exchange types outside of the above, please reach out to the crew at shop@ironheart.co.uk
Can I use my own return service?

If you are using your own service, please send your return to our Gosport HQ:

Iron Heart International
Unit 21 Cooperage Green
Gosport
PO12 1FY

IMPORTANT: If you are using your own service from outside of the UK, you will be required to complete customs forms/invoices. We ask that you please mark the items as a return, referencing the original shipment tracking number (we can provide this). Please also declare the value at no more than USD30. If this process is not followed, we will end up paying taxes and duties on the item for a second time around, which we may deduct from your refund. If you wish to exchange the returned item for a different size or model, please let us know in advance, so that we can take that item out of stock ready to send in exchange (to avoid it possibly selling out).
I have removed the tags, can I still make a return?

Once the tags have been removed, the item is no longer in its original condition to be sold as new. We therefore cannot accept a return.
How should I package my item?

Please return your item/s in the original packaging where possible, packaged neatly and compactly.
I received stickers and/or a lookbook with my order, do i need to return these also?

No, please keep them.
What if I change my mind?

If you would like to cancel your return or change the outcome of the return, please email us at shop@ironheart.co.uk
Should I include anything else in my return?

No, you do not need to include anything else in your return. The order number will be on the label to ensure our team can identify the sender.