Shipping & Deliveries
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@Alex thanks for the update. Shout out to the IHUK team for handling this situation with the utmost professionalism, and putting their customers first!
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@Alex Ditto of @SourPower above - can’t thank you enough!
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It's now been 2 weeks since the US got rid of the de-minimis. What's been the real-world experience of US customers? Are packages actually being checked and fees charged? If so, is there a quick way to calculate the customs charge based on the price of the product? I've heard that things like product material (cotton vs wool for example) are important in determining the fee.
The best breakdown I could find was this site from DHL specific to Malaysia. It looks worse than the US tax code. https://www.dhl.com/discover/en-my/logistics-advice/import-export-advice/All-You-Need-to-Know-About-US-Import-Tax-and-Duties
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Christmas 2025 order deadlines and opening hours...
Following a busy few months of FW25 product launches, Santa Selvedge and the Iron Heart elves will be taking a well-earned break for the holidays. This means that Iron Heart International will be closed over the Christmas and New Year period on the following days:
- Saturday, 20th December
- Sunday, 21st December
- Thursday, 25th December (Christmas Day)
- Friday, 26th December (Boxing Day)
- Saturday, 27th December
- Sunday, 28th December
- Thursday, 1st January (New Year's Day)
To give us the best chance of delivering your goodies before Christmas, please ensure that all orders are placed by 13:00 GMT on the following dates:
- USA, Europe & ROW: Thursday, 18th December
- United Kingdom: Friday, 19th December
While we will continue to ship goods up until the 24th December, we cannot guarantee that orders placed after the 19th will arrive before the big day.
Orders placed over the holidays will be processed in chronological order starting on Monday, 29th December, until the final courier collection on Wednesday, 31st. We will return to normal working hours from Friday, 2nd January onwards.
Please note: For "guaranteed" Christmas delivery, we advise placing your order well before the deadlines stated above, in case of unforeseen courier and customs delays that are beyond our control. Orders with hemming/snap upgrades or specific sizing requests may be subject to delays, as we get in touch with you to discuss further.
Thanks & happy holidays,
The Iron Heart Crew -
You guys totally deserve to take the entire month of Jan off while laying on some secluded beach in nice 85 degree weather or hitting the mountains of your choice snowboarding. Thank you for an amazing year from all of you except my bank account! Happy Holidays!
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Thank you, @clutchdealer - the guys will appreciate the kind words. Annoyingly, if UPS are collecting, people are expecting (their packages) so we always stay open when we can get shipments out the door
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Will the recent US Supreme Court ruling on the illegality of the current tariffs have any effect on Iron Heart shipping? Unfortunately, it looks like the de minimis exemption will remain in plaice.
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I recently shared that we had transitioned our courier partner from UPS to DHL in an effort to provide a better service for our customers. When I made that announcement, I mentioned that we aren't too proud to revert if a change isn't working. While I didn't expect to be in this position quite so soon, we have made the firm decision to return to UPS.
While I still believe DHL’s "in-flight" user interface is more intuitive for the end user, we encountered fundamental operational issues during this first month that would have had a significant knock-on effect on our overall service.
Specifically, DHL proved much slower and less reliable when transporting goods from Japan. This resulted in delays to product releases and, in busy periods, would potentially force "rushed" launches due to shipment backlogs. Just like our clothing, we take our time to ensure our release process and product information meet the highest possible standards, something we aren't willing to compromise for a courier.Furthermore, we experienced instances where DHL refused to collect goods from IHUK - an issue we never encountered in eight years of working with UPS. Having customers receive a shipment notification only for the package to sit in the UK for an extra day or more is completely unacceptable to us. We also discovered that DHL does not provide a return service in many "remote" locations, leaving some customers with no choice but to drive long distances or shoulder the burden of expensive return costs.
We do not view these as minor teething issues, and uncovering them so early gives us significant concern regarding the viability of a long-term partnership. These negatives go against the fundamental service we strive to provide at Iron Heart. I sincerely apologise for any inconvenience caused by this temporary switch. As always, I am happy to address any questions or concerns you may have - please reach out via DM or email so we can keep this thread clear. -
There must be a gap in the market for a global shipping company that can consistently do its job properly!
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Thanks for the transparency! It's a big part of why I trust/admire Iron Heart as brand. Although I am personally very happy about the return to UPS, I don't begrudge the team one bit for trying out DHL. Experimenting is better than stagnating
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Well then, I’m saving the world using DPD!
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Mixed feelings about my latest delivery.
I specifically requested Signature on Delivery, as I live in an apartment complex and packages do sometimes go missing if left unattended.
The package got from UK to Aus in reasonable time, so no complaints there.
However, the package was just dumped at the front door of the complex. I was busy at work and didn’t check tracking all day, so it’s lucky noone swiped it.
The UPS “proof of delivery” screen grab below shows that signature was required, but also that it was “Received by Inside door”.
I got lucky this time, but a bit frustrated at the lazy couriers.
Sporadic visitor.
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@RocknRoll UPS is very problematic here as well.
