Shipping & Deliveries
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First I'll ditto the comments on IH exemplary customer service. I was actually waiting till the delivery showed up this week before posting something since I felt my requests/stacking directions were way more than usual. Also an early kudos on what is probably another stellar pocket repair!
Unfortunately I'm having a UPS issue and found my way to this thread. I didn't release the signature requirements, but I did request from UPS the delivery reschedule for when I was home. Original delivery was Monday, and rescheduled for Wednesday. Tracking shows no updates from the last few days. I called UPS help. The trick is to say "complaint" at every auto-prompt to actually get to speak to someone. They said tracking shows the package at their hub and I should submit a claim. Is it preferred that IHUK submit a claim as the shipper? It looks like I can as the receiver but not sure if there is anything to gain or lose if I do it.
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It hasnt been delivered. The package is a new order along with a repair on my UHRs. UPS said to submit a claim as a loss through their claims support site. Using UPS tracking it appears to just be sitting at some UPS facility without any attempt at delivery and has been that way all week.
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@wk The guys check in occasionally during the weekends, and I’m sure someone will get in touch with you when they can. You may want to send an email to the shop: shop@ironheart.co.uk to explain your situation and to see if there is anything that can be done and by whom.
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UPS has messed up my order this week as well. It was supposed to be delivered today, but on Wednesday it got “delayed in transit” and a new delivery date will be rescheduled. Annoying especially since it has Redline Rally entry pieces in the package that need to be registered by the end of the month. Fingers crossed!
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@goosehd thanks for the help! I'll reach out to them.
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@alex are there any changes forthcoming in shipping from IHUK to the U.S. with the de minimis’ tariff exemption scheduled to end in a few days? I didn’t see any updates come through on the forum yet or anything noted in the IH shipping policy - so I’m assuming no news is no change - fingers crossed
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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.
