Delivery

Your ID products will be delivered in a neutral box due to a strict privacy policy.

All deliveries are next working day when orders are placed before 1.30pm. Note; Weekend deliveries are not available.

Delivery Option Cost Details
Standard Delivery £ 5,00
Free for all orders with a net value above £ 45.
Next day delivery to any UK address for orders placed before 1.30pm. The order will be delivered by DPD, Ontex’s parcel service courier.
Tracking codes will be included in your order details in the My account section.
Tracking codes will be included in your order details in the My account section.

It is evident that Ontex can, and will, only deliver a parcel if someone is present to sign for its receipt. Two preliminary attempts have been foreseen to deliver a parcel to you, or your cohabitee. Should the courier not be able to reach persons in the intended household on either of these occasions, a card will be left to coordinate delivery at a more convenient time.
If you refuse your package immediately at delivery, the courier will return your goods.

Tracking and tracing

You can follow your parcel.
If you click on the Tracking number under “My Account” – View orders, you can check the delivery status of your parcel.

Returns

If the packaging of the products is not opened or damaged you can return the goods within 14 days after delivery.
In order to do so, please inform the iD-Help Desk by mail that you want to return your products, and mentioning the relevant order number, products and quantity.
In return you will receive a mail detailing when our courier will pick up the goods.
A full refund will be awarded within 30 days after the products have been received and checked at our premises. You only have to pay for the costs for returning the goods, amounting £ 12,00.

Complaints

If the delivered goods show a product defect, although they are manufactured at the highest quality standards, you can contact our iD-Help Desk per mail, telephone or letter. Your complaint will be treated with the highest care and if the defects are proven the products will be replaced for free.
See Article 5.4 and 5.7 of our Terms and Conditions of Sale.