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Shipping

How long will my order take?

Isolated Heroes champion slow fashion and love creating your gorgeous sparkles! We manufacture all of our items in house on a made to order basis. Please allow up to 21 days for your order to arrive before contacting us.

You can track your order here.

Do you accept rush/express orders?

Please email the studio team on info@isolated-heroes.com ahead of placing your order if you need your item in a short time frame for a specific event. We can take a small amount of priority orders per week. You must email ahead of placing your order to check that your chosen fabric is available. International express orders are also available at an additional shipping fee.

Do you ship Internationally?

Yes babes! We love our worldwide sequin squad! We ship via Royal Mail International Tracked & Signed for all non uk customers and can send express via FedEx if needed.

Will I have to pay a customs fee when my item reaches me?

Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs office.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Isolated Heroes, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Isolated Heroes. This amount will be deducted from your merchandise refund.

Where can I track my order?

You can track your order here.

Why hasn’t my tracking updated?

You’ll receive a shipping confirmation email with a tracking number as soon as your order has been dispatched from our design studio, please be aware that it can take up to 2 working days for your tracking to update, if you’ve ordered with standard delivery.

If you still can’t see any updates to your tracking after this time, please get in touch with customer care and we will investigate.

My Order

Can I cancel my order?

Isolated Heroes can cancel your order within one hour of placing the order. Unfortunately after this orders cannot be canceled as the item will already be transferred to production. 

Help! I’m missing an item in my order.

As each item is made to order, Isolated Heroes will occasionally part ship an order if there's a delay in fabric in another item in your order. This is to ensure we can get your garments to you as fast as possible! To lower our carbon footprint and be as sustainable as possible we will however endeavor to ship your order as a full order and will always ask before part shipping.

What payment methods can be used on the website?

Debit Credit Card / Paypal / Klarna / Shopify pay / Amex / Apple Pay / Google Pay

Returns

Do you accept returns?

We offer fuss free returns and accept returns on all items within 20 days of your order being shipped. 

Can I return my custom item?

Unfortunately we cannot accept returns on custom orders. Custom orders count as all items made specifically for a customer or tweaked to a customer's specifications. We want all of our customers to be 100% happy with their item and will however offer to make alterations if needed.

How do I return/exchange something?

We have gone paperless with our returns and exchanges! Please send an email to customercare@isolated-heroes.com with your order number and return or exchange request and then package up your item to:

Isolated Heroes

Studio 317,

MeadowMill

West Hendersons Wynd

Dundee

DD1 5BY

UK

You have 14 days to return your item. Items returned after this date but within 30 days of pruchase will be accepted for store credit only. For our full returns policy please visit here.

Do you offer free returns?

Isolated Heroes is a small independent company where we reinvest all of our profits to be able to scale and grow and provide more creative career opportunities. This means we cannot offer free returns and returns cost are at the expense of the customer.

What happens to customer returns? Does anything go to the landfill?

Absolutely not! Isolated Heroes provide an ethical and sustainable supply chain and believe that each Isolated Heroes item should be treasured forever! Once an item is returned to us we will inspect for any faults and the item will then be moved back into stock in our “In Stock Section”. We occasionally sell our Isolated Heroes exchanges and returns via instagram sample sales and via our depop.

Product

Will you be restocking sold out styles?

Isolated Heroes like to work on limited edition drops to keep things fresh and exciting for our sequin squad! We produce our garments from deadstock fabrics and manufacture fabrics in low quantities so we can keep it exclusive for our customers. 

How do I care for my Isolated Heroes item?

Due to the intricate nature of our fabrics we recommend you hand wash all of your sequin items. We regularly update our instagram stories and our “Repair/Recycle” highlight reel with ways to care for your sequin garments to ensure long term wear.

Where does your fabric come from?

We are currently using 80% deadstock sequins within our sequin range which means the fabric has already been produced and is now waste fabric / going to landfill. The rest of our sequins are manufactured by our fabric supplier in Shaoxing, China. All of our fabric suppliers pay fair wages as per the global living wage coalition. 

Who manufactures your items?

Our in house production team design, cut and sew all of our items. We are extremely passionate about ethical manufacturing and use the best in-house team! We are like one big family! The only items which are outsourced are our cotton sweaters and t-shirts which are purchased from a local supplier. 

Discounts

I signed up for 10% off my first order and haven't received my code!

If you have signed up to our newsletter, you’ll receive an email asking you to confirm your subscription. Once confirming, you will receive a separate email containing your unique 10% off code.

If you are having trouble locating this, please double check your inbox as well as spam / junk emails and if you still can’t find it, there may be an issue with the address you’ve entered. We would recommend signing up again using an alternate email address.

Can I use multiple discount codes?

Sorry we are unable to stack or combine discount codes.

I didn’t use my discount code. Can I add it on after?

Unfortunately we are unable to apply discount codes to orders after they have been placed. You are welcome to save a discount code to use again on another order within the discount codes validation period.

Do you do a student discount?

We don’t have student discount however you can sign up to become a member of our #SequiSquad and receive 10% off your first order. Once you are a member of the #SequinSquad you will receive regular updates, loyalty points and secret discount codes.

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