FREQUENTLY ASKED QUESTIONS

Here you will find answers to frequently asked questions about ordering, shipping, returns, payment methods & products in the ISM Store – quickly explained & accessible at any time.

Questions about the order

Are my products in the shopping cart automatically reserved for me?

No, the products are only assigned after the order is completed.

Is it possible to order by phone?

No, an order is only possible through our online shop.

Is there a minimum order value for ISM products?

No, there is no minimum order value.

Can I order sold-out products or make a pre-order?

Sold-out products can no longer be ordered. A pre-order is not possible. However, you can sign up on the product detail page for your desired size, and we will automatically notify you as soon as the item is available again in that size.

Are the displayed prices final prices?

Yes, this is the final price including VAT and in the currency Euro.

I can't find the product in the ISM online shop?

In the product list view, all products available at the time of your visit are displayed. Unavailable sizes and colors cannot be added to the cart.

How do I know if I ordered the right size?

Under the following Link you will find our size charts. Here you will find all the necessary information and measurements for our products.

I would like to cancel or change an order. Where can I do that?

As soon as you have sent the order with the "Buy now" button, editing/changing or canceling is no longer possible. After receiving the ordered products, you can exercise your right of withdrawal.

What happens if you can no longer deliver the products I ordered?

This can occur in exceptional cases. Should this happen, we will promptly refund your payment amount. Of course, we will inform you in such a case by email or phone.

Questions about payment

Can I change my billing address afterwards?

In an already issued invoice, the billing address cannot be changed retroactively.

What payment options are available to me in the ISM store?

You can find our available payment methods here. Please note that options may vary depending on the billing country.

How do I get a refund in the case of a return?

In case of a refund, the amount will be refunded to you as quickly as possible or within 14 days to the payment method you selected in the online shop, e.g. credit card or Paypal.

Is my purchase in the ISM Store online safe?

You don't have to worry about your purchase. To ensure security, we use SSL encryption technology. SSL stands for Secure Socket Layer. This protects the data you send to us over the Internet. When SSL is activated, you will see a padlock (green/orange) in the address bar of the browser. The URL address begins with "https" instead of the usual "http".

Where can I find the invoice for my order?

Your invoice will be sent to you via email with the shipping confirmation.

My payment is being denied, what should I do?

Your order receives the status "No payment received" and cannot be processed further. In this case, you should check your bank details again or contact the institution/bank of your payment method.

When do I need to transfer my invoice?

If you choose purchase on account, your invoice will be sent to you by email shortly after your order.
You then have 14 days to calmly receive, check, and pay for your order.

What does SEPA bank transfer mean?

With the SEPA bank transfer, you will receive a QR code and all the necessary payment details so that you can pay for your order in advance. We will dispatch your order as soon as we have received your payment.

How does the payment process work for business customers?

The Billie payment method is available to our business customers. Please select this option and enter your details. You can then shop conveniently on account.

Questions about shipping & delivery

Which delivery service will deliver my order?

For deliveries within Germany, DHL is our shipping service provider.

How much are my shipping costs?

For purchases of €99 or more, we will cover the shipping costs! For all other orders below the specified purchase value, the shipping costs are as follows:

Germany: €4.99
Austria: €4.99
Netherlands: €4.99

How long does the delivery take?

Your package will arrive within 3-5 business days. Once your order has been dispatched, you will receive a confirmation via email including a tracking number. Currently, Germany, Austria, and the Netherlands are being supplied.

On weekends (Saturday and Sunday) and on the following public holidays, no packages will be shipped from our shipping warehouse:

Europe:
New Year's Day (January 1)
Epiphany (January 6)
Good Friday
Easter Monday
Labor Day (May 1)
Ascension of Christ
Whit Monday
Corpus Christi
Assumption of Mary (August 15)
Day of German Unity (October 3)
All Saints' Day (November 1)
Christmas (December 24 - 26)

Which countries are supplied by ISM?

Currently, Germany, Austria, Spain, Italy, and the Netherlands are being supplied.

Questions about returns

How can I return products?

The instructions for the returns processing can be found here.

Is there a time limit for returning ordered parts?

The deadline for cancellation begins on the day of delivery. Returns must be made no later than 14 days from the day on which the notification of the cancellation of the contract has been received by us.

Can I exchange a product directly?

No, unfortunately that is not possible. If an exchange is desired, we ask for a new order and the return of the original goods.

What does a return cost me?

We provide you with a return label that guarantees free shipping of the goods.

When can I expect my refund?

Returns will be processed within a week after receipt of goods. After that, we will initiate the refund to your account. In case of a high volume of returns, processing may take up to a maximum of 10 days.

Questions about the customer account

What advantages does a customer account bring me?

In the customer account, you can monitor your orders and check the status. You can see your already placed orders. For future orders, you have a faster order processing.

What happens to my customer data?

Here we refer to the privacy policy. Please read it carefully once.

How can I delete my customer account?

Currently, only the shop administration of ISM can do this. Please send us an email at: service@ism-store.com

General Questions

What does ISM mean?

ISM stands for International Shoe Fashion.

In which countries are the ISM products sold?

In all of Europe and overseas.

Where are the roots of the company and where is the headquarters located?

As an international manufacturer with more than 90 years of industry experience, ISM develops and markets high performance safety shoes, work and outdoor fashion, as well as accessories. The products of ISM are delivered worldwide. Our headquarters is in Lippstadt (East Westphalia).

How can I find out which size I should choose?

With the help of our size charts, you can find the right fit for your desired product. You can find the respective size charts here and on the product detail page above the size selection.

Where can I find cleaning instructions for ISM products?

Instructions for the respective material in the area of clothing are usually sewn onto the product.

Answer not found?Use our contact form to ask us your question.

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