FAQ

Need some help?

To view the answers to our most common FAQ’s please click on the questions listed.

 

If you are unable to find the answer to your query, please contact one of our local representatives through the Contact button below.

Contact

Do I have to set up an account ?

We do ask all our customers to register as a customer before using our services. This minimises any chance of loss or error when processing and sending your parcels. It also allows you to be kept informed of your parcel’s status.

Upon registration you are sent an email with examples of how to address your parcels. This will ensure that all your orders make it to our warehouses. It also ensures we follow USA regulations for handling our customers post.

How do I set up an Account ? And what Address do I use ?

To set up an account, all you need to do is register online here. Alternatively, you can email us at: enquiries@ishop-worldwide.com, or call us or our representative in your country and we can assist you, or even sign you up while you are on the phone.


In regards to addresses, if the supplier or store is based in the UK, use your UK iShop address. If the supplier is based in the USA, use the USA iShop address and finally if they are based in South Africa, use your South African iShop address. If you order from a USA store and have your parcels delivered to the UK address or vice versa, it is likely that UK or USA customs will charge you additional Import duty. It will also cause a delay in transit time to receiving your parcel.

Why do you open my parcels before sending them ?

There are several reasons why we open your parcels:

1. Airline Security. We need to ensure what we are sending is safe to travel by air. This is the most important reason why your parcel is opened and inspected.

2. We need to inform you of what we have received and the only way to do that is to see what is inside your parcel.

3. We open and log the description in your account, so you know what has arrived.

4. Customs require a detailed list, with description and value of goods being exported and imported in countries.

Can I track my parcel ?

Yes, You can track your parcels, but only if you have registered as a customer.

You can log into your account and see what has been received and where your parcel is situated. You can do this by using either the iShop Airwaybill number, or the local delivery reference number on the ‘Tracking’ page on our web site.

Why is my parcel not appearing in my account ?

There could be a number of reasons why your parcel is not appearing in your account. Mostly this is due to us not having received your parcel from the supplier yet. If you contact the supplier, or check your online account with them, you will be able to view the local delivery status.

If you have confirmed your parcel has been delivered to us, please allow 24 – 48 hours for the parcel to be registered against your account. If by then you still have not received an email with confirmation of receipt from us, then please contact your local office for an update quoting the origin delivery agents tracking number, and your customer number. We will locate the parcel and get back to you with our findings as soon as possible.

What is the maximum size and weight that I can send ?

The good news is, there is no maximum size or weight as we can cater for all your needs. However, the size and weight will define what service we will be able to send your goods on.

Our fastest service is our own courier service. The maximum weight is 30 kilos per parcel, and must be able to be lifted and carried by one person. Any parcels bigger than this may have to be sent on pallets by standard airfreight.

If you have any items of irregular size and weight, please do not hesitate to contact us and we will discuss all options and costs with you to have these items delivered to you as soon as possible.

How do I pay for my parcels ?

We allow our customers to pay at origin or destination, whichever is easiest for them.


You can pay in the UK by:
BACS
Credit or Debit Card
Paypal
Cash

If you are paying the local agent upon collection, you can pay by:
Local Bank transfer, or deposit Cash, or by Credit or Debit Card, or via PayPal (Some agents / countries may not accept PayPal payments)

Please contact us and let us know where you are, and we will send you a payment options form for your country, with bank details and PayPal links.

What is the Assisted Purchasing Service ?


If you are new to online shopping and need some help with your purchases, then this is the service for you. We can help source items, spare parts or specific products and ensure you get what you want.

If you do not have access to a credit or debit card, we can make the purchase on your behalf. If you would prefer to know exactly how much you are going to pay for your shopping, we can provide you with an all-inclusive quote prior to purchase, including freight and even customs duties.


Send your shopping list to us and we will reply with a quote to purchase the items on your behalf and deliver them to you. Please go to the Assisted Purchasing page on our website.


Or click here.
Alternatively, you can call or email us to discuss your order.