Shipping & Returns

Everything on this page is part of our Terms and Conditions of Sale. Where the two describe the same thing, the Terms govern.

Where we ship from

All orders leave our fulfilment centre inside the European Union at [PLACEHOLDER: EU warehouse city and country]. Stock is imported, cleared, and held there before you order, so an EU delivery is a domestic movement: no customs formalities, no import VAT, no handling fee, and no parcel held at a depot waiting for you to pay something.

Our hardware is manufactured to our drawings by precision metalworking partners in China. We say so plainly, because where a thing is made is less interesting than how well it is made — and because it is the reason a €278 hand-built ring has a €129 engineered equivalent.

Countries

We deliver to: [PLACEHOLDER: list of EU/EEA destination countries].

We also deliver to: [PLACEHOLDER: non-EU destinations, e.g. Switzerland, United Kingdom, Norway]. For these, the parcel crosses a customs border. Import VAT and any duty are payable by the recipient on arrival, at the rate set by the destination country. We cannot calculate or prepay these, and we cannot mark a shipment as a gift or understate its value.

Cost


Standard EU delivery	€9.90
Orders of €150 or more	Free
Atlas St. Andrew's Cross	€49, charged per cross

The €150 threshold is calculated on the value of the goods after any discount and excluding shipping. The Atlas ships as a separate bulky consignment on its own freight rate; its €49 charge applies in addition to any standard delivery charge on the rest of the order, and the Atlas does not count toward the free-shipping threshold.

Shipping to destinations outside the EU: [PLACEHOLDER: non-EU shipping rates].

Time

Orders placed before [PLACEHOLDER: cut-off time] on a business day are normally picked and dispatched the same day. Otherwise, dispatch is the next business day.

Once dispatched, most EU addresses receive their parcel in two to five business days. Germany and neighbouring markets are usually at the shorter end of that range, peripheral and island destinations at the longer end. These are the carrier's transit times, not a guaranteed delivery date.

The Atlas St. Andrew's Cross moves on a freight service and takes longer: [PLACEHOLDER: Atlas transit time]. The carrier will contact you to arrange delivery. Delivery is to the kerbside or the ground-floor entrance; the driver does not carry it upstairs or unpack it.

You receive a tracking link by email when the label is created.

Discreet packaging, precisely

Discretion is a specification here, not a reassurance. This is exactly what arrives:

A plain outer box. Unmarked corrugated board. No brand name, no logo, no product photography, no lettering describing the contents, no printed tape.
A neutral sender. The return address on the label shows [PLACEHOLDER: neutral sender trading name] and our warehouse address. Nothing on the label indicates what the shop sells.
A neutral goods description. Where a carrier or customs form requires a description of contents, it reads as [PLACEHOLDER: agreed neutral description, e.g. "steel hardware"], which is accurate as well as unremarkable.
Nothing that rattles. Metal is bedded in foam or moulded pulp. From the outside the parcel is quiet, and its weight is the only honest clue to what is in it.
The invoice is inside, in a closed envelope. Nothing about the order is printed on the exterior.
No inserts advertising anything, and no catalogue.
Your card statement shows [PLACEHOLDER: statement descriptor]. It does not carry the IRONVOW name or any category word. If you pay by SEPA transfer, the reference we ask you to quote is your order number alone.

If you need the parcel sent to a pickup point, a locker, or a work address rather than home, choose that option at checkout.

Returns

The 14-day right of withdrawal

You may withdraw from your purchase within 14 days of receiving it, without giving a reason. The full legal text, the effects of withdrawal, and the model withdrawal form are in section 6 of our Terms. What follows is how it works in practice.

How to start a return. Email [PLACEHOLDER: returns email] with your order number and the items concerned. We reply with a returns reference and the return address. You do not need to explain why. Please do not send anything back before you have the reference — unannounced parcels are slow to match to an order and slow to refund.

Who pays. You bear the direct cost of returning the goods. We refund the purchase price and the original standard delivery charge. For an Atlas, return freight is substantial — approximately [PLACEHOLDER: estimated Atlas return freight] — so please read the dimensions and the assembly notes before ordering one.

Condition. Send items back in a condition that reflects normal inspection: assembled hardware disassembled to how it arrived, all components and fasteners present, in the original inner packaging where possible. You are liable only for loss of value caused by handling that goes beyond establishing the nature, characteristics, and functioning of the goods.

Refunds. We refund within 14 days of being told you are withdrawing, to the original payment method. We may wait until the goods are back with us, or until you show proof of postage, whichever is earlier.

The hygiene seal, and what it means for your return

Some items are worn directly against the skin. Those are supplied inside a sealed transparent inner package with a tamper-evident band:

Oath Wrist Shackles · Oath Ankle Shackles · Sovereign Locking Collar · Eclipse Slim Collar · Tempest Adjustable Clamps · the body-contact components of the Foundry Complete Set

Seal unbroken: return it. Full 14-day right of withdrawal, no reason needed.

Seal broken: the right of withdrawal no longer applies to that item. This is the health and hygiene exception in Art. 16(e) of Directive 2011/83/EU, and it exists for the obvious reason: an item that has been against someone's skin cannot go back into stock. It applies only to the item you unsealed. Everything else in the order can still be returned.

So inspect before you unseal. The inner package is transparent and the size is stamped where you can read it through the film. You can judge the finish, the proportions, the hardware, and the size without breaking the band. If anything is wrong, leave the seal intact and email us.

A broken seal never affects a fault claim. If an item is defective, damaged in transit, or not what you ordered, your statutory rights are untouched — sealed, unsealed, or in use. See below.

Unsealed items — the Vantage and Meridian spreader bars, the Anchor Under-Bed Kit, the Keystone Connector Kit, the Duet Chain & Clip Set, and the Atlas St. Andrew's Cross — carry the full 14-day right of withdrawal with no hygiene condition attached.

Exchanges for the wrong size

If a sealed item is the wrong size and the seal is intact, email us within the 14-day window. We will send the replacement size and issue a returns reference for the original. You pay the return postage on the first item; we ship the replacement at our cost. Please measure before you unseal — our sizing guide explains where to take the measurement and how much clearance to leave.

Faulty, damaged, or incorrect items

You have two years from delivery to raise a lack of conformity, and this is entirely separate from the withdrawal right above.

Email [PLACEHOLDER: returns email] with your order number and photographs of the fault. Where the claim is justified we arrange and pay for the return, and repair, replace, or refund. Where a single component has failed — a spring gate, a thread, a lock barrel, a weld — we will usually send the component, which is faster than shipping the whole assembly twice, if that resolves the fault and you are happy with it.

Report transit damage as soon as you find it and keep the outer packaging; photographs of the box help us make the carrier claim.

Surface marks from chlorinated cleaners, salt, or contact with carbon steel tools are not defects. Our care guide explains how to avoid them and how to remove the discolouration they cause.

Questions

[PLACEHOLDER: customer service email] · answered within [PLACEHOLDER: response time, e.g. one business day]