Ordering, delivery and returns

How do I order from IMS?

Before ordering, customers will need to register for a business account. Once you’ve completed your details we will do a quick due diligence check and approve your account, usually within 24 hours. You’ll then be able to order via your preferred channel.
The most efficient way to order from us is via the website, but we can take orders via email, phone and fax.
IMS has no minimum order value, however, orders over £50 are eligible for free delivery.
All orders will be confirmed with a phone call. In cases where any of the items ordered are out of stock we will either suggest alternatives or place a back-order and inform you when the item is back in our warehouse.

All orders are paid via invoice on 30 day terms. It is not currently possible to check out online using a credit or debit card.
Invoices will be issued once your order is confirmed via phone.
All our prices exclude VAT.

All orders placed before 2pm and with delivery addresses on the UK mainland will be sent via next day delivery (special order items may take longer - we'll advise you of timescales when we confirm you order).
We'll advise on timelines for orders to addresses in the islands and Highlands, or outside of the UK when we confirm your order.

For UK Mainland, delivery is free on all orders over £50.
UK Mainland deliveries under £50 - delivery is £4.50 flat rate (£7.50 if delivering to residential addresses)
For export orders, delivery depends on order size and geographical location
Orders received before 17:00 will be delivered the next working day (within UK mainland).
Specially-requested items can take 7-10 working days.

All queries regarding orders must be raised within three working days of delivery.
Complete the online returns form. One of the customer services team will be in touch to make the necessary arrangements.
Once you've logged your return request, complete the returns form and make sure you include this with your returned items. Returns received without this form may not be processed.
No refunds will be given after three months.
All returned items must be in a resaleable condition (unless damaged in transit) and in the original packaging.
IMS Euro will pay for the return of any damaged or incorrectly supplied goods. We may either collect the item, or reimburse you for the cost of return (based on standard Royal Mail rates). Return shipping costs for items that were ordered in error or are simply no longer wanted will be paid by the customer.
Items ordered in error may be subject to a 10% restocking and admin fee.