Shipping & Returns
Every DEISTORM order is picked, checked and tracked by our team in the UK. Below is exactly what happens after you press Order — and exactly where you stand if something isn't right.
Shipping
Dispatch and delivery times
- Order processing: within 3 business days of your order being placed.
- Delivery: 5–8 business days after dispatch.
- Total: typically 8–11 business days from order to doorstep.
Business days are Monday to Friday, excluding UK public holidays. Orders placed on a weekend or public holiday begin processing on the next business day. Delivery windows are estimates provided by our carriers and may extend slightly during peak periods, adverse weather or carrier disruption.
Tracking
As soon as your parcel leaves us you'll receive a dispatch email with a tracking link. Tracking can take up to 48 hours to show its first scan — this is normal and does not mean your parcel hasn't moved. If you haven't received a dispatch email within 4 business days, check your spam folder, then contact us.
Shipping costs
Shipping is calculated at checkout based on your destination and the weight of your order. The full cost is shown before you pay — there are no charges added afterwards.
Where we ship
We ship across the United Kingdom, the European Union, the United States, Canada, Australia, New Zealand, and selected countries across Asia and the Middle East. The full list of destinations we currently serve is shown at checkout.
Customs, duties and import taxes
Orders delivered outside the United Kingdom may attract import duties, taxes or customs handling fees. These are set by the destination country and are the responsibility of the recipient. They are not included in the price you pay us and we cannot predict or refund them.
If a parcel is refused at customs or returned because import charges were not paid, we will refund the price of the goods once the parcel reaches us, less the original shipping cost and any carrier return fees.
Delivery addresses
Please check your address carefully before completing checkout. We can amend an address only while an order is still unprocessed — email SUPPORT@DEISTORM.COM immediately with your order number. Once an order has been dispatched the address cannot be changed. Parcels returned to us because of an incorrect or incomplete address will be refunded less shipping costs, or re-sent once redelivery is paid.
Delayed or missing parcels
If your tracking has not updated for 7 business days, get in touch and we'll open an enquiry with the carrier. A parcel is treated as lost 15 business days after the expected delivery date for UK orders, and 30 business days for international orders — at which point we will replace it or refund it in full. Claims for non-delivery must be raised within 30 days of the dispatch date.
If tracking shows a parcel as delivered but you cannot find it, please check with neighbours and any safe place instructions before contacting us, and let us know within 7 days of the delivery scan.
Returns
Your 14-day right to cancel
If you are a consumer in the UK or EU, you have 14 days from the day you receive your order to tell us you wish to cancel, for any reason at all. You then have a further 14 days from telling us to send the goods back.
One exception applies. In-ear products — earplugs, in-ear electronic protection and ear tips — are supplied sealed for health-protection and hygiene reasons. Once that seal has been broken, they cannot be returned under the right to cancel unless they are faulty. Over-ear defenders are not affected by this exception.
The condition we need items back in
You are entitled to handle and inspect a product as you reasonably would in a shop. If the value of the product has been reduced by handling that goes beyond that — evidence of field use, scuffed or marked cups, worn or soiled ear pads, missing foam inserts or accessories, or packaging that has been destroyed rather than opened — we may deduct an amount from your refund reflecting that loss in value, up to the full price of the item.
Any deduction is itemised in writing before your refund is issued, so you always know exactly what was applied and why. Returning the item complete, clean and in its original packaging is the simplest way to receive a full refund.
Who pays for return postage
You cover the cost of returning goods to us when you cancel or change your mind. We strongly recommend a tracked and adequately insured service — the parcel remains your responsibility until it arrives with us, and we cannot refund a return we never receive.
Where you cancel within the 14-day period, we refund the standard outbound delivery charge you paid. If you selected an upgraded or express delivery service, we refund up to the value of our standard service.
How to start a return
- Email SUPPORT@DEISTORM.COM with your order number and the reason for return.
- We'll issue a returns authorisation (RMA) number and the correct return address within 2 business days.
- Write the RMA number clearly on the outside of the parcel and send it tracked.
Please do not send anything back before you have an RMA number. Unauthorised parcels cannot be matched to an order and may be refused.
Refunds
Refunds are issued to your original payment method within 14 days of us receiving the goods back, and usually much sooner. Depending on your bank or card issuer, it can take a further 3–5 business days for the money to appear on your statement.
Faulty, damaged or incorrect items
If a product is faulty, not as described or not fit for purpose, your rights under the Consumer Rights Act 2015 apply in full. You have 30 days from delivery to reject a faulty item for a full refund; after that, we will repair or replace it. We pay return postage on genuine faults.
If your parcel arrives damaged in transit, or you've been sent the wrong item, email us within 7 days with photographs of the item and the outer packaging and we'll put it right immediately.
Items we cannot accept back
- Sealed in-ear products where the hygiene seal has been broken (unless faulty)
- Gift cards
- Products damaged by misuse, modification, impact or exposure beyond their stated rating
- Products purchased from third-party sellers or marketplaces — please contact your original seller
Tried them properly and they didn't perform?
That's a different situation, and we treat it differently. Our 90-Day Trial covers customers who used their protection in the field and found it didn't deliver. It has its own conditions and its own claim window — read them before you buy so you know exactly what's on offer.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer. If you believe something has gone wrong, tell us — we would far rather fix it than argue about it.
Questions? Email SUPPORT@DEISTORM.COM or use our contact page. We aim to reply within one business day.