Frequently asked questions
General
Q: What is ISEP Shop?
A: ISEP Shop is the official store for the Institute of Sustainability and Environmental Professionals (ISEP). We offer publications, merchandise, and resources related to sustainability, environmental management, impact assessment, climate, nature, and more.
Q: Where are you located / where do you ship from?
A: We operate online, and our fulfilment is done using trusted logistics partners. Shipping times and costs depend on your delivery location.
Q: Do you ship internationally?
A: Yes - we ship to many countries around the world. Shipping fees, customs, duties, and import taxes (if applicable) are the customer’s responsibility.
Orders and payment
Q: What payment methods do you accept?
A: We accept major credit/debit cards (Visa, MasterCard, etc.) and typically alternative payment methods (e.g. PayPal) depending on your country.
Q: Can I change or cancel my order after placing it?
A: If your order has not yet been processed or shipped, we may be able to accommodate changes or cancellation. Please contact us as soon as possible (see contact us). Once dispatched, we won’t be able to cancel - you may need to use a return or refund process.
Q: Do you offer discounts, promotional codes, or student pricing?
A: Occasionally, yes! Subscribe to our newsletter or follow us on social channels to stay updated on promotions and discounts.
Shipping and delivery
Q: How long does delivery take?
A: Delivery time depends on your location and shipping method selected. Typical domestic deliveries might take 5-15 business days, while international orders may take 10 -20 business days (plus customs clearance).
Q: How much does shipping cost?
A: Shipping cost is calculated at checkout based on weight, destination, and chosen shipping method.
Q: Do you provide tracking information?
A: Yes - once your order ships, you will receive a confirmation email with tracking details so you can monitor delivery.
Q: What if my package is lost or damaged in transit?
A: If your order arrives damaged or is lost, please contact us immediately (include your order number). We will investigate with our shipping partners and find a solution (replacement, refund, or other remedy).
Returns, Refunds and exchanges
Q: What is your refund / return policy?
A: We accept refund requests and returns under certain conditions Any request for returns must be done within 14 days of delivery and return items in their original condition for a refund. Please note that personalised goods, opened digital products, and certain sealed items can’t be returned. If your order is faulty or incorrect, we’ll arrange a replacement or refund. Refunds are processed within 14 days of receiving your return
Q: How do I request a refund?
A: To request a refund, please fill in our refund request form. Be sure to include your order number, item(s), and reason for the request. We will review and respond as soon as we can.
Q: Do I have to pay return shipping?
A: Return shipping costs may be the customer’s responsibility unless the return is due to our error (e.g. wrong item shipped or defective). Please check the refund policy terms.
Q: How long will it take for me to receive a refund?
A: Once your return is received and inspected, we will notify you of approval or rejection. If approved, the refund will be processed and (depending on your payment method) may take a few business days to appear in your account.
Products and content
Q: Are your guides / resources digital or physical?
A: Most of our guides are available in both physical and digital formats. You can choose your preferred option when adding an item to your cart. Digital versions are slightly cheaper to encourage a more sustainable choice, but physical copies are also available if you prefer them.
Q: Can I get a preview or sample of your publications?
A: We don’t offer full previews or sample chapters, but each publication includes a detailed description outlining the content, key topics, and intended audience. This should help you decide if it’s right for you before making a purchase.
Q: Are your products sustainably sourced or environmentally friendly?
A: Sustainability is a core value of ISEP. We strive to use eco-friendly materials and processes where possible (e.g. recycled paper, green packaging, etc.). Please read our page Shop your values for more information,
Contact and support
Q: How can I contact you?
A: You can reach us through our Contact page on the site, or via email at [email protected] If your enquiry is about a refund or returns, please use the refund request form and provide your order details so we can assist you quicker.
Q: I haven’t received a response — what should I do?
A: Please check your spam/junk folder for replies. If you still haven’t heard back within 10 business days, feel free to send a follow-up, quoting your original message and order number.