General

Q. How do I receive my Online Units?
A. When you place an order for Units, you will have a comment box on the checkout page to add the name of the person and email address you want the units transferred to, the support team will receive this notification and transfer the units to the account listed on your order. We aim to do this within 4 business hours.

Shipping

Q. What are the shipping costs?
A. We have moved to a standard shipping rate model where orders that have a value of below $500.00 have a shipping cost of $35.00 and orders with a value of above $500.00 will have zero shipping costs.

Q. What are the shipping timescales?
A. We have a standard shipping time of 4 working days from time of order.

Q. Where can I ship goods to?
A. Orders placed through the webshop will only be available to ship to the United States. Further development of the WebShop will see us add on more options to ship to different counties. If you require International shipping in the meantime, please continue to place your order using the valuedclientsupport@insights.com e-mail address.

Q. Can I ship to multiple addresses?
A. Orders placed through the webshop will only be able to ship to one address. If you require an order to be placed to multiple addresses, please continue to place your order using the valuedclientsupport@insights.com email address.

Q. What do I need to do if I need to make a change to the delivery address I have provided?
A. Please reach out to valuedclientsupport@insights.com quoting your order number as soon as possible. Your order may already be in the process of being shipped, but we will endeavour to support your request.

Payment

Q. What are my payment options when placing an order?
A. Currently, orders placed on the WebShop are to be paid for upfront via credit card.

Q. Who is your payment gateway provider?
A. Insights use “Adyen” as their payment gateway provider and there are no fees for you to pay.

Q. If I am paying upfront will I still receive an invoice for my reference?
A. After your goods have been dispatched, you will receive an email to your stated invoice contact which will have an invoice document attached marked as “Paid at time of order” so that you can keep this for your records.

Cancellations / Returns

Q. Can I cancel my order?
A. If you have placed an order that you wish to cancel, please get in touch with us as soon as possible at webshoporders@insights.com quoting your order number. Your order may already be in the process of being shipped, but we will endeavour to support your request as much as we can.

Q. Can I return items once I receive them?
A. Material Orders - Except for materials that are considered faulty as outlined below, we do not accept the return of, or offer any refund for, any materials which have already been shipped to you. Where materials have not been shipped but already paid for, Insights may offer a refund at its sole discretion, but is not obliged to do so.
Online Units - We do not offer returns or refunds in relation to online units.

Q. What if the materials, online products and/or content are faulty?
A. You will be entitled to either a full refund or replacement, at Insights’ sole discretion, of any goods which are agreed by the parties to be faulty or not fit for the contracted purpose, provided that you tell us about any patent faults within 48 hours of your receipt of the goods and such faults were caused by Insights. Insights will not be liable for any faults to the extent that such faults were not caused by Insights. Please contact webshoporders@insights.com quoting your order number to raise a request.

To report a fault please contact webshoporders@insights.com or your account manager.

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