Frequently asked questions

Technical questions

• Who can buy items on the e-shop?

Only registered members of the ISP community can buy items on the e-shop.

• How do I register?

All parents of active students are automatically registered. If you have not received your registration, please contact us at eshop@isp.cz. As a subject to the email, please write “Registration Request”. Please specify in the email the following information:

- Your first name
- Your last name
- Your email address
- Your phone number
- First and last name/s of your children at ISP

• What do I do if I don’t have an active registration for the e-shop?

Please contact us at eshop@isp.cz. As a subject to the email, please write “Registration Request”. Please specify in the email the following information:

- Your first name
- Your last name
- Your email address
- Your phone number
- First and last name/s of your children at ISP

• What do I do if I forget my password?

You can reset your password through the “Forgotten password” button, and the new login details will be sent to your email address.

• What do I do if I had a registration connected to my email address but now I have changed my email address?

Please log in to your myISP account and update your contact email address in your profile. Please also send us an email to notify us at eshop@isp.cz.

• I have more children at ISP. Will I see all of them under my account?

Yes, you can see all your children in the “Account” section. The active student is displayed under your name. If you now start shopping, the invoice will be issued with the active student’s name. To switch between your children, click on the “Choose Students” option under “Account”.

E-shop questions

• I am not sure what size to order. What should I do?

You can view the size chart enclosed to each item, and if you still have additional questions, please feel free to come to the Activities Office anytime during school hours.

• How can I pay for my order?

Payment by payment card only.

• When and where can I pick up the order?

Once you receive an email confirming that your order is ready, you can pick it up at the ISP reception. Please allow at least 3 business days for processing. The reception is open on school days between 8am and 4pm.

• Which delivery methods are available?

Pick-up in person at ISP reception only.

• Do I have to pick up the order myself, or can my child pick it up? What information will they need to present?

The order can be picked up by anybody who will present an order confirmation with the QR code.

• What do I do if I need to return my order?

Please send an email to eshop@isp.cz referencing the order number and the name of the student. Please make sure to reply to the original email with the order confirmation. We will contact you as soon as possible.

• If I return items and I am entitled to a refund, what are the ways I can be refunded?

The full price of returned items will be refunded to your payment card which you used for the original payment.

• Can I exchange the wrong size?

Yes, of course. Exchanges within the same type, color and price can be exchanged without a financial transaction. Please contact us at eshop@isp.cz. Please make sure to reply to the original email with the order confirmation.

• Do you exchange swimsuits and swim trunks?

Yes, we do but please do not remove the adhesive hygienic sticker from the swimsuits unless you are sure you have the correct size.

• Is it possible to make an order and pay at the reception?

No, the e-shop orders can only be paid online by a payment card while placing the order.

• Can I make one order for two/three siblings together?

Yes, of course. Please keep in mind that the invoice will be issued in the name of the active student which you can see under your name under the Account tab. The e-shop items can be bought using any of the student sub-accounts available in your own account. However, if you require an individual invoice for each of your children, please process each order separately, including the payment.

• Are the e-shop items only for PE classes?

Not at all! For instance, our T-shirts or the ISP Community Cookbook have proved to be very popular gifts.

• How can I contact you?

You can contact our customer service via email at eshop@isp.cz

Billing platform questions

• What is the billing platform?

It is a tool where you can find all your invoices related to each student.

• What invoices can be paid with my payment card on the billing platform?

All invoices marked with the “To pay” button.

• Can I pay the tuition invoices on the billing platform?

No, unfortunately not. (Only invoices marked with the “To pay” button can be paid on the billing platform.)

• What other means of payment can I use for the tuition invoices I find on the billing platform?

You can pay the tuition invoices via bank transfer, using the bank information on your invoice.

• Will I see the e-shop invoices on the billing platform?

You will see the order details. The invoice will be sent to your email address.