Refund policy

Return Conditions

The following return conditions do not apply to Afterpay orders or discounted orders. Please see designated Afterpay return conditions and designated discounted return conditions below. 

We want you to love your Isla Woods purchase and use it for years to come. If for any reason you’re not in love, we can provide a direct exchange, full store credit for or a full refund. 

 For International Customers our returns process differs. Please contact: hello@islawoods.co within 28 days of receiving your order. 

To start a return, you can contact us at hello@islawoods.co.  

Returning your item

When items arrive back to our studio we will issue you with a Store Credit sent via email for you to use on our website, or provide details on your exchange and delivery on said item. Please allow 5 business days for processing.

Please email us if you are unable to download the returns slip or are having difficulty finding relevant information. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

All items must be in their original, unworn, unwashed condition with tags attached.

The cost of return shipping is the responsibility of the customer. 

An exchange or store credit will be offered for any items returned due to change of mind or faulty items.

All tags and packaging must be in original condition and the bag clearly unused. 

All exchanges will receive complimentary shipping when being sent back to you.

*All exchanges are subject to availability. 

If you wish to exchange items but require your piece urgently, we recommend repurchasing to avoid missing out on stock, therefore you receive your item sooner and we can issue you a refund once your return items arrives.

For direct product exchanges, we will send your exchange with free shipping. Only products worth the exact same price are possible through our returns portal. To make an exchange for higher value items, simply exchange for a store credit and apply to your next purchase. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please allow 2 business days for a refund to be processed from the date the returned item is received by Isla Woods. Refunds will be issued to the credit/debit card, Apple Pay or PayPal account used for the original payment. 

You can always contact us for any return question at hello@islawoods.co

Damages and issues
Please inspect your order and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@islawoods.co