SHIPPING
FREE STANDARD SHIPPING ON ALL AUSTRALIAN & INTERNATIONAL ORDERS
All Australian standard and express orders are shipped via our carbon neutral courier service Sendle. International Express orders are shipped via Australia Post. All items are gift-wrapped and packed in a recycled cardboard ISLA postage box. Orders are dispatched within one business day. Tracking and insurance is provided for all orders.
Delivery Times
Free Standard Shipping within Australia
3-8 days
$15 Express Shipping within Australia
Overnight - 2 business days to capital cities
Free Standard Shipping International
New Zealand (4-11 business days)
Asia Pacific (5-28 business days)
North America (10-24 business days)
Western Europe (5-19 business days)
Rest of the world (12-30 business days)
$40 AUD Express Shipping International
New Zealand (4 - 8 business days)
Asia Pacific (4 – 8 business days)
North America (3-7 business days)
Western Europe (6-10 business days)
Rest of the world (12-20 business days)
All delivery timeframes are approximate and cannot be guaranteed. Delivery times are the responsibility of the courier service, and may be subject to delays beyond our control.
Within Australia
Free standard shipping for Australian orders with tracking. Express shipping within Australia is $15 flat rate delivered within 1-2 business days. Shipped via Sendle.
All other countries
Free standard shipping for international orders with tracking. International Express shipping is $40 flat rate delivered within the above timeframes with tracking and insurance. Shipped via Australia Post.
Lost or Missing Parcels
ISLA is not responsible for parcels that go missing in the post, and will not replace items that go missing as this is the responsibility of the courier service.
If an incorrect delivery address is provided at checkout ISLA is not responsible for locating the parcel. We will not replace items sent to the wrong address if it was entered incorrectly at checkout.
Custom Taxes and Duties
All international customers are responsible for custom taxes on delivery. We refuse to mark anything as a ‘Gift’ or at a lower value so that a customer can avoid taxes. This is illegal and all requests to do so will be refused.
If you would like to check what the Custom Taxes and Duties will be on your order, please refer to http://www.dutycalculator.com/new-import-duty-and-tax-calculation/
RETURNS & EXCHANGES
If you would like to return an item, please let us know at info@isla.net.au within 7 days of receiving your order, providing your reasons for the return and/or exchange requirements. We will happily offer you the option to exchange full-priced items that do not fit correctly. You may exchange them for the right size, colour or style within 7 days of your original order delivery date, subject to stock availability. Please note we are unable to provide online store credit notes for returned items at this time. If we receive your returned item within 14 days of your original order delivery date, you may request a refund (excl. shipping).
No refunds or exchanges will be given on sale items or items purchased with a promotional discount code - these sales are final and cannot be returned.
Returns Policy
A returns authorisation number must be issued prior to returning an item. Any returns that are sent back to us without prior approval will not be processed.
All items must be returned unworn, unwashed, with all tags attached & in original condition, suitable for resale. We are unable to accept returns of used, laundered or customer damaged goods. All returns will be thoroughly inspected upon receipt & will only be processed if the above returns standards are met. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Until your return is received by ISLA, it is your responsibility. We recommend using a tracked service as ISLA does not take responsibility for lost or damaged packages. We encourage you to return your items in recycled packaging to help us reduce waste. All return shipping costs are the responsibility of the customer. Shipping of any exchanged items will be free for the first exchange, however any subsequent exchanges made will be charged. Returns must arrive back to our studio within 14 days of the original delivery date. Returns exceeding this timeframe will be sent back to you at our discretion.
Refunds
If you receive a faulty product, please notify us via email immediately. While your rights under Australian Consumer Law are protected and honoured by us, you must always notify ISLA within 7 days after receiving your order. If ISLA considers the products to be defective, we will provide a full refund including shipping costs. This may take up to 15 business days to appear on your account.