Refund & Return policy
REFUND & RETURN POLICY
At Isla London, we are committed to ensuring a considered and transparent shopping experience. Please review our Refund & Return Policy carefully before placing your order.
Please note: Return shipping costs are the responsibility of the customer unless the item is faulty or not as described.
This policy operates in accordance with applicable consumer protection laws within the United Kingdom.
RETURNS
Can I return my order?
Yes. You may request a return within 14 days of receiving your order if you are not satisfied with your purchase.
To be eligible for a return, the following conditions must be met:
• The return request must be made within 14 days of delivery
• The item must be unused and in original condition
• All original packaging, tags, accessories, and components must be included
• The item must show no signs of wear, damage, washing, or alteration
• Items subject to hygiene considerations must be returned unused and in sanitary condition
• Return shipping costs are the responsibility of the customer (unless the item is faulty)
We reserve the right to decline returns that do not meet these conditions.
FAULTY, DAMAGED, OR INCORRECT ITEMS
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide clear photographic evidence.
Under applicable UK consumer protection laws, you may be entitled to a replacement, repair, or refund if a product:
• Has a major fault
• Is significantly different from its description
• Is not fit for its intended purpose
If the issue is verified, Isla London will provide an appropriate remedy and cover any reasonable return shipping costs.
HOW TO REQUEST A RETURN
If your return meets the above conditions, please follow these steps:
Email us at:
📧 hello@isla-london.com
Please include:
• Order number
• Reason for return
• Clear photos (if faulty or damaged)
• Full name
• Shipping address
Once your return is reviewed and approved, we will provide the correct return address and instructions.
⚠️ Please do not send items to the original sender address. Returns sent without prior approval may not be accepted.
ORDER CANCELLATIONS
As orders are processed promptly, cancellations are not guaranteed once fulfilment has begun.
If your order has already been dispatched, cancellation is not possible. You may initiate a return once the item has been delivered.
INTERNATIONAL FULFILMENT
To maintain our standards of quality and pricing, orders may be shipped from international warehouses via our trusted logistics partners.
If your order is already in transit, cancellation is not possible. You may notify us of your intention to return once delivery has been completed.
For efficient processing, we recommend using a tracked shipping service and providing your tracking number once dispatched.
REFUNDS
Once we receive and inspect your returned item, we will notify you of the outcome.
If approved:
• Refunds will be processed within 14 business days of receiving the returned goods
• Refunds will be issued to the original payment method
• Original shipping costs (if any) are non-refundable
RETURN SHIPPING & LIABILITY
Customers are responsible for return shipping costs unless the item is faulty under applicable consumer protection laws.
We are not responsible for lost return shipments. We strongly recommend using tracked shipping, as refunds cannot be processed without proof of delivery.
Returns that do not comply with this policy may be refused or returned at the customer’s expense.
YOUR STATUTORY RIGHTS
Nothing in this policy excludes, restricts, or modifies any rights you may have under applicable UK consumer protection laws.
CONTACT
For any questions regarding refunds or returns, please contact:
Isla London
London, United Kingdom