Refund policy
We hope you love your Isla & Co order. If something is not right, please contact us and we will do our best to resolve it promptly.
Nothing in this policy affects your statutory rights.
Change-of-mind returns
For most non-personalised and non-custom-made goods purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving the goods.
Once you have notified us, you then have a further 14 days to return the goods.
To request a return, email sales@islaandco.com and provide your order number and details of the item or items you wish to return.
Personalised and custom-made products
The usual change-of-mind cancellation right does not generally apply to goods that are made to your specification or clearly personalised.
This may include products engraved, printed or otherwise customised with a name, date, message, wording or other information selected by you.
This does not affect your legal rights where a product is faulty, damaged, incorrectly supplied or not as described.
A product being made after you order it does not automatically make it non-returnable. This exception applies where the product has genuinely been personalised or made to your specification.
Cancelling personalised orders before production
If you wish to change or cancel a personalised order, please contact us as soon as possible.
Where production has not yet begun, we will try to accommodate your request.
We cannot guarantee that changes or cancellations will be possible once production, engraving, printing or personalisation has started.
Condition of returned products
Where a change-of-mind return is permitted, please take reasonable care of the product while it is in your possession.
You may inspect the product in a way that would reasonably be possible in a shop.
We may reduce a refund where the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and function.
Where possible, please return products in their original packaging.
Return postage
For permitted change-of-mind returns, you are normally responsible for the cost of returning the goods unless we tell you otherwise.
We recommend using a tracked postal service and retaining proof of postage.
Where an item is faulty, damaged, incorrect or materially not as described, we will deal with reasonable return costs as appropriate.
Refunds
For an eligible cancellation, we will refund the price paid for the returned goods.
Where required by law, we will also refund the cost of our least expensive standard delivery method.
If you selected a more expensive premium or express delivery service, the additional amount above the cost of standard delivery will not normally be refunded for a simple change-of-mind cancellation.
Refunds will normally be made to the original payment method.
Faulty, damaged or incorrect products
Please contact us if a product:
- is faulty;
- arrives damaged;
- is materially different from its description; or
- is not the product you ordered.
Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, a price reduction or refund.
Personalisation errors
Please check all names, dates, spellings, punctuation and other personalisation details carefully before completing your order.
If we reproduce the information you supplied accurately, an error in customer-supplied wording will not normally constitute a fault with the product.
If the error was made by Isla & Co, please contact us and we will put it right.
Contact us
Isla & Co
Fairways
Winchester Road
Southampton
SO32 2DH
United Kingdom
Email: sales@islaandco.com