Return & Refund Policy

Last updated: August 13, 2024 

At Isla Grace, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be eligible to return it for a refund, subject to the terms below.

1. Returns

You have 14 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

• Be unused and in the same condition in which you received it.

• Be in its original packaging, where applicable.

• Include any original tags, accessories, or documentation.

• Be accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

Certain products may not be eligible for return, including:

• Items that have been used, worn, damaged, or altered after delivery.

• Items returned without their original packaging or accessories, where applicable.

• Gift cards.

• Personalised or custom-made products, unless they arrive damaged or defective.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

3. How to Request a Return

To request a return, please contact us at support@islagrace.shop with:

• Your full name.

• Your order number.

• The item(s) you wish to return.

• The reason for the return.

• Photos, if the item is damaged or defective.

We will provide you with instructions on how and where to return your item.

Please do not send an item back before contacting us, as we may be unable to process an unauthorised return.

4. Return Shipping

Unless the item is defective, damaged, incorrect, or otherwise required to be covered by us under applicable law, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service when returning an item. Isla Grace is not responsible for items lost or damaged during return transit when the customer is responsible for the return shipment.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at support@islagrace.shop, preferably within 14 days of delivery, including your order number and photographs of the issue.

We will assess the issue and, where appropriate, offer a replacement, repair, refund, or other remedy in accordance with applicable UK consumer law.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow your payment provider or bank additional time to process and display the refund in your account.

Unless otherwise required by applicable law, original shipping charges are non-refundable.

7. Late or Missing Refunds

If you have been notified that your refund has been processed but have not received it, please:

1. Check your bank or payment account again.

2. Contact your payment provider or bank.

3. If you still have not received your refund, contact us at support@islagrace.shop.

8. Exchanges

We do not guarantee exchanges. If you require a different item, size, colour, or variation, you may need to return the original item and place a new order.

Where applicable, statutory rights remain unaffected.

9. Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer protection law.

If an item is faulty, not as described, or otherwise does not meet the requirements of applicable law, you may have additional legal rights and remedies.

10. Contact Us

If you have any questions about returns or refunds, please contact us:

Isla Grace
128 City Road
London, ENG EC1V 2NX
United Kingdom

Website: islagrace.shop
Email: support@islagrace.shop