Shipping Policy

Last updated: August 13, 2024 

At Isla Grace, we are committed to processing and delivering your order as quickly and reliably as possible. Please review the information below before placing your order.

1. Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

Orders are not normally processed or dispatched on weekends or public holidays.

During periods of high demand, promotions, or holidays, processing times may take longer. If there is a significant delay with your order, we will make reasonable efforts to keep you informed.

2. Shipping Times

Estimated delivery times are provided at checkout and may vary depending on the destination, shipping method, carrier, and other circumstances.

Typical estimated delivery times are:

• United Kingdom: 3–7 business days

• United States: 5–10 business days

• Europe: 5–10 business days

• International: 7–15 business days

These delivery times are estimates only and are not guaranteed.

Delivery may take longer due to circumstances outside our reasonable control, including carrier delays, customs processing, weather conditions, public holidays, or other unforeseen circumstances.

3. Shipping Costs

Available shipping options and applicable shipping charges will be displayed at checkout before you complete your purchase.

Shipping costs may vary depending on your delivery address, order size, shipping method, and destination.

From time to time, we may offer promotional or free shipping. Any applicable offer will be clearly displayed on our website or at checkout.

4. Tracking

Where available, you will receive a shipping confirmation email containing tracking information once your order has been dispatched.

Please allow some time for tracking information to become active after dispatch.

If tracking information has not updated for several business days, please contact us at support@islagrace.shop.

5. Customs, Duties and Taxes

For international orders, your shipment may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.

Unless explicitly stated otherwise at checkout, the customer is responsible for any customs duties, import taxes, or other charges imposed by the destination country.

Isla Grace does not control customs charges and cannot guarantee whether a particular order will be subject to such fees.

Customs processing may also cause additional delivery delays.

6. Incorrect or Incomplete Address

Please make sure your shipping address is complete and accurate before submitting your order.

If an order is returned to us because of an incorrect, incomplete, or undeliverable address provided by the customer, additional shipping charges may apply if you request that the order be sent again.

If you realise that you have entered an incorrect address, please contact us as soon as possible at support@islagrace.shop.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

7. Lost or Delayed Packages

If your order appears to be delayed, please first check the tracking information provided by the carrier.

If your package appears to be lost or has not been delivered within a reasonable period after the estimated delivery timeframe, please contact us at support@islagrace.shop with your order number.

We will review the situation and, where appropriate, work with the shipping carrier to investigate the shipment.

8. Damaged Packages

If your order arrives damaged, please contact us as soon as possible at support@islagrace.shop.

Please provide your order number and photographs of the damaged packaging and product so that we can assess the issue and determine the appropriate solution.

9. Delivery Delays

Once an order has been dispatched, delivery is handled by the selected shipping carrier.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

• Severe weather.

• Postal or courier delays.

• Customs processing.

• Strikes or transportation disruptions.

• Incorrect delivery information.

• Public holidays.

• Government restrictions.

• Other unforeseen circumstances.

However, we will make reasonable efforts to assist you when a delivery issue occurs.

10. Contact Us

If you have any questions about shipping or your order, please contact us:

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

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

We are happy to assist you with any questions regarding your delivery.

11. Consumer Rights

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

Where applicable, your statutory rights remain unaffected.