FAQs

Who can I speak to for advice?

Our customer service team are available to take your order or help you with any queries Monday to Friday 9am-5:30pm GMT / 4am-14:30pm EDT. View contact details.

How can I pay for my order?

All transactions are in pounds sterling (£). We accept: Visa, Visa Debit, Maestro, MasterCard, AmericanExpress, Google Pay, Apple Pay, Laybuy and PayPal. When paying by card, you will be charged at the time that your order is placed.

If the product is available to pre-order, when will I be charged for the item?

When placing an order for a product that is available to pre-order you will be charged at the time you place your order. The returns window for pre-ordered items will commence from when you receive the items.

How will my order be packaged?

All our orders (excluding those placed during sale periods) are gift-wrapped in tissue paper regardless of whether they’re a gift (because you deserve special treatment too, no?).

Is your clothing machine washable?

Our designs are made in wearable fabrics for maximum comfort and a flattering silhouette. We believe in stress-free style, so most are machine washable for added ease.
Make your clothes last for longer by following the care instructions in your Isabella Oliver clothing - these are also listed on our individual product pages under the ‘Details’ tab so you can check how to look after your clothing before you order. Read more on how to care for your garments.

What size should I order?

Our Isabella Oliver Maternity pieces are available in sizes 0 to 6 (UK sizes 4 to 20 / EU size 32 to 48), and are designed in line with your pre-pregnancy clothing size, allowing for the normal weight gain associated with pregnancy. The fit measurements of each piece can be found in the 'Details' tab of our product pages. Simply check our size guide to find your perfect fit, or if you'd like a little more information, contact us.

When will I receive my order?

We’ll always do EVERYTHING at our end to meet your expectations (our delivery partners are usually fab too). To ensure your order is delivered to you safe and sound, we need a complete address and a daytime phone number in case we need to contact you.
Please click here for a detailed delivery timescale and further information.

What should I do if I need to return an item?

Please follow the instructions provided in your order. Our returns window is 21 days from the day you receive your item (14 days for sale, outlet and pre-loved items). For full details, or replacement paperwork, please click here. For further information, please refer to our Terms and Conditions.

How quickly can I expect my return to be processed?

Returns are processed within 14 working days from when they arrive back to the warehouse. Once the refund has been processed any funds due should appear on your bank statement within up to 5 working days (Please note that refund times are dictated by the card issuers and are outside our control).

How do I redeem my gift voucher?

Please enter your gift voucher number before you checkout, in the box marked ‘Promo code or gift voucher’. If you need help please contact us.

Why doesn't my Promotion code work?

Our promotional codes are only valid on Isabella Oliver products and cannot be used on sale & outlet items, pre-loved collection items, and gift vouchers. Please refer to our Promotions Conditions page for further information. Double check that your items are valid for the promotion and re-enter your code carefully, noting the expiry date.
If your code is still isn’t working, please contact us.

How can I leave reviews?

You will receive an email asking you to leave feedback on your purchased item(s) and shopping experience shortly after receiving your order. Your comments are then reviewed and posted on our website by an external third party. If you would like to pass on any immediate feedback, we always welcome comments to customer services at TheTeam@IsabellaOliver.com.

Can I exchange an item?

We accept exchange requests within the normal returns timeframe. All you have to do is fill in the returns form received inside your parcel, stating the exchange item you would like and we will send it out to you on standard delivery. Please note that we only accept exchange requests for the same style when PayPal payment has been used.

Dreaming of a chic wardrobe that keeps up with your changing body whilst doing less harm to the planet? Whatever the event, enjoy it in style with our rental program. Perfect for parties & occasions or for an ever changing wardrobe. Select your favourite pieces from our collection, rent them for 2 weeks, and then return them, free of charge – for a hassle free, bespoke shopping experience.

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The Ozone Room: Don’t worry about the dry cleaning

We wash all rental returns, so you don’t have to. We make sure every item borrowed is cleaned and refreshed ready for its next occasion using our eco-friendly Ozone Room. The Ozone room kills bacteria and viruses whilst gently pulling any other matter and odours from the fibres. All bacteria are eliminated within the chamber before the door can be opened and the clothing retrieved. No chemicals are involved in the process, making the process allergy safe and suitable for people with sensitive skin.
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Dreaming of a chic wardrobe that keeps up with your changing body whilst doing less harm to the planet? Whatever the event, enjoy it in style with our rental program. Perfect for parties & occasions or for an ever changing wardrobe. Select your favourite pieces from our collection, rent them for 2 weeks, and then return them, free of charge – for a hassle free, bespoke shopping experience.




Terms & Conditions


Rental period

All rentals are for 2 weeks. If you wish to rent for longer, please contact us to arrange this in advance of placing an order. You may not extend the rental period of a product you already have in your possession. 1 month is the maximum rental period we are able to offer, only if pre-arranged and pre-paid via customer services in advance of placing an order. The rental period shall commence from when you receive your rental item(s) and shall continue until the rental items are dropped off with a postage carrier (proof of postage must be obtained).


Delivery

Delivery is made via our normal carriers in our normal timeframes. Standard or Express is available. Please visit our delivery page for more information about estimated delivery and arrival times. Any delivery time or date given by Baukjen to the User is an estimate only. If the item is delivered late you must accept delivery unless a non-delivery agreement is reached in advance between Baukjen and yourself.


Returns and cancellation

Fees are non-refundable except as expressly set forth below.
(i) Cancellation: orders can be cancelled free of charge before dispatch. Please contact customer services to do this as soon as possible – most orders are dispatched within one hour of receiving the order. Once orders are dispatched please see sections (ii) or (ii) below.
(ii) Return without wear: If your Product does not fit you, then you may exchange the Product within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting customer services, and we will send you a replacement size at no extra cost, subject to availability.
(iii) If the product is otherwise unsuitable, then you may return the Product to Baukjen within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting Baukjen to receive a full refund minus any delivery costs.
With the delivery of a rental product, Baukjen will provide you with return packaging. Rental items must be returned in the packaging provided. You must contact us if there is any reason this cannot be done and we will make alternative arrangements with you. Free returns are available via My Evri or Collect Plus, or you may use an alternative carrier at your own expense.


Late fees

If you return the Product(s) late, a late fee of £20 will be charged for every day (and for every item) that you are late returning the Product(s), beyond the agreed return date, to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to Baukjen. You agree to pay such late fees, not to exceed 100% of the Retail Value, as indicated on the Product(s) page. If you have not returned the Product(s) within ten (10) working days after the return date for the Product(s), your late return will be considered a non-return and Baukjen will charge your payment card the Retail Value, minus any fees already incurred in the prior ten (10) days.


Damage

Rental fees are inclusive of limited insurance which insures against minor mishaps through normal wear and tear, but not significant damage beyond normal wear and tear, loss or theft.
Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage. However you are solely responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Regardless of whether you are personally responsible for the damage, you remain liable for the repair or replacement of this item because in accepting your delivery you agreed to take responsibility for the apparel.
If you return a Product that is damaged beyond normal wear and tear, as determined by Baukjen in its sole discretion, or evidences recklessness or carelessness with respect to your possession or use of the Product, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.
You may not have any Products tailored or otherwise altered. This would constitute damage beyond repair and the full Retail Value of the Product will be charged to your card.


Limits

Baukjen reserves the right to limit the number of items that a customer may rent at any time, including but not limited to restricting orders placed under a single customer account, payment card or billing or shipping address. We reserve the right to limit, cancel or prohibit any rentals of products for any reason at our sole discretion, including but not limited to availability and geographic concerns.


Cleaning

Rental items will be cleaned in our eco-friendly Ozone Room and delivered ready to wear. Baukjen cleans and inspects each Product with the utmost care, but use of the Product is at your own risk and Baukjen shall not be held liable for any health-related complaints associated with any Product.
We understand that during your rental period you might want to wear your pieces more than once and feel the need to clean them. Please follow instructions on our Wear, Care & Repair page carefully, if possible spot cleaning or gently handwashing an area. Please DO NOT attempt to clean any outerwear or leather items.
Baukjen reserves the right to invoice for part or full replacement value of the items and charge you the full amount of any potential lost earnings or incurred costs regardless of whether any damage has been caused.