Returns & Exchanges
WHAT'S YOUR RETURNS POLICY?
Of course we want you to LOVE your item, but returns are inevitable and it’s totally fine to change your mind. Our returns window is 21 days from the day you receive your item, except sale & outlet items, and pre-loved collection items which are 14 days. So long as items are in a resalable condition, with all tags still attached your return will be processed. The only exceptions are underwear and earrings – for obvious hygiene reasons.Returning a Christmas present
We are extending our returns period for Christmas presents. Items purchased in December can be returned until 31st January. Please note however, that gift recipients can return item(s) for an exchange only. Any refunds given on gift products will be made to the original purchaser’s card.
HOW DO I RETURN MY ITEM(S)?
Please complete the form found within your parcel. Carefully repackage the item(s) you wish to return and ensure you include your completed form. We recommend you always retain proof of postage.
For UK customers only
We offer free returns via Hermes Returns. Please generate a label here to print at home. With this option, Hermes can collect from your home or you can choose a Hermes drop off point at your nearest ParcelShop.
Alternatively, we offer free returns via CollectPlus. Please generate a label here to print at home.
If you need any advice before returning an item, please contact us.
For non-UK customers
If you are returning your item(s) from one of the below countries, you can generate a returns label at a charge by clicking here. Please print off the label and follow the courier specific instructions to return your item(s) to us.
If you are returning your item(s) from a country not listed above or would prefer to return your item(s) using your own returns solution, please address your package to:
Izzie & Ollie Ltd
15-17 Scott Road
Please mark the outside of your parcel with ‘Returned British Goods’ to prevent duty charges being charged back to you. Please note that items are returned to Isabella Oliver at the customer’s expense.
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.
WHAT IF I’VE BOUGHT AN ITEM IN SALE?
You have 14 days to return your item(s), from the day you received it. Tags must be attached and the item(s) must be in a resalable condition. Returns are not accepted on underwear and earrings.
CAN I RETURN MY PRE-LOVED COLLECTION ITEM(S)?
You have 14 days to return your Pre-loved item(s), from the day you receive your parcel. The item(s) must be in a resalable condition. Should you return your item using one of our free online returns options, we reserve the right to charge £3.95 to cover the cost of the courier.
HOW LONG WILL MY RETURN TAKE TO PROCESS?
Our lovely warehouse team aims to process all returns within 14 working days, although at very busy times (like Christmas or a sale period) there are occasional delays. Once we’ve done our bit, your card issuer requires up to 5 working days to pop the funds back into your account. Typically the whole process is a little faster.
WHAT IF I’VE GONE ON HOLIDAY AND MISSED THE RETURNS PERIOD?
Unfortunately (due to important stock control issues) we’re strict with our deadlines. So we can’t accept returns outside of the periods stated above.
WHAT IF I’VE MISPLACED MY RETURNS FORM?
That’s ok. You can simply download one of these instead:
If you live in the UK click here
If you live in the USA click here
If you live in Europe click here
If you live anywhere else click hereClick here if you need to download Acrobat Reader.