Returns & Exchanges

WHAT IS YOUR RETURNS POLICY?

CAN I EXCHANGE AN ITEM?

WHAT IF I'VE BOUGHT AN ITEM IN SALE?

HOW DO I RETURN MY ITEM(S)?

CAN I RETURN MY PRE-LOVED COLLECTION ITEM(S)?

HOW LONG WILL MY RETURN TAKE TO PROCESS?

WHAT IF I'VE GONE ON HOLIDAY AND MISED THE RETURNS PERIOD?

WHAT IF I'VE MISPLACED MY RETURNS FORM?

 

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 28 days from the day you receive your item, except sale 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.

 

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.

 

HOW DO I RETURN MY ITEM(S)?

For UK customers only

Please follow the instructions on the returns form found inside your parcel to return your item(s).

We offer free returns for orders over £59 via Hermes Returns. Your item(s) can be returned via Hermes collect from home or Hermes drop off at your nearest ParcelShop, please generate a label here to print at home.

Alternatively, we offer free returns via CollectPlus. You will be provided with a CollectPlus label in your parcel, or please generate a label here to print at home.

If you need any advice before returning an item please ring us on 0344 844 8118 or email TheTeam@IsabellaOliver.com

For EU customers only

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.

  • Ireland
  • France
  • Netherlands
  • Germany
  • Belgium
  • Portugal
  • Spain
  • Luxembourg
  • Denmark
  • Austria
  • Poland

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 follow the instructions on the returns form found inside your parcel. Please note that items are returned to Isabella Oliver at the customer’s expense.

For US customers only 

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.

  • United States
  • Australia

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 follow the instructions on the returns form found inside your parcel. Please note that items are returned to Isabella Oliver at the customer’s expense.

 

CAN I RETURN MY PRE-LOVED COLLECTION ITEM(S)?

We do not accept returns on Pre-Loved Collection items.

 

HOW LONG WILL MY RETURN TAKE TO PROCESS?

Our lovely warehouse team aims to process all returns within 10-14 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 3-5 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 Canada click here

If you live in Europe click here

If you live anywhere else click here

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