2. Returns and Refund Policy
Last updated: Today
At Isla Melbourne, we want you to feel confident and comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds, and our 30-day money back guarantee work.
This policy applies to purchases made through isla-melbourne.com.
30 Day Money Back Guarantee
We offer a 30-day money back guarantee.
If you are not satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To begin a return request, please email us at:
Please include:
- Your full name
- Your order number
- The email address used for your order
- The reason for the return
- Clear photos if the item is damaged, faulty, or incorrect
- Any additional details that may help us understand your request
Our team will review your request and respond with the next steps.
Return Approval
Please do not send any items back before contacting us.
All returns must first be approved by Isla Melbourne via email.
If your return is approved, we will provide you with the return instructions and the correct return address.
In some cases, approved returns may need to be sent directly to our supplier, which may be located overseas, including in China.
Return Shipping Costs
For change-of-mind returns, size changes, or items that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is located with our supplier overseas, the customer is responsible for arranging and paying for the return shipping to that address.
We recommend using a tracked shipping service. Isla Melbourne cannot confirm or complete a return until the returned parcel has been received by the supplier or approved return location.
Tracking Required for Returns
For all approved returns, customers must provide valid return tracking details.
A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.
If a returned parcel is lost during transit and delivery cannot be confirmed, we may not be able to approve the refund.
Condition of Returned Items
To be eligible for a return, items must be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks, or alterations may not be accepted.
Items That May Not Be Eligible for Return
Some items may not be eligible for change-of-mind returns, including:
- Gift cards
- Final sale items where clearly stated
- Personal or hygiene-related products
- Items that have been worn, washed, or used
- Items returned without prior approval
This does not limit your rights under the Australian Consumer Law.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of the item and packaging.
We will review the issue and work with you to find an appropriate solution.
Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Nothing in this policy limits any rights you may have under the Australian Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy under Australian law.
Refund Processing
Once your return has been received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider, or payment provider to complete the refund process.
Exchanges
We may offer an exchange or another suitable solution depending on the circumstances and product availability.
Please contact us at:
We will review your request and let you know what options are available.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact Us
For any return, refund, or order-related questions, please contact us at: