9. FAQ Policy Page
Last updated: Today
Frequently Asked Questions
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After your order has been dispatched, delivery usually takes 3 to 7 business days.
Delivery times are estimates only and may vary during busy periods, public holidays, or due to carrier delays and circumstances outside our control.
Where do you ship from?
Some orders are shipped directly from our trusted suppliers.
This may include suppliers located overseas, including China.
We use this fulfilment method to make the shipping process more efficient and reduce unnecessary handling delays.
Do you offer free shipping?
Yes, Isla Melbourne offers free shipping across Australia.
Do you offer returns?
Yes, Isla Melbourne offers a 30-day money back guarantee.
If you would like to request a return, please contact us within 30 days of receiving your order at:
How do I start a return?
To begin a return request, email us at:
Please include:
- Your full name
- Your order number
- The reason for the return
- Clear photos if the item is damaged, faulty, or incorrect
Our team will review your request and provide the next steps.
Who pays for return shipping?
For change-of-mind returns, size changes, or unwanted items, the customer is responsible for return shipping costs.
If the approved return address is with our supplier overseas, including China, the customer is responsible for arranging and paying for the return shipping.
This does not limit your rights under the Australian Consumer Law.
When will I receive my refund?
Once your return has been received and approved, we will process your refund back to the original payment method.
Please allow additional processing time for your bank, card provider, or payment provider to complete the refund.
What if my item is faulty or incorrect?
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will review the issue and assist you with the next steps.