Return & Refund Policy

Return & Refund Policy – Isla & Vale London

At Isla & Vale London, we want you to shop with confidence. Please read our return and refund policy carefully. By placing an order with us, you agree to the terms below.

Returning a Product

Timeframe

  • You have 30 days from receiving your order to request a return.
  • Unfortunately, returns requested after 30 days cannot be accepted.

Conditions

  • Items must be unused, unworn, and in their original packaging with tags attached.
  • For hygiene reasons, certain items, such as underwear and lingerie, cannot be returned.
  • Items damaged due to personal use, misuse, or negligence are not eligible for return or refund.

How to Start a Return

To initiate a return, please email us at support@islavale-london.co.uk with:

  1. Your order number
  2. Reason for the return
  3. A photo of the item (if damaged or defective)
  4. Your contact information

Our customer care team will provide instructions on how to return your item.

Refunds

  • Once your return is received and inspected, you will receive an email confirming the approval or rejection of your refund.
  • If approved, refunds will be processed to your original payment method within 5–10 business days.
  • Please note: original shipping costs are non-refundable.

Delayed or Missing Refunds

  • If you have not received your refund after 10 business days, first check your bank account.
  • If the issue persists, contact us at support@islavale-london.co.uk.

Return Costs

  • Customers are responsible for the cost of return shipping.
  • Returns must be sent to our partner facility in Asia.
  • We recommend using a trackable shipping method, as we cannot be held responsible for lost parcels.

Defective or Incorrect Products

  • If you receive a defective or incorrect item, contact us immediately.
  • We will send a replacement at no additional cost.
  • If the replacement is also defective, a full refund will be issued.

Order Cancellations

  • Orders can be cancelled within 24 hours of placement due to our automated processing system.
  • After this period, cancellations are no longer possible.

Questions?

For any questions regarding returns, refunds, or cancellations, our customer care team is happy to assist:
📧 support@islavale-london.co.uk