Delivery and Returns
Find out more about our Delivery and Returns policies below. If you can't find the answer to your question below please contact us.
Free shipping for UK orders over £75.
We aim to get your order to you within 2-5 working days.
Please note during sales periods it can take up to 10 working days for parcels to arrive.
EXCLUSIONS TO 2-5 WORKING DAY DELIVERY
Orders made to the following post codes are unlikely to be received in the 2-5 working days timeframe:
Channel Islands: GY, IM, JE
Scotland: HS2, KW16-17, PA61-PA75, PA78, PH30, PH41 - PH44 and ZE2-3.
Within the UK, products will usually be delivered within 48 hours of despatch; for international deliveries delivery may take longer depending on the postal service used.
Our orders are typically sent either by Royal Mail Tracked delivery or by courier, depending on the size and value of the items we are shipping.
For international orders, we use a tracked courier service via UKP or Seven Senders. The final mile courier will depend on your location.
WHERE WE DELIVER
We deliver all over the world, and the shipping cost will be calculated at check out depending on your delivery country. More information available here.
CUSTOMS & DUTY CHARGES
Products shipped outside the EU may be subject to charges imposed by local legislation.
Therefore the recipient of the products is responsible for all customs and import duties needed for the import of their goods. Any additional taxes, fees, levies, or other charges necessary to clear the package through customs will also be paid in full by the recipient.
Unfortunately, we have no control over these charges and cannot predict what they may be. As a result, we will be unable to advise or provide any assistance with these processes; we can only recommend you contact your local customs office for further information.
OUR RETURNS POLICY
You can return an item within 100 days of receiving your order if for any reason you're not completely happy with it.
HOW TO RETURN YOUR ORDER
To return your order, simply fill in a Returns Form and follow the instructions. Please package your parcel securely, enclosing your original packing slip inside the parcel. Please send returns to the address below;
Isobaa Returns Department (C/O Whistl Fulfilment Ltd)
Express Business Park,
Items should be returned in the same condition in which you receive them: the original product packaging and tags must still be attached, and the products must be in an unused condition (except in the case of products which you have discovered to be faulty upon use - please see "Returning faulty or damaged products" below).
You are responsible for the cost of returning your order back to us. You can do so using any courier of your choosing, but please note that in this case we will not refund any postage fees (except if the goods are faulty or if you have received a wrong product).
If you no longer have your packing slip to enclose inside your parcel, please contact us.
RETURNING AN ORDER FROM OUTSIDE THE UK
If you are returning an order from outside the UK please follow the returns instructions above.
You are also able to return to our Germany warehouse at the address below;
Isobaa Returns Department
PVS Fashion-Service GmbH
If you are returning an order from outside of the EU, your local post office should be able to provide you with a CN22 form to stick on your package to help smooth its passage through UK customs. You will not be charged any import duty. We also recommend writing "Return" in big letters on the side of the package.
RETURNING FAULTY OR DAMAGED PRODUCTS
We're very sorry if you've received a faulty, defective or damaged item. If this is the case, please contact us and include as much information about the fault as possible and a photo if you can; we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.
If you need to return a faulty product to us, we will refund you the cost of returning the item to us. Please contact us to find out more.
RETURNING AN INCORRECT DELIVERY
We're very sorry if you believe you have received a different item to what you ordered. If this is the case, please contact us explaining what has happened, and we will refund you the cost of returning the item to us.
TIME TAKEN TO BE REFUNDED FOR RETURNED ORDERS
Returned items will be checked at our warehouse after which we will issue a refund as soon as possible, and in any case within 14 days of us receiving your return. We will send you an email to let you know that your refund has been processed.
Unfortunately, we are unable to offer an exchange service. Please simply return the product you wish to exchange following the returns procedure above for a full refund, and then place a new order for the items that you would prefer.