FREQUENTLY ASKED QUESTIONS

Placing an order

How do I place an order?+
What payment methods do you accept?+
How do I use a discount code?+

Delivery

When will my order be shipped?+
How can I track my order?+
What delivery options are available+
Where do you ship to?+
What should I do if my order hasn’t been delivered?+
Where is my order shipped from?+
Will I be liable to pay duty or customs charges on my order?+

Returns & refunds

Can I return items from different orders in the same parcel?+
What is your returns policy?+
Are returns free? +
How do I return my order? +
Can I exchange an item? +
How long will it take to get my refund? +
Why haven't I received my refund? +
My item is faulty, what should I do? +

My order

What is the expected delivery date of my order?+
Can I make changes to my order? +
Can I add items to my order? +
My delivery address is incorrect, what should I do? +
Can I cancel my order? +
I'm missing items from my order, what should I do? +

My account

Can I update my account details?+
Can I delete my account? +

Product questions

Where can I find information on sizing?+
How should I take care of my merino products?+

Other

Do you sell gift cards or vouchers?+

About Isobaa

What's the best way to contact you?+

Can't find what you're looking for?

If you are unable to find the information you are looking for in the FAQs, please contact one of our Customer Service Representatives and we will help answer your questions.

Customer Service hours are Monday - Friday, 08:30 - 18:00 (GMT)

Please get in touch using our contact form. Alternatively you can email us directly at support@isobaa.com.