Submit a return
To submit a return you must read our Return Policy below for the item(s) you are returning to ensure they meet our terms and conditions.
Once you have checked that your returns meets our criteria, please request a return below and then proceed to return your items to:
ISLA Label
PO Box 180
Currumbin 4223
QLD, Australia
*Please note, we do not respond to return requests. You can ship the item(s) back to us as long as they meet our return policy below.
Returned items must be received within 30 days of delivery.
Returns policy
At ISLA, we want to ensure that you are completely satisfied with your online purchase. If you would like to return it, you have 30 days to return your order to us from the date of delivery (excluding clearance items), providing the below conditions are met.
We will assess that all returns and exchanges comply with the return policy before any refunds, exchanges or store credits are applied. In the interest of all of our customers, ISLA reserves the right to reject any returned items that do not meet these requirements.
REFUNDS
Refunds are offered on full priced items and up to 25% off sale items as long as the product is in its original condition.
You can return the item(s) and we will refund you minus the original cost for us to ship it to you and any 6.8% Afterpay merchant fees or 4.5% Paypal merchant fees.
Please complete a return request form to proceed with your return.
EXCHANGES
Exchanges are offered on full priced and up to 30% off sale items as long as the product is in its original condition.
Please complete a return request form to request an exchange and advise us of the new item(s).
Please note, we do not cover the shipping cost to resend you the new item(s) for your exchange. You will be sent a link to pay for shipping once we have received your return.
STORE CREDIT
Store credit is offered on full priced items and up to 30% off sale items as long as the product is in its original condition.
You can return the item(s) and we will issue a store credit minus the original cost for us to ship it to you.
Please complete a return request form to proceed with your return.
CLEARANCE ITEMS
Returns, exchanges or store credits are not eligible on orders with items discounted at 40% off or more which are deemed as clearance sale items.
The sale is final on your purchase.
PICNIC RUGS & ACCESSORIES
*Please select our products carefully and only make your choice based on the colours you see in the studio images with the white background. If you have any questions on colours or materials used, you can get in touch with us to request more information and imagery of the product in natural light: hello@islalabel.com.
Item must be in unused and in original condition with packaging intact. There must be no dirt, sand or stains of any kind.
BEACH UMBRELLAS & BEACH CHAIRS
*Please select our products carefully and only make your choice based on the colours you see in the studio images with the white background. If you have any questions on colours or materials used, you can get in touch with us to request more information and imagery of the product in natural light: hello@islalabel.com.
Item must be in unused and in original condition with packaging intact. There must be no dirt, sand or stains of any kind.
GIFT WITH PURCHASE
If you received a gift(s) with purchase based on a minimum order spend or minimum cart quantity and you return items that deems your order ineligable, the gift item(s) will need to be returned with those that you no longer want. We have the right to deduct the RRP at the time of sale of the gift item from your refund if it is not returned to us.
AFTERPAY & PAYPAL SALES
For all sales that were processed using Afterpay or Paypal that are eligible for a refund, the 6.8% Afterpay merchant fees or 4.5% Paypal merchant fees will be deducted from the total refund amount.
This fee will not be deducted for exchanges or store credits.
FAULTY ITEMS
All of our products are manufactured to the highest standard. Before it is sent to you, the items go through a number of checks by quality control, to identify any faults. If you discover that your item arrives faulty, please get in touch with us at hello@islalabel.com along with images of the faulty item, within 7 days of delivery. The item must then be returned to us within 7 days after the fault has been reported so we can inspect the damage.
PICNIC RUGS & ACCESSORIES
Pulling of the threads, fabric deterioration, colour fading or any other symptoms of wear and tear over time does not deem the product to be faulty.
Please take care of the item(s) by following the care instructions here: Care Guide.
If our quality control team verifies the item is faulty, we will provide a replacement or refund the order, as well as refund the cost of the shipping. The return post needs to be regular registered post (not express post) and the receipt for shipping needs to be provided for a full refund.
Please note, our cooler bags AND beach bags are handmade so there may be aspects of the product that we wouldn't deem to be a fault. Please get in touch to discuss further hello@islalabel.com.
BEACH UMBRELLAS
Pulling, fabric deterioration, colour fading or any other symptoms of wear and tear over time does not deem the product to be faulty.
Please take care of the item(s) by following the care instructions here: Care Guide.
Please note, our beach umbrellas are handmade so there may be aspects of the product that we wouldn't deem to be a fault. Please get in touch to discuss further hello@islalabel.com.
We offer a 6 month warranty on all beach umbrellas for faults and defects that can incur from the production process. We will send you a replacement part where possible, or we will replace the umbrella.
Please get in touch with a video to show the issue you're experiencing with your umbrella so we can assess it and we will get back to you with next steps.
Damage caused by wind, misuse or lack of appropriate storage will void your warranty.