Refund policy
We have a 30-day return policy, which means you have within 30 days of order date to request a return.
To be eligible for a return, your item MUST be in the same condition that you received it: unworn, unused, unwashed with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@islaandbo.com.
- A return shipping label and instructions will be provided when your return has been approved. We provide you with a return label at $12 and it will be deducted from your total refund amount. as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- We do NOT impose restocking fees.
- Packages that are sent back for insufficient address, refused package, could not deliver, mailbox full, or any reason beyond our control are subject to a $12 fee, which will be deducted from your original purchase upon issuing a refund. Ensure your address is correct at checkout, as we cannot change information once the order is being processed.
- Packages sent back without using our provided shipping label and using our return center will delay your return process 15+ days. We are not responsible for customers who send back items out of our policies stated above and choose to return by personal couriers and shipping labels. If your item(s) is not delivered, no tracking and/or states delivered but our warehouse has not received it, we reserve the right to decline your refund and return. No Exceptions.
You can always contact us for any return question at hello@islaandbo.com.
Damaged items
Damaged items MUST be reported within 3 days of receiving the goods to hello@islaandbo.com - no exceptions. Photo Proof of damage will be required so that we may properly assess the situation and make it right!
Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-Refundable items
Certain types of items cannot be returned, like Custom Products (such as special orders or personalized items) ,Gift Cards, Clearance + Doorbusters during sales, Items marked for BOGO sale are all FINAL SALE and all other items marked FINAL SALE.
Gift Returns
If you received a gift and would like to return it, refunds will be processed in the form of store credit. This applies to all gift returns. You will need a valid website order number in order to proceed with a gift return. No exceptions.
We do not accept exchanges
If you would like to exchange an item for a different color, size, or style, please place a new order for that item and send back the original order for a refund within 30 calendar days of receipt.
We do not accept C.O.D. deliveries for returns, exchanges or any delivery of any kind.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund which is outside of our control.
Return instructions:
- Pack all the returned items, along with a print off of your return authorization slip securely in a box. You can use the box items arrived in or another box if you prefer.
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Affix the provided shipping label and ship back with the courier stated on your shipping label ( ex: USPS, UPS, Canada Post, FEDEX ) to ship the package. The return address for the package is:
ISLA + BO
ATTN: RETURNS DEPT
645 Park Road
Innisfil, ON L9S0E1 Canada
NOTE: For the safety of those that handle returns, please do NOT use staples to close your package!
Please allow 15 business days to process all returns. Once approved, you will be notified via email and the refund will be credited to your original form(s) of payment.
International Returns
For International returns please contact hello@islaandbo.com to initiate your return. International customers will be required to mail their returns back to the address listed below using their own form of postage.
ISLA + BO
ATTN: RETURNS DEPT
645 Park Road
Innisfil, ON L9S0E1 Canada
