FAQ's
Here at Isla + Bo we strive to keep all of our AMAZING customers happy. If you have an issue for any reason, please contact us at hello@islaandbo.com right away. We try our best to accommodate all orders, and providing excellent customer service is our priority.
BEFORE YOU PURCHASE, PLEASE KEEP IN MIND:
- Kindly ADD US TO YOUR SAFE LIST or contacts to ensure you receive important emails from us regarding shipping, order updates, or any issues/changes. If you don't see our messages, please check your spam folder and add us to your contacts to prevent future emails from being missed.
- We cannot state this enough, we do not process orders or ship anything out on weekends or holidays. Our shipping timeline is clear and transparent and worth repeating. Our order processing time is up to 5 business days, shipping is currently offered at 8-15 business days. We are working hard to be able to offer faster shipping times in the near future and appreciate your patience as we grow and improve. Once a package has left either one of our warehouses, we are no longer able to influence or expedite its delivery to you. Please contact the carrier to inquire about your delivery. We will provide you with a tracking number. We are not responsible for any updates or changes to tracking information made by the courier. If your order is marked as delivered and you claim it is not found, please contact the last known carrier to have marked it delivered so they can assist you further. We will not send you a replacement under any circumstance. Refunds will not be granted if your order does not arrive on time for a specific event, unless it is delivered outside of our policy. Do not place an order if you need it next weekend or anytime that doesnt line up with our shipping timeline.
- Please read each item description carefully, and use our size guide if applicable to measure your child. If in doubt, sizing up is recommended for most baby & toddler wear.
- Double and Triple check spelling on all Custom/Personalized items!
How can I write a review on a product?
You will be emailed a review request a few days after receiveing your order, so you can easily submit your review through there. Alternatively, you can write a product review on the product page of the product you purchased, go to the product page, scroll down and you will see a button titled ‘Write a review'. You're also more than welcome to email us your feedback at hello@islaandbo.com or even DM us via social media, our handle is @islaandbo
Where do your items ship from?
We ship from one of our two warehouses. One warehouse being in Canada and the other in Asia. Our order processing time is currently at approximately 5 days. We are working hard to catch up and adapt to the huge demand! All orders go out Monday through Friday, excluding holidays. During the holiday season, restocks, and new launches, we can experience additional delays.
Do you offer free shipping?
We currently offer $12 FLAT RATE to everywhere in Canada and the USA and Free shipping on orders over $100. Often times, we have free shipping promos for our mailing list subscribers so don't forget to sign up!
Do you ship internationally?
International shipping, COMING SOON!
Do you offer gift wrapping?
Gift wrapping, COMING SOON!
Can an order be changed?
This depends on whether or not an order has been fulfilled. Contact us ASAP at hello@islaandbo.com and we can let you know where we're at with your order and discuss options, if any. We want you to be happy and will work sincerely to make that happen. Sometimes however, it's out of our hands.
Do you accept returns?
If you are not 100% satisfied with your purchase from us you can return your item(s) for a full refund within 10 days of delivery. (Returns must be in the state you received them. Unworn, unwashed , and in the original packaging.) Please review our Return policy here**
- We do not accept returns if your item does not arrive on time for a certain event if its still within our shipping timeline window.
- Products must be in their original and respective packaging. Refunds are processed in 15-20 business days after receiving the return.
- You are responsible for shipping your package back to our returns department at our Canadian Warehouse.
- Once the item(s) for return is received and reviewed, you will be emailed. We will issue you a refund for the amount to the original payment form(s).
Do you accept exchanges?
We currently do not accept exchanges, due to tracking issues. If you need a different size, color, etc, please return your original order for a refund and place a new order.
The item I want is out of stock. What do I do now?
We are very sorry that the item that you need is out of stock. You can visit us daily to know about the latest updates of our collections and of course you can contact us at hello@islaandbo.com to inquire about re-stocking prints and styles etc.
Which payment methods are accepted?
We currently accept Paypal, Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, Interac - more COMING SOON.
About Coupon Codes
All coupon codes must be rendered at checkout. One coupon code per transaction. You cannot stack multiple coupons or combine them in a single transaction, unless otherwise stated. Coupon codes are only valid at checkout and we will not price adjust coupons if they were not used. You are welcome to use it on your next order.
Washing & Care for our products:
Most of our apparel is made from high end Lavish Viscose from Bamboo and Organic or high end Pure Cotton. We suggest washing them on cold/gentle cycle inside out. Lay flat to dry for optimal longevity or dry low and cool iron if needed.
Due to the delicate nature of our lavish fabrics, please do NOT wash with other items with zippers, buttons, or hardware. Snagging may occur. Wash separate with other babies items.
Will the color fade?
No. Everything is pre-washed and colors will not fade.
Why do my items fit differently?
In each production, we are constantly making small improvements from our customers' feedback. Measurements of our fabric may be 1-5 cm in difference for seam allowance and the natural nature of the delicate fabric. Snaps, zippers, and small details are often improved to ensure the highest quality available in current production standards.
After placing an order, I noticed there was a promotion on the item(s) I ordered. Am I able to receive a price adjustment?
- Price adjustments for all sales are honored if you placed your order 48 hrs before the start of a sale. If requested within 24 hours of the order, sale or promotion, unless otherwise noted in promotion rules.
- Price adjustment will be provided in store credit. Price adjustments exclude flash sales and promotions. Price adjustments will not be made for flash sales. Please read disclaimer for offer to verify eligibility of price adjustment.
- Final sale items are final sale and there will be no price adjustments.
Pre-Sale Shipping Times
Items marked PRE-SALE will ship in the approximate timeframe given in the description of the item. These dates are not guaranteed and will not process in our normal 5 day processing window.