Refund policy

Free UK Returns

Returns from UK addresses are FREE. To make a return, please email info@islaandfraser.com with your order number to receive your returns label. To complete your return, we require an order number or email as proof of purchase. Please ensure you include your order number in your returns parcel. Please note we do not refund shipping costs. 

You have 30 days to return your order under our 30-day return period policy, which starts on the day after you received the item. Just make sure any goods are returned with proof of purchase, in new and unused condition, and with their ribbon and tags, unless faulty.

International Returns

Please note that we have extended our International returns window to 60 days to allow plenty of time for your return to reach us. 

We do not have a free returns option for our international customers so you will be responsible for the cost of sending the return back to us. We would highly recommend you send your return back to us via a tracked service as we won't be able to refund any orders that get lost along the way to us. Please email info@islaandfraser.com to log your return and get the return address.

Processing your Refund

It can take up to 14 days to process your return after your order arrives back with us. We are unable to send you an email once the return has arrived - you will only receive an email when the refund has been processed. 

Exchanges 

As long as the item(s) are returned with proof of purchase, in new and unused condition, and if possible the original packaging, we will be happy to provide an exchange or send you a voucher for the equivalent value.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift voucher for the value of your return. Once the returned item is received, a gift voucher will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Faulty Goods

If you believe a product to be faulty or damaged, please contact us immediately at info@islaandfraser.com with a description and photo of the product concerned. If the item was purchased within 30 days, then subject to confirmation of a fault, you will be entitled to a full refund. For goods proven to be faulty that have been used or purchased after 30 days, you will be offered a free exchange.