Refund policy

UK Returns

To start the return process please email enquiries@islaandfraser.com with your order number to receive your tracked Royal Mail returns label and arrange your parcel collection. Please note that non-faulty returns from UK addresses incur a shipping and handling cost of £2, which is deducted from your refund. 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 original shipping costs. 

You have 30 days to return your order under our 30-day return period policy. Just make sure any goods are returned with proof of purchase, in new and unused condition, and with their ribbon and tags, unless faulty. If you are sending/receiving an item as a gift and the product is unused in its original packaging but you are outside of the returns window, just get in touch with us at the email address above.

Please ensure you retain your proof of postage receipt until we have received and checked in your returned items. 

Processing your Refund

It can take up to 7 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.

Please ensure you retain your proof of postage receipt until we have received and checked in your returned items.  

Gifts

If the item being returned was a gift then you’ll receive a gift voucher for the value of your return or an exchange for an item of the same value. 

We will require an order number or a shipping name and address to be able to locate the original order and process a gift return. 

Faulty Goods

If you believe a product to be faulty or damaged, please contact us immediately at enquiries@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.

International Returns

You have 30 days to return your order under our 30-day return period policy (from the date of receiving your order). Just make sure any goods are returned  in new and unused condition, and with their ribbon and tags, unless faulty. If you are sending/receiving an item as a gift and the product is unused in its original packaging but you are outside of the returns window, just get in touch with us at the email address above.

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 ensure you retain your proof of postage receipt until we have received and checked in your returned items.  Please email enquiries@islaandfraser.com to log your return and obtain the return address.