Returns & Exchanges
What is your Returns Policy?
Of course we want you to LOVE your item, but returns are inevitable and it’s totally fine to change your mind. You have 21 days to notify us of a return from the day you receive your item (14 days for Sale / Outlet items), plus another 7 days to send back. So long as items are in a resalable condition, with all tags still attached your return will be processed. The only exceptions are face masks, underwear and earrings – for obvious hygiene reasons.
How do I return my item(s)?
Please complete the form found within your parcel. Carefully repackage the item(s) you wish to return and ensure you include your completed form. We recommend you always retain proof of postage.
For UK customers only
We offer free ParcelShop returns via Evri Returns. Please generate a label here to either print at home or to obtain a QR code for the print in store option. Please note that not all Evri ParcelShops offer the print in store option so please check this beforehand.
If you wish to have your return collected from your front door, Evri can collect from your home for a cost of £2.50 per parcel.
Alternatively, we offer free returns via Yodel. Please generate a label here to print at home.
At Isabella Oliver we’re committed to reducing our environmental impact and we want to give you as much information as possible to allow you to do the same.
If you do decide to return your item, we want to encourage you to choose your local Evri ParcelShop or CollectPlus drop off point instead of the Evri collect from home option. This means the courier doesn’t have to travel as far, resulting in fewer transport-related greenhouse gas emissions.
We use these couriers because they’re working to reduce their emissions and have set goals to reach carbon neutrality/zero emissions in the next few decades.
If you need any advice before returning an item, please contact us.
For non-UK customers
If you are returning your item(s) from outside of the UK, please use a courier service of your choice and address your parcel to the address below.
Izzie & Ollie Ltd
15-17 Scott Road
Please note all costs relating to returns from outside of the UK are paid for by the customer.
Please mark the outside of your parcel with ‘Returned British Goods’ to prevent duty charges being charged back to you. Please note that items are returned to Isabella Oliver at the customer’s expense.
Can I exchange an item?
We accept exchange requests within the normal returns timeframe. All you have to do is fill in the returns form received inside your parcel, stating the exchange item you would like and we will send it out to you on standard delivery.
What if I've bought an item in sale?
You have 14 days to return your item(s), from the day you received it. Tags must be attached and the item(s) must be in a resalable condition. Returns are not accepted on underwear and earrings.
Can I return my Pre-Loved Collection item(s)?
You have 14 days to return your Pre-loved item(s), from the day you receive your parcel. The item(s) must be in a resalable condition. Should you return your item using one of our free online returns options, we reserve the right to charge £4.95 to cover the cost of the courier.
How long will my return take to process?
Our lovely warehouse team aims to process all returns within 14 working days, although at very busy times (like Christmas or a sale period) there are occasional delays. Once we’ve done our bit, your card issuer requires between 5-10 working days to pop the funds back into your account. Typically the process is a little faster. Please note that this process can take a little longer over bank holidays.
What if I've gone on holiday and missed the returns period?
Unfortunately (due to important stock control issues) we’re strict with our deadlines. So we can’t accept returns outside of the periods stated above.
What if I've misplaced my returns form?
That’s ok. You can simply download one of these instead:
If you live in the UK click here
If you live in the USA click here
If you live in Europe click here
If you live anywhere else click hereClick here if you need to download Acrobat Reader.