Returns & Exchanges
Christmas Gift Returns
Over the Christmas period our returns window has been extended. Items purchased between the 1st November and 24th December 2024 can be returned until the 15th January 2025. Please note however, that gift recipients can return item(s) for an exchange only. Any refunds given on gift products will be made to the original purchaser’s card.
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.
How do I return my item(s)?
Please complete the form found within your parcel. Carefully repackage the item(s) you wish to return in the original packaging and ensure you include your completed form. We recommend you always retain proof of postage.
For all customers (UK and Worldwide)
- Log into our returns portal with your order number and your email address used to place the order: https://returnsportal.co/version-live/r/isabellaoliver
- Follow the on-screen instructions within the portal, selecting the reason(s) for return, and if you would like to request a refund, exchange, or credit note.
- Please complete the form found within your parcel. Carefully repackage the item(s) you wish to return in the original packaging and ensure you include your completed form.
- Based on the courier option you have chosen, either print your shipping label and affix this to the front of your parcel ensuring you have covered up any existing labels, or take your parcel and QR code to your selected drop-off location to have the label printed in store.
- To find your nearest courier drop-off location, please use the below links:
For UK Customers ONLY
Within our returns portal, we offer free ParcelShop returns via Evri Returns. 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 £4.36 per parcel. We also offer Royal Mail returns (either QR code or printer required options) for a cost of £2.99 per parcel.
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 Royal Mail 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
The cost of your return will vary depending on which country you are returning your goods from.
Please see below table (all prices are in GBP).
| Zone | Price (GBP) | Countries |
|---|---|---|
| Zone 1 | £19.99 | Republic of Ireland, Belgium, France, Germany, Luxemburg, Monaco, Netherlands |
| Zone 2 | £20.99 | Austria, Czech Republic, Denmark, Finland, Greece, Italy, Poland, Portugal, Spain, Sweden |
| Zone 3 | £22.99 | Bulgaria, Croatia, Cyprus, Estonia, Hungary, Latvia, Lithuania, Malta, Romania, Slovakia, Slovenia |
| Zone 4 | £34.99 | Albania, Andorra, Belarus, Bosnia & Herzegovina, Faroe Islands, Gibraltar, Greenland, Guernsey, Iceland, Jersey, Kosovo, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, San Marino, Serbia, Switzerland, Turkey, Ukraine |
| Zone 5 | £39.99 | United States of America, Canada, Mexico |
| Zone 6 | £69.99 | China, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Africa, South Korea, Taiwan, Thailand, UAE |
| Zone 7 | £69.99 | Australia, New Zealand |
| Zone 8 | £69.99 | Rest of the World |
Returning your order with your own carrier
If you prefer to return your order using your own carrier instead of our returns service, please ensure your items are sent to the address below. We recommend using a tracked or insured shipping method to ensure your return reaches us safely.
Returns Address:
Izzie & Ollie Ltd
15-17 Scott Road
Luton
LU3 3BF
UNITED KINGDOM
Don’t forget to include your original packing slip or a note with your order number to help us process your return.
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 follow the instructions above for the portal 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 here
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