Our policies

Shipping  

  • All  orders are shipped from our studio on Mondays,Tuesdays & Thursdays and will be sent with a tracked service.
  • All orders are packaged in recycled mailing bags, please reuse them when possible before throwing them away !

UK

  • Orders are sent with Royal Mail. We offer standard shipping which delivers in 2-3 working days, and express shipping which delivers in 1-2 working days once shipped.

Europe & Ireland

  • Ordered are sent via tracked Royal Mail service and usually takes between 5-7 working days.

USA

  • Orders are sent with DHL Express and the estimated delivery time is between 1-2 working days. 

Australia

  • Orders can be sent with DHL Express (estimated arrival between 1-3 working days) or standard tracked delivery with Royal Mail (estimated 7-10 working days). 
Rest of World
  • All other International orders are sent via a tracked service usually takes 2-3 weeks to arrive depending on where you are based, sometimes faster. The customer will be responsible for any customs charges on the parcel.

Exchanges & returns

We like to encourage thoughtful buying and hope you take careful consideration before purchasing with us, as returns and exchanges have a negative impact on our environment. However, we understand that sometimes an item isn't right and we can arrange an exchange or return under the following conditions:

  • Returns & exchanges are accepted within 14 days of delivery.
  • Any sales of discounted or 'sale' items on our website are final, meaning we’re unable to accept returns, exchanges or refunds on these items. This excludes items as part of a capri or slinky bundle offer.
  • To initiate an exchange or return, please contact our customer service team with your order number & reason for return. Items sent back to us without requesting pre-approval will not be accepted.
  • Items must be sent back to us within 14 days of your exchange/return being approved.
  • The item must be in the same condition you received it in, unused & unworn.
  • We do not hold stock for exchanges, so you will be instructed to purchase the new size when exchanging. Exchanges are only possible when the size you want is in stock.
  • Upon accepting your exchange item, we will refund you the item price.
  • We charge a £5 handling fee for all returns, which will be deducted from your final refund. No handling fee is charged for exchanges.
  • International customers are responsible for shipping costs associated with any return or exchange. Any import tax charged to us for a returned parcel will be deducted from the total refund amount.
  • All discounted or sample sale purchases are final, and are not eligible for exchange or return.
  • Your return will be processed once we receive it to our studio which can take up to 5 working days. If querying the delivery of your return, please only  email after the above time-frame to avoid overloading our inbox and slowing response times. 
  • Once your refund has been processed, please allow up to 5-10 working days for it to appear in your account. 

Faulty

  • We are so sorry if you have received a faulty item, and we promise this is not the quality you should expect from our designs !
  • please email customerservice@isabellavrana.co.uk with some photos & your situation, and we can deal with your request there.