Our policies

Shipping  

  • All orders are sent with Royal Mail, and are shipped from our studio on Mondays,Tuesdays & Thursdays.
  • We offer free standard UK shipping on all orders. Express shipping is also available at an additional cost of £2.
  • International orders are sent via a tracked service and can take 2-4 weeks to arrive depending on where you are based, sometimes faster. The customer will be responsible for any customs charges on the parcel.
  • All orders are packaged in recycled mailing bags, please reuse them when possible before throwing them away !

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.
  • Please contact our customer service team to request an exchange or 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. UK exchanges are free.

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.