Our policies

Shipping  

• All orders are sent with Royal Mail, and are shipped from our studio on Mondays,Tuesdays & Thursdays.
• We offer standard shipping which delivers in 2-3 working days, and express shipping which delivers in 1-2 working days once shipped.
• 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.
• 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.
• 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.

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.