Last updated: September 15, 2026
We hope every ISLA LAURE piece feels right. This policy explains when clothing and jewellery may be returned, how refunds are calculated, and how to report a quality issue. Nothing in this policy limits rights that cannot lawfully be excluded under the consumer laws that apply to you.
1. Start every return with Customer Care
All return requests must be approved by Customer Care before anything is sent back. Email care@islalaure.com within 30 days after delivery and include your order number, the item you wish to return, and the reason for the return. For a damaged, defective or incorrect item, include clear photographs.
If approved, we will provide return instructions and the correct return address. Items sent without prior approval, sent to another address, or sent cash-on-delivery will not be accepted or processed.
2. Change-of-mind returns
Eligible full-price clothing may be returned for a change of mind if the request is made within 30 days after delivery. The item must be unworn, unwashed, unaltered and free from makeup, marks, odour, perfume, pet hair or other signs of wear. All original tags, packaging and hygiene seals must remain attached and intact, and proof of purchase is required.
You are responsible for arranging and paying for change-of-mind return shipping. Use a tracked service and keep proof of postage; the item remains your responsibility until it reaches the return address we provide.
No additional return handling or restocking fee will be deducted from the refund for an eligible item. Original delivery fees, return postage, duties and taxes are not refundable unless required by applicable law.
3. Items not eligible for change-of-mind return
For health, hygiene and product-integrity reasons, we do not accept change-of-mind returns for jewellery, earrings, pierced accessories, underwear, lingerie, hosiery, bodysuits, swimwear, or other intimate items. Gift cards and items clearly marked “Final Sale” on the product page are also not returnable for change of mind.
These exclusions do not apply where an item is faulty, damaged, incorrectly supplied, not as described, or where applicable law gives you a non-excludable remedy.
4. Quality issues, damage and incorrect items
Inspect your order promptly after delivery. If an item arrives damaged, has a manufacturing defect, is materially different from its description, or is not the item ordered, contact us as soon as reasonably possible before using, washing or altering it.
Once the issue is confirmed, we will provide the remedy required by applicable law. Where a refund is the appropriate remedy, the affected item will receive a full refund to the original payment method. We will also arrange or reimburse reasonable return shipping for a confirmed quality issue.
Normal wear and tear, accidental damage, misuse, failure to follow care instructions, or damage caused after delivery is not a product quality issue.
5. Order cancellation
Contact us immediately if you wish to cancel. If the order has not entered processing and we are able to approve the request, we will cancel it and issue a full refund to the original payment method without a cancellation fee.
Once processing has begun or the order has been dispatched, it cannot be cancelled. You must wait for delivery and, if eligible, request a return under this policy. Refusing delivery does not bypass the return process and may result in carrier, return or redelivery costs being deducted where permitted by law.
6. Refund timing and method
We inspect returned items before approving a refund. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Your bank, card issuer or payment provider may need additional time to post the funds. Gift-card payments are refunded to a gift card.
If more than 15 business days have passed since we confirmed approval, email care@islalaure.com.
7. Exchanges
We do not offer direct exchanges. To secure another size or style, place a new order and return the original eligible item under this policy.
8. Mandatory consumer rights
Customers in Australia, New Zealand, Singapore, the United States and other markets may have mandatory rights for goods that are faulty, unsafe, not of acceptable quality or not as described. Those rights apply in addition to this policy and take priority if there is any inconsistency.