Refund policy

RETURNS POLICY

We take pride in our reputation for providing merchandise of the highest quality. We hope that you are delighted with every order you receive from Ira & Isla Baby and Kids, if for any reason you are not satisfied with your purchase, you have 14 days to return them to us for a refund. You must notify us if you wish to return any items from your order within 14 days from the day of receipt. Please ensure that all returns are sent back in the original packaging provided and with return tags still attached. Please note all return costs are the responsibility of the customer.  If your item is faulty (i.e., received damaged or with a manufacturing fault) please contact customerservice@iraandisla.com.

The information below includes details on return standards, timescales, refunds, and issues arising from damaged or faulty items.

 

RETURNING YOUR PURCHASE

All items should be returned new, unused and with Ira & Isla Baby and Kids tags still attached. Any items that are returned to us in a damaged, soiled or otherwise altered and less than perfect condition may not be accepted and may be sent back to the customer.

Please contact customerservice@iraandisla.com, if any of your items have been delivered without Ira & Isla Baby and Kids return tags.

As soon as you’ve decided you’d like to return, let us know. You can exercise your right to return a product simply by completing the return slip attached to the order and sending back the unwanted items using the return label included with the order.

You can contact our Customer Service team for help or for more information about this procedure and/or to request a new return slip if lost. For returns please proceed with following: 

Please email us at customerservice@iraandisla.com and inform us about the order number, order reference and item(s) that you wish to return.

    • Re-using the original packaging, tape the parcel securely.
    • To ensure the parcel safely reaches us, we recommend that you ask for a proof of postage and/or use a carrier that provides a tracking number. Please remember responsibility for the return is yours until the parcel reaches us.
    • Once we have processed the return, you will receive a return confirmation email and you can then expect to receive a refund within 30 days.
    • Refunds will be issued to the same payment method as used in the original purchase.
    • Returns expenses are your responsibility, Ira & Isla Baby and Kids does not refund the cost of return shipping costs.
    • Please note that additional duties, taxes, or shipping costs will not be refunded.

We strongly advise that you use a signed-for-postal service to return the item(s) as we are not able to refund for any orders that get lost in the post. Please also keep your proof of postage until we confirm that we have received the item.

Once the item has been approved for return and refund, we will credit the original purchaser’s debit/credit card for the sum paid minus postage costs, unless the item was faulty.


Returns should be sent to the following address:

ONLINE SALES

Ira & Isla Baby and Kids

21 Milton Street

Banbury

Oxfordshire

OX16 9PL

 

Please note that you are responsible for the returned product(s) until it reaches us. Ira & Isla Baby and Kids will not compensate for returned packages lost in the return shipping. 

 

RECEIVING A REFUND

Please note that we do not refund shipping costs, or any duties or taxes incurred.

All successful returned items will be credited to the card used when placing the order, your shipping costs will be excluded unless the item is faulty or cancelled. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card.

Please note, items should not be returned to us without prior notice. You must notify us if you wish to return any items from your order within 14 days from the day of receipt. Items returned to us without prior notification may not be refunded.

 

REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to future orders being refused.
 
POLICY DETAILS
All products must be returned in a new and unused state, imperfect condition, with all protective materials in place and the Ira & Isla Baby and Kids tags attached to them. This includes all packaging, accessories, and dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
    • If the product has been used, worn, damaged or washed.
    • The Ira & Isla Baby and Kids tags are not attached to the product(s) or have not been retuned.Please note that the Ira & Isla Baby and Kids tags constitute an integral part of each product.
    • You have not returned any packaging which is considered an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
 
CLOTHING

Please take care whist trying on garments. Clothing must be returned in a new, unused, and undamaged condition, with the return tag still attached.

 

FACE MASKS

Please note that face masks are non-returnable for reasons of health & safety.

 

HAIR ACCESSORIES

Please note that hair accessories are non-returnable for reasons of hygiene and safety.

 

COLOURS

Every effort has been made to ensure the colours of each product are displayed as accurately as possible. However, as computer models and screens may vary, we cannot guarantee that your monitors display of complete accurate.

 

FAULTY ITEMS

Items are classified as faulty if they are received damaged. If a faulty item cannot be repaired or replaced, we will offer a full refund.

Shipping costs will be refunded for items that are incidentally delivered in a damaged or faulty condition and for orders cancelled before dispatch under the Consumer Contracts Regulations.

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. 

Ira & Isla Baby and Kids staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at customerservice@iraandisla.com about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.

Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 28 days period after receiving the returned products. In case we cannot offer you a replacement, we will offer a full refund to the original purchaser’s PayPal or credit/debit card used for the order in question to the value of the item at the time of purchase and any shipping costs incurred.

 

LATE RETURNS

Your item(s) should be sent back to us within 14 days of receiving your order. Returns received outside the time frame will not be accepted. Exceptions may apply at the discretion of Ira & Isla Baby and Kids.

 

EXCHANGES

At this time Ira & Isla Baby and Kids is unfortunately unable to except exchange request. Please request a return and create a new order for the replacement item.